Helpdesk

Outsource to Norango - 24 hour, 365 day helpdesk service

With the fast route to market that the "global village" has to offer Norango's helpdesk service can increase your service offering and give you access to untapped opportunities.

Norango Helpdesk Service

24 Hour Support for your customers

Your clients will receive around the clock service with Norango's helpdesk facility and you will benefit from being able to provide 24 hour SLA's to your premium clients at a fraction of the cost of running an out of hours system of your own.

  • Low monthly standby subscription.
  • Intelligent routing, IVR and web integration.
  • Full transactional reporting process.
  • Ignore timezones with true 24 hour cover.
  • UK based english speaking service.

Operating 24 hours a day, Norango's helpdesk capability can seemlessly integrate with your organisation primarily to filter incoming service calls or technical queries, our use of sophisticated Customer Interraction Technology enables us to adhere strictley to your processes asking the pre scripted interrogation questions and following the logical path of a call.

This elliminates spurious or simple to fix calls effectively and productively reducing customer waiting times, improving customer service and releasing your skilled engineers to handle real customer saving issues.

Intelligent call flow scripting

If the agent has been guided through the entire scripted choice of solutions the call can be immediately transfered to one of your technical team. This option dramatically reduces costs in salaries and customer attrition.

Our system is able to report on each type of call in turns of time of day, duration and type of fault reported whether it was remedied or escalated. This means that you can make meaningful decisions regarding specific training needs or software fixes required.

Benefits:

  • 24 hour, 365 day cover enables you to extend your support offering
  • Callflow intelligent scripting allows all scenarios to be preset
  • Releases top level technicians to focus on more complex issues
  • Ensures SLA's are met
  • Identifies client training requirements
  • Integrates with your existing ticketing systems
  • Dramatically reduces costs associated with running a 24 hour helpdesk in-house
  • Elleviates staffing issues such as absence and sickness

For further information call 0800 018 2840

 

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