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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.

Picture of a woman using her phone to leave a positive review

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.
Image of agent taking calls in call center at night with icons representing help desk support, documentation, and troubleshooting
Call center agent facing his computer with icons representing time sensitive calls, alerts, and call filtering/screening

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.

Image of a data center with icons representing operations, incident alerts, and incident response

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.

Graphic with text that reads "76% of customers prefer to contact customer service agents by phone."
Graphic with text that reads "85% of callers who don't get through to you on the first attempt won't call back and will call your competitors."

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.

Graphic with text that reads "67% of people end a call in frustration when they are unable to reach customer support staff."
Graphic with text that reads "80% of callers transferred to voicemail don't leave messages."

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!

Help Desk Outsourcing for Every Industry

We have experience in every industry. From in-house IT departments to SaaS companies and managed service providers (MSPs) to product manufacturers, we provide custom help desk solutions and technical support outsourcing to all types of businesses. Browse all of our industry solutions here.

Image of business telephone and headset on a desk

Outsourced Help Desk for Managed Service Providers (MSP)

CMS offers a 24/7 help desk solution for your managed service customers.

When technology misbehaves, customers need help now, not later. But providing them the level of technology support consistent with their Service Level Agreements (SLA) is easier said than delivered. You can’t be everywhere, and if you’re already immersed in solving one problem, taking calls to jump to the next may not be possible.

IT problems arise 24/7, and CMS ensures your customers reach a professionally trained voice ready for help, 24/7. We can document, create work tickets in your system, dispatch, book follow-up appointments and handle the routine requirements for you. Freeing you to do what you do best. From Tier 1 troubleshooting to phone systems, databases, networks, and cloud computing, CMS provides customer care that shows your customers you care. A level of care that sets you apart.

We’re the 24-hour call center that keeps your MSP business booming.

Learn more: Call Center Services for Managed Service Providers (MSPs)

Software developer coding on his computer in front of multiple monitors

Help Desk Outsourcing for Software and Saas Companies

CMS delivers 24/7/365 customer support so you can focus on the next release.

Even when business is booming for software developers, the innovation and invention that drives success can be at odds with the need to keep customers happy and loyal. Technology misbehaves, and customers turn to you for support and solutions. You may have more pressing things to do, but your public face is critical.

CMS supports you by acting as your outsourced tier 1 help desk. We offer trained virtual receptionists, smart IVR, an understanding of your needs, and a proven track record.

Business hours, after-hours, weekends, and holidays — you’ll make the right impression by providing outstanding customer service, giving each call the attention it deserves. You keep working and creating, and we care for your customers. CMS ensures that superior customer service is delivered in less time and at a lower cost, without hiring additional staff or coming at the expense of the next great thing.

Let us customize a help desk call center solution for your software.

Learn more: Call Center Answering Services for SaaS Companies

IT department staff collaborating at a white board

Outsourced Help Desk for In-House IT Departments

No matter the business, information technology plays a key role in process efficiency and data security.

Whether it’s a minor IT problem or a major issue, when IT-related issues arise, your users can get frustrated easily. They get even more upset and anxious when they cannot speak with a live person.

If you want your department’s calls to be handled with utmost care and minor issues managed professionally, you can depend on CMS help desk solutions to be there as your third-party call center provider. 

We’ll take care of consumer inquiries and repair requests while you continue to work on higher-level tasks. We’ll handle a range of functions, including creating work tickets, staffing your 24-hour helpdesk, Tier 1 troubleshooting, on-call help, escalations, and more.

With our team and without necessarily adding more people, CMS ensures that your company can deliver excellent customer service in less time and at a lower cost.

Learn more: Answering Services for IT

Integrate Your Existing Systems

We can integrate our answering service with the tools you use daily, making your life easier by streamlining workflows and keeping data synced across applications.

Image of some of the top software applications that CMS integrates with, including Slack, Paycor, ADP, Salesforce, Zendesk, Autotask, Halo PSA, Kronos, Zoho, and Workday
Image of some of the top software applications that CMS integrates with, including Slack, Paycor, ADP, Salesforce, Zendesk, Autotask, Halo PSA, Kronos, Zoho, and Workday

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:

  1. 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.
  2. 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.
  3. 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 Resources

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Related Pages

Sources

  1. https://d1eipm3vz40hy0.cloudfront.net/pdf/cxtrends/cx-trends-2020-full-report.pdf
  2. https://hbr.org/2017/07/your-customers-still-want-to-talk-to-a-human-being
  3. https://ecommco.com/blog/68-percent-believe-you-dont-care.html
  4. https://www.nytimes.com/2014/06/15/fashion/millennials-shy-away-from-voice-mail.html