IT Contact Center Solutions and Services

TeleDirect is a Business Processing Outsourcing (BPO) provider that has established itself as an industry leader in contact center solutions. We have a footprint in virtually all industries, providing unmatched services to businesses of all sizes and types. Part of our offering is a tech call center. Our IT contact center agents serve as the first point of contact for users when they are faced with technical issues with your product or service.

As technology users ourselves, the team here understands how important an open line of communication is to promptly resolve issues. It's only natural for customers to request help and assistance when interacting with your business offerings. When that happens, you can trust dependable professionals at TeleDirect to address users' concerns while your team focuses on more important tasks.

Why Are IT Call Centers Critical for Your Business?

Technology like mobile devices, computers, software, mobile apps, and other web services serves as the backbone of most business processes in today's business landscape. Without modern technology, most businesses will cease to exist. So, it’s important to promptly and effectively resolve technical issues as they arise to ensure business continuity.

If you don't have a competent in-house call team that can handle calls relating to IT issues or prefer to focus all your resources on core business activities, then your business requires an IT contact center. Agents from an outsourced IT unit will act as a vital link between your products and users, ensuring users get guidance and support when needed.

IT contact center operators can also contribute to customer satisfaction and loyalty to your brand. Prompt resolution of issues is highly valued. When you entrust your IT call center support needs to a competent call center unit, their services will greatly impact your company's reputation and success.

Furthermore, hiring an IT call center provider means you don’t have to install and maintain call center hardware and equipment in your facility. When it's time to scale resources up or down due to the amount of calls, the outsourced IT department will take care of it. Call centers are equipped with robust and advanced infrastructures built for scalability.

For years, TeleDirect has been providing comprehensive and Tier 1 IT call center solutions to businesses in diverse industries. When customers encounter issues with your business's products or services, let us be the first people they reach and work with you to resolve them.

Types of IT Call Centers We Provide

We offer a broad range of tech call center solutions to meet the different needs of the businesses we serve. From IT answering service to customer satisfaction surveys and everything in between, we have the right solutions.

Depending on your circumstances and needs, you may have to implement one or two of our services. In any case, we can help you get all the IT support services you need.

Call Center Software

TeleDirect uses Seminar Edge software and other cloud-based tools to address IT-related support needs. The cloud solution offers maximum uptime, ensuring agents have access to all the resources needed to address support concerns.

Our call center software includes features such as automatic call distributor (ACD), interactive voice response (IVR), omnichannel conversation support, and integration with CRM. These features help us deliver timely and effective solutions.

IT Answering Service

Especially when users run into sudden tech issues, the last thing they want to experience is hearing a robot or an answering machine when they call your business. They want to speak to a real person who can help them resolve the issue they are facing. This is why TeleDirect offers 24/7 IT answering service for business IT departments.

Many product engineers and developers, though good when it comes to developing products, lack the know-how of phone call handling. Phone calls can also be an unwelcome distraction to them. With TeleDirect IT answering service, be confident that our trained call center IT agents will help you answer calls based on your instructions. Our team's expertise comes from training and years of working with different businesses. This means they can handle different types of IT calls.

During cases where calls need to be escalated, we can route call requests to the appropriate department in your organization.

Outbound Calling

Are you looking to reach out to prospects or existing customers but don't have the in-house technology and human resources to do so? Don’t fret—TeleDirect can help you make outbound or outgoing calls for different outreach needs.

Our trained agents can follow up on potential leads, offer new products to clients, set up appointments, do market research, and more. Our outbound calling service helps you ease the burden of operations on your employees. Your workers being overloaded with such tasks as making calls can lead to a drop in motivation and productivity, especially if they are not well trained in that aspect.

Scalability is not a problem for us; during business booms when call requests are high, we can scale up resources to meet demands and down during quieter periods.

24/7 Coverage

No one can tell when a technical issue will arise. This underscores the importance of having an IT support desk that is always available to take customer calls about issues or difficulties faced. Outsourcing your IT call center answering operations to an offshore call center company may lead to issues arising from conflicting time zones and language barriers.

When you work with a US company like TeleDirect, you can have the peace of mind that you're working with agents who are not only in the same time zone as your customers but also indigenous to them.

Bilingual Staff

Not everyone living in the United States speaks English. In fact, having people from different parts of the world living here is one of the best things about this country. To support the non-English speaking demographics, we have bilingual agents who speak other popular languages spoken here in the US.

Use TeleDirect today to provide your customers and clients with personalized IT Call center support.

Lead Response Management

TeleDirect lead response management lets your internal sales and marketing team get access to leads that have been verified and qualified. Using a broad range of tools and services, we'll make sure that the contact information of every lead is accurate, ensuring zero duplicates and inconsistencies. We'll also help you qualify leads to ensure you’re getting access to prospective customers that are more likely to buy. During lead qualification, we take into consideration certain factors such as needs, budget, and authority to make purchase decisions.

If you need us to help nurture qualified leads to a close, we can do that by following up through our outbound call center services. The experienced experts will learn about your processes, so they represent your business well.

Reservations & Appointments

When organizing IT events, getting people to respond to invitations, sending out reminders, and confirming spots for attendees can be overwhelming. Our IT reservation services allow you to focus on other parts of the event, such as prepping the venue and arranging for speakers, while we take care of getting people to RSVP.

Our tech call center is also helpful when setting up appointments for IT-related meetings or calls. Use our reservation and appointment service to get maximum participation.

Callbacks & Reminders

Some technical issues can’t be fixed on the spot. These difficulties will need thorough research and time for proper addressing. Without keeping a user or customer on the line, our agent can schedule a callback service while your engineer fixes their issue.

Once the problem has been addressed, we'll help ring the customer back with an update at a pre-arranged time.

Customer Satisfaction Surveys

Want to know what customers are thinking about your software or mobile app? Or do you want to know the public perception of your business IT support? Our IT contact center services include conducting customer satisfaction surveys.

We’ll help you gather feedback so you can know what customers are thinking and areas where you can improve your support strategy. Our omnichannel communication coverage means we can collect responses and feedback from channels such as social media and text, as well as voice calls. This multi-channel support ensures extensive reach.