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Virtual customer service – why employ when you can outsource support within the UK

Virtual customer service and outsourced technical support can provide your business with a real competitive advantage.  Having several layers of in-house technical support is often part of the structure of the FTSE 100 corporation (and a serious irritation for their customers), most of us in the SME economy have just two or three support options – first line customer support, a technical specialist and a manager – and this can mean a much better customer experience.

TelePA’s skilled team can provide your callers with the reassurance they need when they have a support issue and, working to your brief, can advise on and resolve common issues.

At TelePA the team use our rock-solid 10 step process to make sure every caller is listened to and understood.  If we can’t resolve a customer’s support issue on the first call, we CAN make sure their issue is documented so that you, as the technical specialist, can get it right fist time, every time.

This is the process we use:

  • Answer promptly
  • Greet the caller
  • Give the company name
  • Give the name of the person answering the call
  • Offer to help
  • Listen carefully and ask questions to establish the exact nature of the problem or issue
  • Provide appropriate information according to your brief
  • Check spellings and telephone numbers
  • Record the content of the conversation – verbatim when appropriate and use your Zendesk, Infusion Soft or other CRM
  • Forward the call or send a message via text message and/or email, providing the name of the individual taking the support call, in case of query

Courtesy – Consistency – Expertise – Accuracy – (choose all four)

Call TelePA today on 01749 685605

If you’d like to meet us in person, our bricks and mortar address is: Westbury sub Hub, 22B Lodge Hill Business Park, Westbury-sub-Mendip, Wells, Somerset, BA5 1EY