Elevate your support with 24/7 help desk outsourcing from CMS
Help desk call center services from CMS provide your organization with an affordable option for maintaining constant availability.
Whether you’re an IT company providing technical support or a multistate law firm supporting hundreds of attorneys, your customers and users expect their needs to be addressed promptly. By partnering with CMS to provide help desk support services, you ensure their expectations are always met.
Our help desk services provide your business with well-trained American operators available 24/7 to serve your organization’s needs.
A better way to handle technical support calls
Self-service knowledge base, web forum, email support, ticket system – you seem to have it all covered. But despite these digital efforts, specific clients still want to speak with a live person.
With tier 1 help desk outsourcing from CMS, you can keep these customers happy without drastically increasing costs.
Instead of resisting the idea of providing telephone support and subsequently damaging relationships, our IT help desk service provides a 24-7 solution for managing these calls effectively. By only paying for the time our agents spend on your calls, you can avoid the high costs associated with managing your call center or paying overtime to staff.
Built to the needs of your end-users and existing company workflow, our tier 1 help desk service can walk callers through initial troubleshooting, create work tickets, receive and process system notifications, and, when necessary, coordinate with the appropriate personnel within your organization.
Experience the CMS Difference
Outsourced Help Desk Call Center Solutions
CMS’s outsourced technical support call center handles calls like your third-party IT department. We enable you to keep working and creating while we care for your customers. Everything from Tier 1 troubleshooting to on-call support; ticketing management, manning your 24-Hour Help Desk, and more. CMS ensures that superior customer service is delivered in less time and at a lower cost without hiring additional staff.
Tier 1 Help Desk
Tier 1 or Level 1 (L1) technical support is the first line of defense when resolving technical issues. CMS provides affordable tier 1 technical support agents who can take your calls and assist customers with resolving basic technical problems.
Our level 1 agents are customer service experts trained to resolve customer issues efficiently and effectively. We’re available 24/7 to assess each caller’s needs and provide the best possible resolution.
Our L1 help desk agents can:
- Process user requests via phone, email, SMS, etc.
- Open tickets for each issue and collect all pertinent information.
- Resolve common support cases and basic technical tasks using guided scripts.
- Escalate issues to higher levels of support or on-call staff.
Tech Support Dispatching & Call Triage
Our IT dispatch service is designed for technology companies and IT departments that provide 24-hour support and need an effective way to screen and dispatch calls to on-call technicians or engineers.
Whether you provide on-site or virtual support, your customers must be able to reach you around the clock.
Instead of depending on technicians to answer their phones when on call, our service provides a centralized call center capable of screening calls, relaying urgent requests to the appropriate party, and keeping a record of every communication.
Our tech support dispatch service provides your clients and technicians with a single point of contact that makes it easy to manage and track support requests. By providing your users with one number for requesting support and having your technicians clear and escalate calls from the same help desk, you ensure a clear and accurate line of communication remains open.
Network Monitoring & Incident Response
CMS can serve as your outbound notification and incident response call center, responding to critical system alerts and ensuring the appropriate people are notified.
Available 24 hours per day, 365 days per year, our help desk call center is always open to monitor your system notifications. With CMS, you don’t have to worry about off-hour alerts going unnoticed or email messages unchecked. Instead, a trained agent addresses every alert we receive from your system.
The CMS help desk is configured with your relay procedures, contingency plans, contacts, support staff, and other information needed to resolve every alert that may be generated. Custom relay options include:
- Procedures that vary based on the type of alert received
- Escalation processes in case the primary contact is not available
- Custom time frames for executing different steps
- Ability to notify multiple people using multiple channels
Utilizing CMS to process your system alerts can benefit from having a single communication center responsible for executing and monitoring your incident response procedures.
24/7/365
Availability
100%
Customizable
3,000+
Clients
99.99%
Uptime Guarantee
Benefits of Help Desk and Technical Support Outsourcing
Technology has revolutionized the way businesses operate and has changed the landscape of customer service and support. The traditional in-house technical support model is no longer feasible for most companies due to the high cost of maintaining a fully staffed IT department. Outsourcing your technical support and help desk needs to a reputable provider like CMS can help with:
Cost Savings
One of the biggest advantages of outsourcing your technical support and help desk functions is the significant cost savings that can be achieved. When you outsource, you only pay for the services that you need, when you need them. This can result in a 60-70% reduction in costs compared to maintaining an in-house IT department.
Customer Satisfaction
Your customers will appreciate being able to reach a live person 24 hours a day. Providing your customers with quick and easy access to technical support can help to improve customer satisfaction and loyalty. You can rest easy knowing each caller will be greeted by knowledgeable and friendly staff.
Efficiency
An outsourced help desk can help you increase efficiency by freeing up your internal resources for higher priority tasks, improving first-call resolution rates, and reducing the need for escalated or on-call support.
Flexibility & Scalability
An outsourced technical support and help desk team can be scaled up or down as needed to meet the changing demands of your business. This flexibility can be a major advantage during peak periods or seasonal spikes in call volume.
Customers Expect Telephone Technical Support — CMS Ensures You Are Always Available
Calls are preferred for quick service
There’s nothing like a quick phone call for resolving a routine support request, so we understand why customers want to speak to a real person.
In fact, 50% of consumers (regardless of age) contact customer service using their telephone.1 They don’t want to waste time on an endless cycle of back and forth through email or messaging.
So, when you make sure there’s somebody professional at the end of the line taking care of your customers, you’re also showing them how much you care and value their time.
Don’t help your competition
Did you know that 61% of customers who are in the middle of the buying cycle call the business they’re interested in?2 Can you afford to lose out on valuable leads or prospective customers if you do? And can you bear the thought of them going to your competition?
At CMS, we know the rewards of consistently answering calls, as well as the consequences of ignoring or not being able to attend to other calls. One phone call can make a world of difference to your business, so we won’t be taking any chances. Neither should you.
Protect your reputation
Ever get that awful feeling when no one seems to be available to answer your calls, especially when there’s no other way to resolve your concern?
When people are made to feel ignored, you lose their loyalty. They start to question the credibility and reputation of your brand, so it’s no big mystery why 68% of customers leave a company because they think it doesn’t care.3
With CMS, you can build up your reputation and keep your customers loyal to your brand no matter what.
Say goodbye to voicemail
Answering machines may have been a novelty the first time they were introduced. Today, however, voicemails are not only considered productivity killers but are also untrustworthy — that is, people assume nobody ever listens to them and that they’ll never get their problem resolved.
Besides, other than baby boomers and Gen Xers, millennials and members of Generation Z probably make up a portion of your market, so it’s useful to know these younger generations can be averse to voicemails.4
So, better not leave phone calls to chance.
Partner with CMS and see your loyal customer base grow like never before!
The Importance of 24/7 Technical Support
As the world increasingly relies on technology, it’s more important than ever for IT companies and departments to provide 24/7 technical support. Here are four reasons why:
- Technology never sleeps. Just as people around the world are working at all hours of the day and night, so too are the machines they rely on. If something goes wrong with a piece of equipment or software outside normal business hours, it can cause major disruptions.
- Downtime is expensive. Every minute a machine is down is money out of the company’s pocket. In some industries, such as manufacturing, even a few minutes of downtime can cost thousands of dollars.
- Customers expect it. In today’s 24/7 world, customers expect to be able to reach a company at any time of day or night. If they can’t, they’ll take their business elsewhere.
Cost-Effective Help Desk Outsourcing
How much would it cost to staff your own 24-7 help desk call center? How much time and effort would it take to configure the technology, develop workflows, train staff, and complete the various other tasks necessary to get up and running? With CMS, these costs can be avoided.
Our call center infrastructure is already in place, and integrating your business processes is simply a matter of plugging data into our system. Every month, all you pay for is the time our operators spend on the phone working on your account.
100% Customizable Tier 1 Technical Support
Our help desk call center services are designed to fit your needs and integrate with the applications your team already uses.
Every business is different, and we’re committed to ensuring all our help desk solutions adapt to our client’s unique needs. That means we work closely with you on the details, such as integrating your CRM into our call center, creating work tickets directly within your system, accessing knowledge-base information and acting as the first tier of support for your users, and more. With our four decades of experience and premier in-house IT staff, there’s no limit on what we can do to make your utilization of our services a success.
Improve Response Time
In addition to providing your callers with quality customer service, our tier 1 help desk provides your technology business with a 24-hour call center for processing potentially critical issues. Although many callers need basic support, you never know when you will experience a major system failure that requires immediate attention. With our help desk service, protocols for handling these events are built into our system, allowing us to initiate your emergency response at a moment’s notice.
Customer Support Expertise
Just as you know your technology, we know customer service. We have provided communication solutions to thousands of organizations over the last fifty years, and we’re the ideal partner for any IT company looking to improve the first level of support that they are providing their users.
Related Pages
- Answering Service for Managed Service Providers (MSP)
- Answering Service for Computer Repair
- Answering Service for IT
- Answering Service for Software Companies
- Answering Service for Web Hosting
- Call Center Solutions for IT
- IT Help Desk Support Call Center
- Network Monitoring Call Center
- Tech Support On-Call Dispatching
Sources
- https://d1eipm3vz40hy0.cloudfront.net/pdf/cxtrends/cx-trends-2020-full-report.pdf
- https://hbr.org/2017/07/your-customers-still-want-to-talk-to-a-human-being
- https://ecommco.com/blog/68-percent-believe-you-dont-care.html
- https://www.nytimes.com/2014/06/15/fashion/millennials-shy-away-from-voice-mail.html