Tech Support as a Service™

Technical Support

Value-added Services and Innovations above and beyond the contract

Sitel Technical Support offers a strategic technical support solution with our Tech Support as a Service, or TSaaS, model. We offer the right fit to deliver exactly what you’re looking for, as well as the scalability and innovative services to continue adding value to your brand over time.

Sitel Technical Support offers the following services and solutions:

Service Desk

Service Desk

  • Single point of contact for IT requests/issues
  • Reduce end user effort and handle times
  • Increase productivity and satisfaction
  • Reduce overall IT cost
Specialized Tech Support

Specialized Tech Support

  • Applicable to B2C and B2B customers
  • Increase customer loyalty and customer lifetime value (CLV)
  • Resolution focused
  • Improve customer satisfaction as a feedback loop into product/marketing
Paid Tech Support

Paid Tech Support

  • Monetize “out of scope/warranty” calls
  • Introduce new revenue stream
  • Multi-product/brand skilled agents

Discover Sitel Technical Support

How we have leveraged innovative management and hiring to reduce handle time while increasing service levels: 

Our client is a global leader in water, hygiene and energy technologies.

water-droplet

Objectives:
• Maintain or improve service levels

• Partner with client to manage its environment’s increasing size, diversity and complexity
• Establish a culture of continual improvement and enhance user experience

Solution:
• Implemented TSaaS best practices, including incident & problem management
• Implemented Outlier Management best practices
• Established robust Knowledge Management methodology

Results:
20% reduction in Average Handle Time
25% reduction in Mean Time to Resolve (MTTR)
21% increase in agent satisfaction resulting in decreased attrition
Exceeded CSAT/NPS and service level for 12 consecutive months

tech_support_cs_waterdrop

Our client is a global leader in water, hygiene and energy technologies.

Objectives:
• Maintain or improve service levels

• Partner with client to manage its environment’s increasing size, diversity and complexity
• Establish a culture of continual improvement and enhance user experience

Solution:
• Implemented TSaaS best practices, including incident & problem management
• Implemented Outlier Management best practices
• Established robust Knowledge Management methodology

Results:
20% reduction in Average Handle Time
25% reduction in Mean Time to Resolve (MTTR)
21% increase in agent satisfaction resulting in decreased attrition
Exceeded CSAT/NPS and service level for 12 consecutive months

Brands We Help

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brandswehelp_viasat

Additional Resources

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