System support services at Premier BPO are designed to ensure that your customers receive efficient technical support services.
System Support Services are designed to ensure that IT infrastructure, used by end-users for their daily business, is available, optimized, and effectively managed to provide a high degree of reliability. The results can be measured through reduced costs, increased customer satisfaction, and scalable help desk support that suit the needs of the company.
Premier BPO’s System Support services are available in the following major areas:
- Application administration, configuration and management (includes ERP, CRM and other mission critical application systems)
- Server administration and management
- Monitoring & incident management
- Standard Operating Environment (SOE) management
- Installations and upgrades
Premier BPO provides a dedicated team and a single point of contact for all of the customer’s support requirements. It is managed by an engineer who is conversant with the customer’s IT infrastructure. The combination of service standards, guaranteed response times, experienced engineers, and contracts tailored to meet existing IT provisions, ensures that the support you require will be available when you need it.
Premier BPO draws on a global pool of technically skilled agents accomplished in the fields of computer science, engineering, and mathematics. We support our global team of product experts with a training regime designed to maintain awareness of updates and changes to client products and services. This is reinforced by frequently updating employee knowledge bases. These measures translate into faster handle times and higher first-call resolution ratios.
The System’s Support Unit also issues daily, weekly and monthly reporting metrics for issues incurred, resolved, and outstanding for your company. This allows monitoring of the unit’s performance, which can be evaluated by the customer and BPO’s supervisors.
“As a longtime client, I want to thank you for being a true partner with us. As you know the call center environment is one with ever increasing regulatory oversight. Premier BPO is well aware of this and places great emphasis on being compliant while simultaneously meeting management objectives. Your company’s commitment to success shows at every level of management down to the individual supervisor and agent. I’m glad we partnered with Premier BPO and look forward to maintaining that relationship for years to come.”
“We have been outsourcing for over 4 years with Premier. Premier BPO has allowed us to lower our cost, maintain our quality and increase productivity.”