Service Providers
Consumer technology service industry is characterized by breadth of its offerings. ISP's, VOIP providers, web based collaboration services, entertainment, portals, broadcast services etc. The work is meeting more and more on the internet.
Consumer service providers have a golden opportunity to add hundreds of thousands of customers provided you overcome these challenges:
- Stay ahead of the competition by creating new high performance, high reliability services to retain & enhance your customer base.
- Manage skyrocketing technology development and infrastructure management costs.
- Solve customer queries the first-time and every time. One instance of failed service could result in a customer switching to alternate provider.
- Outsource technical support to out perform the competition. Leave the job to a specialist, save costs and at the same time ensure high quality service.
- Technical support is sandwiched between a large network topology of the service provider vs. desktop configuration of the end user. Requires a combination of technical abilities and problem analysis skills.
- Since most consumer services belong to a category that's on-demand and high-demand, support requests will be of emergency nature. The swiftness & effectiveness of response and care expressed during the support interaction are key elements in ensuring higher customer satisfaction. Can an outsourced service provider ensure high levels of quality?
CSS helps consumer technology service provider's offer an increased quality of customer service while keeping costs down. We work with many leading service providers, supporting virtually every aspect of customer-facing, provisioning, and back office processes.
The proven track record
For instance, we offer knowledge-based technology support to a leader in online meeting and Web conferencing services, with thousands of customers worldwide. Key characteristics of this relationship include very aggressive support metrics, high talent base of TSE's and seasonal spikes in call volume.
We also support a global leader in Internet media delivery, providing a high quality platform for delivery of digital media for hundreds of millions of users. CSS supports millions of inbound support requests every year. CSS also does win back/customer save calls for this client, and has consistently delivered best results when compared to any other support service providers that our client has engaged.
