Welcome center
Our Welcome Center handles all frontline administrative functions for many client engagements. Functions handled by the center include:
- Routing customer calls: Technical Welcome Center receives customer calls, performs first level probing, creates a service request and routes the call to the appropriate technical support executive available. Though this task can be highly automated using IVR's and skill based call routing system, consumer device manufacturers opt for Welcome Centers in cases where the number of list items in their product inventory is high.
- Entitlement verification: Welcome Center checks for the support coverage that the customer has bought, its expiration date and what products are covered under that package and then proceeds with support accordingly.
- Providing service information: End customers might from time to time need a variety of information such as product/support availability, latest versions/models, what's new in the latest releases, etc. Our Welcome Center can effectively handle any such technical, licensing and service related queries.
- Complaint handling: The Welcome Center can handle any kind of product/service usage complaint. It can also handle non-technical service related complaints where we record feedback of clients on various facets such as product features, service availability, quality of offering and, where appropriate, offer solutions or workarounds. In cases where the intervention of the technology creator is needed, we have a mechanism to bring the end-customer compliant to their attention and also follow-up on the progress, till we get back to the end-customer and complete the loop.
