Help-desk & Technical Support
In a cloud-based environment, apart from ecommerce or telesales, a technical support call center can be also established in the virtual space, both via voice or live chat. Products, especially consumer electronics, often have advanced features or require maintenance which prompt the end-user to contact the manufacturer’s direct response call center for expert advice. Outsourcing these functions to an inbound call center is an appropriate, cost-efficient measure, since it can be extremely demanding to the product’s manufacturer to respond to all customer service inquiries. This is especially true for multilingual customer service: gathering native speakers of all target countries to the headquarters or a regional office can prompt disadvantageous expenditures to surface both in short term, and in the long run as well. Call center companies find themselves in a difficult position when advertising multi skill demanding call center jobs. The Home Center is a global solution, where the multilingual call center can be fulfilled with an agent who can come from any walk of life, maximising utilisation.
The Cloud Agent is an online agent, whose capability to work in a virtual environment diminishes perennial concerns of proper resourcing. The outsourced contact centre is no longer inhibited by local availability of talent, and UCC Cloud can act as a single point of contact for overseeing all your campaigns. Offshoring is not restricted to countries known for contact centre services with lower cost of living either – a high level of service is established by the home office, whose sole priority is to elevate customer experience by utilizing a familiar, native level of language. Being home-based is a global capability with nearly no limitation to language and labour capacity. Despite using homesourcing, our cloud-based solution is fully standardised, in line with PCI DSS, GDPR and ISO 9001 compliance. This flexible call centre solution is a resource model that is perfectly fitting your requirements: ideal for products which might generate many inquiries at the contact center in many different languages. Not only customers reaching the call center, but also employees can benefit from technical support, as if the help was coming from next to the back office. B2C or B2B communication can be two-way, too: the cloud-based, easily scalable outbound call center can follow up complaints or arrange products returns. Up selling, cross-selling, cold call, lead generation and other sales, telemarketing and market research functions can be beneficial, for short and mid term campaigns, to complement to technical support.