Your clients increasingly measure product value through quality and by the scope of services that are associated with the products: information services, technical support, after-sales services, and hotline.

All these services are a principal asset and a crucial factor of differentiation and customer loyalty. They significantly and increasingly merge with the marketing strategy of an IT manufacturer, a software publisher, an Internet Provider or a Distribution Chain.
Global Call Center pledges to assure the success of your products and services by setting up an assistance that is adapted to the needs and expectations of your customers, listening-in and tailored treatment, and a definite and transparent approach.
In this way, Global Call Center offers high quality tailored support through the hosting of a hotline and after-sales services, particularly for software publishers, IT manufacturers, distribution chains and ISPs.
The major services offered include:

• Executing call treatment procedures through “Customer Care” tools
• Assigning a call number on our MIC R2
• Recording and analyzing incidents
• Pro-active level 1 and 2 support
• Reporting weekly and monthly activities

All services supplied to your customers are quantifiable and followed up by complete and personalized reporting.

Performance indicators:

• Category of hotline incidents and calls,
• Customer satisfaction rates,

Productivity standards:

• Success rates (% of calls solved at first call),
• Waiting time before a call is dealt with,
• Call time (time for incident treatment),
• Average time per call,
• Additional services and options: warranty management, additional sales, subscription, establishment of client files, …