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Technical Support Outsourcing: Global Bilgi Solution Benefits

Technical support outsourcing

Technical support outsourcing has become an essential aspect of many modern firms’ strategies for optimizing procedures and focusing on core business duties. While internal technical teams may be overburdened or lack specific expertise, outsourcing allows access to seasoned specialists, innovative technologies, and immediate 24/7 assistance. This method is especially useful for industries that rely heavily on IT assistance, such as telecommunications, banking, e-commerce, tourism, automotive, and the technology and software development sectors. In these industries, not only is a quick response to client demands essential, but also trained assistance to maintain software product stability, which is critical for customer loyalty and brand reputation.

In this post, we’ll look at why technical support outsourcing is a good idea for organizations, how it saves money, boosts flexibility, and improves customer experience. We will also explain the benefits of outsourcing technical support to Global Bilgi and why you should entrust us with your clients’ technical help.

Five Key Advantages of Technical Support Outsourcing

Delegating technical support functions provides substantial benefits, particularly for big and medium-sized enterprises. Here are the five main reasons why firms decide to outsource technical support:

1. Reduced Payroll Costs for Agents

According to research, one of the primary benefits of outsourcing technical help is lower costs. Companies who outsource their technical assistance pay just for the services they require, when they need them.

Consider a contact center for a US-based IT corporation that provides software solutions abroad. Serving consumers from multiple countries with a high amount of technical inquiries necessitates keeping a large workforce of representatives. To save payroll expenses, consider outsourcing technical help to a company in Asia or Eastern Europe, where agent salaries are significantly lower.

2. 24/7 support and scalability

Let us return to the global business context, such as e-commerce. To generate money, an e-commerce contact center must give 24-hour technical support to consumers, ranging from website registration and promo code usage to payment issues and mobile app assistance. And all of this help must be available to buyers in various time zones! This is why global retail giants prefer outsourcing and rely on service partners in multiple locations.

Equally vital for e-commerce is the consistency of technical support throughout peak demand periods such as holidays, promotions, and seasonal sales. When inquiry levels skyrocket, outsourcing technical help is frequently the only practical option for maintaining high-quality customer service.

3. Access to Unique Expertise

The digital transformation of businesses drives an increased demand for technical support specialists. Take, for example, the outsourcing of a contact center for a bank or insurance company. Often, a large banking institution actively expanding its online banking and mobile app offerings decides to outsource part of its technical support. An outsourcing company, specializing in omnichannel support technologies, can provide the expertise and resources necessary for the swift execution of new projects.

4. Accelerated Market Entry

We live in a time when quickness of decision-making can be critical to success. It is not enough to create a high-tech product rapidly. It also requires rapid testing, client input, and continuous servicing. Outsourcing technical help might give you a competitive advantage when entering new markets. Hiring and training agents, providing language support, complying to local technical and legal standards, and accounting for cultural market variations are all obstacles that outsourcing assists organizations in overcoming.

5. Focus on Core Activities

To maintain their positions in a highly competitive market, multinational corporations must concentrate their efforts on their core businesses. Whether in telecoms, tourism, or the automotive industry, focusing on main competences enables businesses to make the most use of their resources to achieve strategic goals such as product innovation, client base expansion, or internal process optimization. Technical assistance outsourcing allows organizations to entrust all technical demands and customer service to a partner who specializes in this field, assuring the proper level of support.

Looking for a Reliable Partner for Tech Support Outsourcing? Choose Global Bilgi!

Outsourcing technical assistance has become an essential alternative for many businesses looking to provide high-quality service to their clients while focusing internal resources on key business duties. Global Bilgi is a dependable partner with extensive experience, providing a full variety of technical support services adapted to specific company requirements. Here are a few important reasons why Global Bilgi is the best fit for your company.

Experience and Transparency

Global Bilgi is part of the international telecommunications group DVL Telecom, which includes Datagroup, Volia, and lifecell.  Our company encourages openness and transparency in all procedures, from contact center outsourcing price to reporting and quality monitoring, which ensures client trust.

Global Bilgi has more than 15 years of experience in contact center outsourcing for a variety of industries, including telecommunications, banking, insurance, healthcare, e-commerce etc. We customize our solutions for each client, ensuring quality and efficacy.

Rapid Recruitment and Professional Training

Global Bilgi has built systems for quickly recruiting and training new technical support personnel. We work together with major higher education institutions to attract the most outstanding young professionals with the requisite technical skills and a drive to advance. Our recruiters choose applicants carefully, considering not just their theoretical knowledge but also their communication skills, stress tolerance, and capacity to learn quickly.

Following selection, new workers participate in an intense training program that involves both theoretical preparation and practical activities. We thoroughly educate our agents on the technical elements of our clients’ goods and services, allowing them to deliver the most accurate and fast support. Our training programs are built using cutting-edge teaching approaches, allowing our agents to swiftly achieve peak performance. With this strategy, we ensure that our clients obtain highly qualified personnel who can handle any technological challenges.

Effective Management and Quality Control

At Global Bilgi, we have extensive expertise managing big teams of remote support agents. We ensure that all procedures, from call handling to addressing complicated technological difficulties, are managed effectively using our proprietary contact center quality assurance software. Our solutions allow us to quickly identify and eliminate any deviations from defined quality standards, ensuring high levels of client satisfaction.

To maximize our agents’ efficiency, we provide them with sophisticated workforce management solutions. Our WFM software enables us to optimize work schedules while accounting for peak workloads and the unique demands of each agent. This not only increases productivity, but it also helps to create comfortable working circumstances and improves the employee experience.

Deep Expertise in Technical Support

The Global Bilgi team has built a multi-tiered support structure that includes several support lines for effectively resolving tasks of any complexity. Our specialists possess expertise in infrastructure support, including monitoring, maintenance, and system updates for clients. We provide comprehensive user support, helping to quickly resolve issues with the client’s products and services, significantly increasing customer satisfaction levels. To optimize processes, we utilize specialized scripts for the contact center and templates for inquiries, which help reduce request processing time while ensuring consistently high service quality.

Key Areas of Expertise:

  • Infrastructure support, maintenance, monitoring, and system updates.
  • Incident management and rapid resolution of technical issues.
  • Product support and ensuring the stability of digital solutions.
  • User support, assistance with product setup and usage.
  • Automation of technical support, development and use of chatbots, scripts, and templates for swift inquiry processing.

Proprietary Software for Contact Centers

Global Bilgi uses its own development—Sirius, a cloud platform for contact centers that provides omnichannel customer assistance. This means that your consumers can receive assistance via any communication channel that is most convenient for them, such as phone, video call, online chat, messaging applications, or social media. This approach allows us to strengthen our ties with clients by meeting them where they are most comfortable and providing a seamless and consistent contact experience.

Furthermore, the Sirius platform interfaces with a variety of CRM systems, allowing agents to obtain current customer information throughout each engagement. This allows agents to quickly fix consumer issues and increase loyalty.

In-House IT Development Department for Solution Integration

Our IT development department ensures full integration of support with the client’s software. We customize solutions for each client to enhance process efficiency and provide seamless integration with existing systems.

Customer Experience Management

Global Bilgi is more than simply technical assistance; it is a true partner in delivering a digital customer experience. We do not limit ourselves to only resolving technical concerns. Our professionals work hard to ensure that customers completely understand how the goods and services work so that they can get the most out of them. Our goal is not simply to answer queries, but also to anticipate customer needs and provide proactive solutions.

We ensure great satisfaction by applying Customer Experience Management best practices. Every interaction is seen as a chance to improve their experience. We carefully examine client input to discover patterns and make changes to our operations. Our goal is not only to cure a problem, but to convert an unhappy client into a committed brand promoter.

Flexible Pricing Models

We provide a variety of price models adapted to the demands of our clients, allowing businesses to select the most cost-effective outsourcing charges for technical support services without sacrificing quality. Global Bilgi wants to make outsourcing the most accessible and beneficial alternative for any organization.

Conclusions

Technical support outsourcing provides various benefits to major firms, including significant cost savings, access to highly skilled professionals, scalability of operations, and flexibility in responding to market changes. Engaging an external partner for technical support allows businesses to focus on their core activities, improves overall business process efficiency, and reduces infrastructure maintenance costs. This method also provides high-quality user assistance and ongoing incident response readiness, which is especially critical in a highly competitive economy.

Global Bilgi is a transparent and dependable business process outsourcing partner with over 15 years of expertise serving industries such as telecommunications, finance, healthcare, and energy. Our company provides speedy recruiting and professional training for agents who use our own cloud platform, Sirius, which is tailored to each client’s specific requirements.

By selecting Global Bilgi, you obtain a partner who effortlessly integrates into your business operations, follows quality standards, and provides excellent customer service. Contact us by completing the feedback form to discuss your requirements and begin cooperating.

About author

Фахівець з маркетингу компанії Global Bilgi
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