Our award-winning technical support call center services are
provided in North America, South America, Europe, the Middle East, Asia, and
Africa. We are experts in mastering the process from start to finish: level 1,
level 2, level 3, and problem-solving. Our teams create and maintain knowledge
bases to reduce resolution time and improve employee satisfaction rates.
CGS customers are among the world's leading PC
manufacturers, telecommunications companies, retailers, and hotel brands. They
turn to CGS for their efficiency, talent, cutting-edge technology, and business
flexibility to support their core processes. This enables them to compete and
grow without sacrificing exceptional personal service.
MORE VALUE WITH
OUTSOURCING SERVICES OF HELP DESK
CGS allows you to focus on goals, growth, and core
strengths, without limiting your ability to adopt new technologies. With global
support Help Desk Services optimized
for all your employees. CGS will help you improve the adoption of new software
and technologies. This will increase employee satisfaction as technological
problems are resolved quickly and efficiently.
We recruit, hire, train, and retain the best talent so you
can grow quickly and consistently around the world. We integrate the latest
technologies that allow CGS agents to assist their employees by phone, web,
chat, email, messaging applications, social media, text messaging, remote
desktop, and mobile connection. CGS adds value by examining the aggregated data
for all interactions. This allows us to continuously analyze the performance of
our team and improve our operations. This reduces costs and makes your IT
support services responsive, predictive, and proactive.
IT TECHNICAL SUPPORT
BEST PRACTICES
Businesses have been operating IT service centers for many
years, and some of the best practices have emerged from these operations.
Customer commitment
Examine customer behavior and expectations to make sure you
understand their needs.
Provide a 24-hour self-help portal for the end-user (even
when the service center is closed)
Use SLAs and priority/severity rankings to differentiate
requests so that you can answer the most critical questions first
- Try to resolve issues at the first point of engagement and avoid transfers, escalations and the need for reminders
- Conduct regular customer satisfaction surveys to understand what your customers think about the services they receive
- Service Desk Management and reports
- Use real-time support reports, dashboards, and analytics to monitor operations and initiate corrective action before problems become problems.
- Make sure the escalation and transfer processes are clear and well understood to avoid SLA loss
- Take advantage of the analytical capabilities of your ITSM system to reduce the time and effort required to generate reports
- Make sure management is experienced in your service center operations to understand better what service center staff are doing and the challenges they face
- Treat service center staff as professional communicators and problem solvers, giving you the tools you need to succeed
