When Your Tech Support Needs Support
For more than 15 years iQor has provided front-line product and technical support for major telecom providers and consumer tech companies, growing to a domestic, near-shore and offshore talent base of more than 4,000 agents supporting a wide range of products.
We provide Tier 1, Tier 2, and Tier 3 technical support for some of the world’s leading brands. Our highly trained, certified staff focuses on first call resolution, adopting the appropriate brand voice to deliver an exceptional customer experience in support of a wide range of products and services.
We provide Tier 1, Tier 2, and Tier 3 technical support for some of the world’s leading brands. Our highly trained, certified staff focuses on first call resolution, adopting the appropriate brand voice to deliver an exceptional customer experience in support of a wide range of products and services.
Specialties
- Mobile phones
- High-speed data and Internet access
- Consumer electronics
- Cable and satellite television
- Telephony services
- Corporate help desk
Knowledge-Informed Interactions (KII): at the Heart of Our Service
Underlying our quest for excellence is a passionate commitment to Knowledge-Informed Interactions (KII), a system that ensures our agents have the latest technical solutions and product knowledge.
As part of our KII processes, our agents collect, share and collaborate on resolving technical issues on more than 300 different phones, smartphones, tablets and other electronic devices. They feed an ever-expanding knowledge base of deep, detailed diagnostic and workflow solutions of the hardware/software ecosystem, including iOS, Android, Windows and BlackBerry.
With our KII shared knowledge forum, our agents—and our clients—have access to an evolving body of technical knowledge of every product they support. It also allows us to push repair trends to frontline agents to reduce the number of incorrect repair requests and no-fault-found returns.
As part of our KII processes, our agents collect, share and collaborate on resolving technical issues on more than 300 different phones, smartphones, tablets and other electronic devices. They feed an ever-expanding knowledge base of deep, detailed diagnostic and workflow solutions of the hardware/software ecosystem, including iOS, Android, Windows and BlackBerry.
With our KII shared knowledge forum, our agents—and our clients—have access to an evolving body of technical knowledge of every product they support. It also allows us to push repair trends to frontline agents to reduce the number of incorrect repair requests and no-fault-found returns.
Getting It Right the First (and Only) Time
iQor builds a customized technical support plan for each client that drives higher first call resolution. We share our client’s commitment to solving the problem for the customer the first time. To provide sustainable and repeatable results we employ strategies that can include multiple layers of concierge type support.
We view each problem, each interaction as an opportunity for our clients to get smarter about the products and services they offer customers. Whether using post-call surveys, contextual notes, or creating customized reference materials, we help our clients improve their products, pricing, and policies.
We view each problem, each interaction as an opportunity for our clients to get smarter about the products and services they offer customers. Whether using post-call surveys, contextual notes, or creating customized reference materials, we help our clients improve their products, pricing, and policies.
Concierge Service = Five-Star CSAT
Satisfied customers have always been key to corporate success, but in today’s mobile world, with new devices and competing plans constantly becoming available, customer retention is harder than ever. To encourage brand loyalty, iQor models its technical support on concierge service at a five-star hotel.
Expect agents who are:
- Warm and courteous
- Focused on each customer’s individual needs
- Knowledgeable about the company’s hardware, software, operating systems
- Efficient but patient, never rushing a customer off the line
- Trained to resolve an issue in one call (First Contact Resolution), either on their own or by tapping internal resources
- Trouble-shooters and problem-solvers
Hands-on Support in High-Tech Labs
As part of our commitment to our clients success, iQor helps build dedicated technical labs at our call centers. The labs are designed to replicate a typical store display, with flagship devices from our clients portfolio of products. With all the latest gadgets and equipment readily available, iQor agents can provide hands-on support from the floor, troubleshooting and recreating known issues to identify new solutions.
Top Tech Support Advantages
- 15+ years’ experience providing product and technical support in telecommunications /technology
- Hands-on agent training on 250+ phones, smartphones, tablets and other consumer electronics devices
- More than 4,000 agents in domestic, offshore and near-shore locations serving the telecom industry
- Fully scalable to accommodate seasonal and new product spikes
- Training on operating systems including iOS, Android, Windows, Blackberry, and more
- In-house content writers update product knowledge and solutions
- QeyMetrics business intelligence software for monitoring critical KPIs and caller issues
- Unique recruiting methodologies find agents with “Tech DNA”
- In-house Technical Lab for real-time testing
- Online video university, sQool, for training thousands of agents in different locations at once and quickly deploying specially trained teams if needed
