Differentiators
CSS is NOT a call center/BPO which also does technology support & management.
It is NOT a software development center that also does technology support & management.
It is a specialized Center of Excellence dedicated to serving technology companies and enterprises through outsourced, advanced technical support & customer service.
The common foundation for these services is the core competency we have built and the unmatched experience we have amassed.
The nuances of a tech support business are so unique and extensive that a development company/BPO can find it very difficult to adjust and succeed. The key reason for their failure is the very high percentage of processes that need to be tailored to suit a tech support engagement.
Specifically in a tech support engagement, what ensures customer satisfaction is "attention to detail" in a number of areas, including everything that exists during the process of a support request call initiation until its closure. This includes unique factors such as Average Call Resolution Time, Percentage of First Call Resolution, Average Speed to Answer Time, Abandon Rate, Escalation % and more.
The CoE is 100% technical support focused. Our processes and systems are tuned exclusively to technical support. Our process maturity and technical expertise offers you the following benefits:
Improved productivity through
- On-demand availability of superior skills
- Proven technical support competencies
- Proven process strengths, enabling you to get it right the first time
- Rigorous project & program management (onshore/offshore)
- Quick ramp-up of resources without compromise on quality
- 24x7 delivery.
Reduced risk of delivery through
- Processes tuned to tech support
- Operational excellence as demonstrated in multiple assignments
- Optimized onsite/offshore delivery model
- Customer -centric approach to service delivery
- Availability of re-usable component for recording support experiences
- Satisfying support responses through superior technical skills
- Successful knowledge management strategy avoiding redundancy in effort
- State of the art infrastructure
- Business continuity & preparedness
- Strict compliance with intellectual property, confidentiality and security processes.
Greater business value through
- Achievement of customer satisfaction objectives
- Ensuring cost leadership across operations
- Rapid knowledge transition while reducing risk and time to launch
- Meeting support delivery/SLA objectives
- Considerably lighter burden on client management resources
- Improved profitability
- Knowledge engineering based recommendations. Representing customers voice.
