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Technical Support
Did you know that 77%† of all US adults are currently online? And the market is growing. When your Internet customers need help, they want the right answers and they want them fast. Through national backbone providers and direct area providers, InSite currently supports more than 225,000 Internet users. That includes every major e-mail software package, every major Web browser, custom Web applications and most modems in manufacture today. If you already hire more than three technicians to provide Internet support for your customers, you might find that it costs less to contract these services through InSite.
Our Clients
InSite's clients include individual ISPs as well as Telecom backbone suppliers with a client base from multiple ISPs. We currently support more than 225,000 subscribers, of both dial-up and broadband.
Supported Internet Applications
InSite has developed custom Web-based applications to maximize efficiency and performance in service delivery. We continually update proprietary help desk applications. We support customers on all levels of Internet connectivity. End user support services consist of various levels of technical support and basic customer service. These include sign-ups, information referrals, and relay of client applications messages. We cover all major platforms (PC and Macintosh); major operating systems (Win 98se, NT, ME, 2000, XP, and Macintosh programs); and most popular Internet software (major browsers, e-mail programs, utilities, and some Web development tools). DSL support is also provided.
Call Flow Chart
Level I technicians perform initial problem solving and record activity in the help desk database. If unable to resolve caller problems after a series of diagnostic tests, Level I technicians route callers to Level II technicians through immediate call transfer or scheduled callback. Advanced technical support through one-on-one customer assistance involves collaboration of Level II and Lead technicians. If Level II and Lead technicians cannot resolve the problem, the caller is then transferred to the client, who receives supporting documentation of previously attempted processes and procedures.
InSite Features
- Branded Greetings - Customer service reps respond to calls with greetings selected by our clients.
- Performance Criteria - Internal benchmarks average 80-second caller response. Client-specific service level agreements are also available.
- Training - Our agents are cross-trained to handle multiple applications and to access online tools and databases for complete end user support. The surrounding community and area colleges generate a labor pool of motivated, competent employees. Applicants are screened for technical expertise (ease with computers, the Internet, and the Web). They must also exhibit friendly, outgoing personalities, a willingness to help others, and the ability to adapt to various personality types.
Newly hired customer service reps first receive up to one week of comprehensive training. Next, they learn to use research and database tools for effective diagnostics in the workplace environment. Third, they are partnered with skilled technicians for "listening - in" sessions.
Finally, they advance to a heavily supervised academy bay, where they respond to live calls in a structured environment. When performance meets preset standards, employees advance to the production floor.
- Reporting - As standard procedure, InSite provides clients with daily call stat reports, which are generated by Interactive Intelligence's real-time reporting software.
- Disaster Recovery -
- A 50-kilowatt non-interruptible power supply system, integrated with a 1,000-gallon tank industrial diesel generator, provide facility backup.
- Redundant Call Centers - Call Centers located in Newberry, SC and Nevada, MO provide clients with the peace of mind that support will be available for their customers at any time. While both centers operate on a daily basis, either one can serve as a backup to the other because telephony, database, and web servers are housed at each facility and are kept up to date via replication.
Service Overview
- Service Installation - Most programs to support new contracts are implemented within three weeks. This covers programming of all client-specific information into internal Help Desk applications, selection of technicians to handle client calls, and training of new hires in client-specific processes or software.
- Role of Management in Service Delivery - By effectively maximizing agent skill levels into Level I and Level II support functions, we are rarely unable to resolve an Internet connectivity problem. Program managers, supervisors, and team leaders provide ongoing instruction in quality control to maintain focus on client and customer satisfaction.
- Tier One: We maintain a 1 to 12 supervisor/technician ratio. Supervisors monitor technicians remotely and directly and submit monthly follow-up evaluations.
- Tier Two: Senior technicians (Level II and Lead technicians) team with supervisors to conduct one-on-one support activities with customers. These managers are also responsible for compiling monthly reviews of individual and team performance.
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