Outsourcing inbound technical support administration to customer's office in India
Vision
To successfully migrate all technical support helpdesk functions to Indian office by November
Objectives
Link the offshore facility to the corporate computer network using WAN technology, firewall, and secure VPN for remote access
Install a multiplex management system that will be designed and configured by the offshore facility to provide tailored technical support services through e-mail, chat, voice, and the Web to customers worldwide
Compile all product-related queries and problems in usage posed by customers to the offshore facility into database which can be fed back into the development process to make product and service improvements
Train offshore agents on all in-house products and services
Scope
The offshore facility will provide customized technology to support services through e-mail, chat, voice, and the Web. This software will include real-time and historical reporting functionality to control and monitor quality.
Offshore agents will receive training via e-learning videos, web-based training software, and online manuals to provide high-quality technical support to global customers.
Timing
Phase 1: Analyze the current system (Jan)
Phase 2: Create a shared vision for the new system (Feb-Mar)
Phase 3: Blueprint for future tech support operations (Apr-May)
Phase 4: Train offshore agents (June)
Phase 5: Implementation and rollout (July-Oct)
Technologies
VoIP setup for client support with secure VPN access
Backend database (customer queries, reports, etc)
UNIX-driven infrastructure
Code to build software for backend and agent/customer forms
Customer contact
Gabriel Montoya (gmontoya@brocaderotech.com | 212-555-8354)
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