Situation and Requirement:
The requirement is specifically for the Client’s Customer Service Department (Call Centre Department). Traditionally after sales support was directly handled by customer service centers spread all over India. There was difficulty in tracking customer complaints as the entire system was handled manually via phones and papers. Also lots of performance point units remained unknown such as performance of the service centers, top products, top defects, complaint trends, complaint reports (for line managers/sr managers and GM). To overcome this – there was a requirement to handle complaints by introducing a centralized call center. Basically the call center would take customer phone calls, assign complaints to a particular service center intelligently and sync data to the corresponding service centers via Head Office. For successful implementation there was a need to develop distributed application for the call centre department as well as service centers which would also integrate with the Old ERP System which is a legacy application. Also a powerful middleware at the head office would handle the sync process via reverse proxy (to make the system fool proof)
Solution :
We were majorly responsible for technical and business aspect of the project. We have to take requirement, develop the software, lias with client / user, do design adjustments, test the software, train the user, maintain or extend the software, fix bugs, handle remote support, assure the proper working of the software, implement ACD with the software, prepare BI reports interface for the head office, automate daily reports emailing etc. We developed an entire series of software’s to successfully implement this enterprise application. This software is a fully distributed application which supports offline entries
Technology Stack
Asp.Net
Web Services
C#
ERP Snyc
FAQ
FAQ
What is TechTeer Solutions IT Call Center?
TechTeer Solutions IT Call Center is our specialized customer support center that offers expert technical assistance and solutions for various IT-related issues. We provide comprehensive support for software, hardware, networks, and more.
What services does TechTeer Solutions IT Call Center provide?
Our IT Call Center offers a wide range of services, including:
- Technical support for software applications and operating systems.
- Troubleshooting hardware and peripheral issues.
- Network configuration and connectivity assistance.
- Password resets and account management support.
- Remote assistance for efficient problem resolution.
- Software installation and configuration guidance.
What information should I provide when contacting the IT Call Center?
When contacting us, please provide the following details for effective assistance:
- Your full name and contact information.
- A detailed description of the issue you’re facing.
- Information about your device (make, model, operating system).
- Any error messages or codes you’ve encountered.
- Relevant account details, if applicable.
Is there a fee for using TechTeer Solutions IT Call Center?
Our IT Call Center services come with varying support plans. Some plans offer free technical support, while others may have associated charges based on the level of assistance and service plan you choose. Please refer to our pricing page or contact us for details.
Can TechTeer Solutions IT Call Center help with software installations?
Absolutely. Our experienced agents can guide you through the software installation process, address any issues that arise, and ensure successful configuration.
How long does it typically take to resolve an issue?
The resolution time depends on the complexity of the issue. Simple problems might be resolved during a single interaction, while more intricate issues could take longer, possibly spanning multiple interactions. We prioritize providing accurate and efficient solutions.
What is remote assistance?
Remote assistance is a secure service that allows our support agents to access your computer or device remotely, with your permission. This enables us to diagnose and resolve issues directly, without requiring an on-site visit.
Can TechTeer Solutions IT Call Center help with cybersecurity concerns?
Absolutely. Our IT Call Center offers guidance on cybersecurity best practices, helps identify security threats, and provides recommendations for enhancing your digital security.
What if my issue isn't resolved by TechTeer Solutions IT Call Center?
If your issue persists, rest assured we are committed to your satisfaction. Please inquire about our escalation procedures to ensure that your concern receives the necessary attention from our higher-level support team.
For more detailed and personalized information, feel free to contact TechTeer Solutions IT Call Center directly. We’re here to provide you with exceptional IT support and solutions.
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