Address
29-5, 5th Floor, The Boulevard Offices Mid Valley City, Lingkaran Syed Putra, Mid Valley, 59200 Kuala Lumpur
Work Hours
Monday to Friday: 8.30AM - 7.00PM
Technical Support
With Kexxel BPO you get cost-effective, efficient, and expert technical support which will enhance customer satisfaction, reduce operational burdens, and help you to maintain a competitive edge.
Professional Technical Support Services for Your Business
In today’s fast-paced and ever-evolving business world, having reliable technical support is crucial for the success of your organization. At Kexxel BPO, we understand the importance of having a strong IT infrastructure and the impact it can have on your business operations. That’s why we offer top-notch technical support services to ensure that your business runs smoothly and efficiently.
Our technical support team consists of highly skilled professionals with years of experience in the industry. We offer comprehensive technical support solutions that cater to the unique needs of your business, whether you need remote or on-site support. We are committed to providing timely and effective solutions to any technical issue you may encounter, so that you can focus on your core business activities.
24/7 Support
Reduced Downtime
Experienced Professionals
Improved Efficiency
Case Study 1
Leading IT Company based in the UK
The Client
Tatvasoft is one of the leading global software development companies with customers spanned across 36 countries and working in more than 10 industry domains.
The Challenge
We were provided with a diverse range of IT services and solutions therefore staffing the help desk was our biggest challenge. Technical Support Staff answering the inbound calls had to be:
- Technically proficient in a variety of tools and technologies.
- Experienced enough to fix customer issues over the phone and to answer complex technical queries capably.
- All this was to be done in an economical manner within the customer’s expected budget. A ‘Train the Trainer’ concept was immediately incorporated by Kexxel BPO where the Training Head & Senior Trainers received the required technical training from our client.
Our Solution
Kexxel BPO rose to the challenge, we used the vast experience we garnered on previous, remote IT support projects to ramp up fast. Our solution was three-pronged:
Targeted Staffing: We staffed the technical helpdesk with an able and experienced team who had worked on similar projects, and had broad knowledge of the platform(s) our customer’s IT solutions were based on.
Training: These support staff were further trained on the specific solutions and services offered by our customer so that they could respond to calls confidently and solve problems in a speedy manner.
The Result
Kexxel BPO has been consistently meeting, and exceeding, the SLA agreed upon with the client. There have so far been zero hitches providing technical support to this project. CSS scored more than 98% in compliance (these metrics though available, cannot be shared due to customer confidentiality privilege)
Some great feedback we have received:
- All technical queries are being handled with precision.
- The company’s technical products and services are being simplified for those who call.
- Kexxel BPO were efficient in providing the right infrastructural support to handle all calls.
Case Study 2
Global IT related Manufacturer
The Client
Videoton is a leading, fully integrated contract manufacturing company, providing professional services in the region, and is recognized as one of the largest electronics manufacturers in Europe and worldwide
The Challenge
There were 3 different levels of technical support required.
Level 1 – Technical support would handle basic customer queries or issues like product usage or navigation issues.
Level 2 – Technical support handles in-depth technical issues like product setup and configuration issues.
Level 3 – Technical Support require the involvement of the engineers or programmers who designed and built the product.
The client had initially provided in-house technical support where they had trained the customer service team based on their Level of support so each CS only mastered 1 level of support. This strategy incurred extensive expense due to the headcount needed to support such a structure.
Our Solution
Kexxel BPO did some extensive research and found that 60% of the customers that contacted the technical support team fell under the Level 1 category which was mainly for assistance on product specifications. Using this information we trained the CS assistants to be multifaceted specialising in all Levels but with more emphasis on Level 1 as the bulk of the calls were for Level 1 support and the AHT for level 1 was shorter than those from Level 2 & 3.
This COPC strategy worked wonders as the Service level went up to 98% and abandon rate was at a record 2%.
The Result
This basically showed that the agents were able to prioritise their calls and were also able to resolve the customers issues at first contact, therefore service level remained at an above average 98%
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