The Pros and Cons When You Outsource Your Technical Support Team

Technical support serves a vital role in a business. Their role is to troubleshoot, give advice and help customers with their hardware or software problems. They are also the ones who make sure that operations run smoothly and there are working cybersecurity and data protection.

As technology continues to grow, more businesses are now opting to embrace things outside their comfort zone. They are now investing in IT infrastructure, personnel and other technological advancements that can help them provide 24-hour technical support. Moreover, there are always trends that appear and give them an advantage if done right. All of this can cost money, and some businesses are quite tight on their earnings. So, that is why some choose to outsource their technical support. But, if you’re hesitant about getting one, here are the pros and cons when you outsource your technical support team.

The Pros

Cost-effective and cost-efficient

Hiring employees through outsourcing is undeniably cheaper and faster than finding a new employee using different hiring methods.

Why? This is way cheaper since you won't need to worry about office spaces and equipment. You also won’t need to worry about giving them the traditional salary in-house employees get. On the other hand, outsourcing is faster since you can just contact an outsourcing company and they’ll do the rest based on your employee requirements.

Access to new talents

Outsourcing is the same as hiring a new employee, but this time around, you can get as many as you needed through outsourcing companies. Not only that, the process is cheaper and faster than finding recruits on your own.

Getting employees from outsourced companies is also great since it gives you access to new talents in different areas. Take for example an office in Australia outsourced staff from the Philippines. With this, you will have new talents that have the potential to make your business grow.

Moreover, outsourced employees already have the knowledge and skill set of a particular position, meaning they already know what they're doing and will only need to be briefed regarding branding and company ethics. Also, having a trained team with you will help you work efficiently since you can now handle a lot of work than before at an efficient pace with better results.

The Cons

Communication problems

This is a given since your outsourced employees are not in your office, meaning they can be found in a different state or a different country. Having communication problems can create many setbacks that will gravely affect your projects and business. Make sure to find an outsourcing company that has the same native language as yours and understands your culture to avoid unnecessary commotions and mishaps.

Hard to control

Having outsourced employees has its own risks that needed to be addressed, and one of this is an oversight on a regular basis. Before having these issues to come your way, make sure to create a set of guidelines or procedures for your outsourced team to follow in order to promote an organised and efficient workflow.

Having over five years of experience in providing technical support for businesses in Australia, Global TeleForce completely understands the ins and outs of the industry and is proud to say that our technical support outsourcing services is top-notch since our specialty is telecommunications technical support with our NBN ready teams.

To get started with your new team of technical support, contact us at 1300 77 88 62 or email us on enquiry@globalteleforce.com for general enquiries and sales@globalteleforce.com for a quotation.

Source: http://globalteleforce.com/blog/the-pros-and-cons-when-you-outsource-your-technical-support-team

2020 Buyers Guide

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Speech Technology

 

1.)

Agara Agara is an autonomous virtual voice agent powered by Real-time Voice AI. It is designed to have intelligent conversations with your customers, vendors, and partners without any assistance from human agents. It can handle a wide variety of calls including inbound customer care calls, outbound lead generation calls, appointment scheduling calls, and overdue payment recovery calls. Agara is available for several industries including banking, insurance, retail, e-commerce, airlines, and telecom. Powered by advanced Real-time Voice AI that understands speech in real-time, automatically determines the right process to follow and guides the caller along in the process with natural conversation. PH: +1 (512) 333 4634 https://agara.ai/

2.)

Call Center Studio Call Center Studio Call Center Studio is the world’s first call center built on Google and is one of the most secure and stable systems with some of the industry’s best reporting. It is one of the most full-featured enterprise grade systems (with the most calling features, one of the best call distribution, outbound dialing features and integrations—including IVR, AI Speech Recognition, blended inbound/outbound calling and includes Google’s new Dialogflow and Speech API. Call Center Studio is the absolute easiest to use (with a 10 minute setup), and is the price performance leader with lower equipment cost and less setup time. PH: +1 512-872-7565 https://callcenterstudio.com/

3.)

Call Tracking Metrics Execute automated actions based on words spoken by your customer. Our intelligent word detection and transcription tools make it easier for you to decipher the content of your customer conversations and automate action based on those insights. Transform the audio of your calls into speaker-organized scripts so you can easily search your call log for specific words from a conversation, or automatically detect when words of intent are spoken by your customer. Listen in on and highlight common patterns in order to execute triggers to initiate a new action or workflow, such as emailing a manager if the word “cancel” is spoken on a call. You can also set up to automatically redact content from a transcript, such as sensitive health information transmitted on a call. PH: 8005771872 https://www.calltrackingmetrics.com/analytics-and-reporting/conversation-analytics/keyword-spotting/

4.)

Daisee Daisee Daisee builds technology that empowers people to solve problems by making interactions simple and smart so they can have a more significant impact, be more productive and be better at what they do. We believe incremental improvements carry huge potency and provide exponentially greater change for the better. Genesys customers can now automate risk and quality management using Daisee’s speech and sentiment analytics and remediation workflow software. Daisee helps improve customer experience, ensure regulatory compliance, identify missed commercial opportunities & training requirements as well as provide valuable insights back to the business directly from the frontline – the true voice-of-... (read more)Daisee builds technology that empowers people to solve problems by making interactions simple and smart so they can have a more significant impact, be more productive and be better at what they do. We believe incremental improvements carry huge potency and provide exponentially greater change for the better. Genesys customers can now automate risk and quality management using Daisee’s speech and sentiment analytics and remediation workflow software. Daisee helps improve customer experience, ensure regulatory compliance, identify missed commercial opportunities & training requirements as well as provide valuable insights back to the business directly from the frontline – the true voice-of-the-customer. Unlike legacy speech analytics providers that simply transcribe audio to text and use ‘word spotting’ (i.e building a database of synonyms for every use case - ‘angry’ and ‘manager’ as well as ‘upset’ and ‘supervisor’ and simply spotting for those words), the engine has proprietary use of its sentiment language – a University innovation developed at Daisee, resulting in far more accurate transcription, enabling derivation of the context of a conversation. The Programmable Scorecard™ scores every call, and automatically activates a workflow for low-scoring, high-risk calls in near-real-time so they can be immediately reviewed and remediated. As the solution is pre-trained out of the box, deployment is a matter of weeks, not months and there is no setup or professional services fees – just a straightforward SaaS based pricing model. Ensure 100% of your phone interactions are not only monitored but also analyzed and scored with high-risk calls triaged for fast review and remediation. PH: +61404697151 https://www.daisee.com/

5.)

Eckoh EckohASSIST Advanced speech recognition and natural language expertise that routes callers by simply asking ‘how can I help you?’. It allows customers to use their own words to ask for what they want and steers them to the right place. Menus are eliminated altogether and contact centres can use a single inbound telephone number. PH: 01442 458300 https://www.eckoh.com/customer-engagement-solutions/ivr-speech-solutions/natural-language-speech-recognition

6.)

MattsenKumar LLC SmartSpeech SmartSpeech – The Best In Class Speech Analytics Software An all-inclusive speech analytics application that enables you to visualize your audio using state-of-the-art speech recognition, transcription, and text analytics technologies. PH: +91 99026 10044 https://www.smartspeech.io/

7.)

Voci Technologies Incorporated V-Blaze Speech to Text Our GPU-accelerated, AI-based technology enables you to deliver greater insights to the contact center by transcribing audio into analyzable text. - Transcribe large volumes of recorded audio quickly - Integrate transcripts with your analytics or business intelligence platform - Reduce your hardware footprint and minimize total cost of ownership PH: 412-621-9310 https://www.vocitec.com/speech-technology/v-blaze-real-time-speech-to-text

8.)

Voxjar Voxjar Voxjar is your one-stop-shop for driving better phone calls with your customers. We're a modern Conversation Analytics and Call Coaching Platform. - Custom Charts and Dashboards give you the freedom to analyze calls from the highest level down to the details of each conversation. - AI-Powered Speech Analytics transcribes, searches, and analyzes your reps' phone conversations, at scale. - Quality Assurance and Call Coaching tools let you evaluate and improve agent performance with a human touch. - Long term recording storage for historical analysis All of these together provide the holistic, easy-to-use software that you need to manage a modern call team and create better con... (read more)Voxjar is your one-stop-shop for driving better phone calls with your customers. We're a modern Conversation Analytics and Call Coaching Platform. - Custom Charts and Dashboards give you the freedom to analyze calls from the highest level down to the details of each conversation. - AI-Powered Speech Analytics transcribes, searches, and analyzes your reps' phone conversations, at scale. - Quality Assurance and Call Coaching tools let you evaluate and improve agent performance with a human touch. - Long term recording storage for historical analysis All of these together provide the holistic, easy-to-use software that you need to manage a modern call team and create better conversations with your customers. Voxjar brings value across all departments to improve Sales, Marketing, Customer Care, Collections, Compliance, and even your Product Team. Deep insights into each customer conversation will invigorate every corner of your business. Start today with a free 14-day trial https://voxjar.com

 

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