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Technical
Support Service Practice at KINSHIP provides solutions
to customer's problems on various products ranging from
Databases, Front -end Tools and also architecting and
sizing systems located at any part of the world. Technical
Support plays a key role in assisting the technical
team of customer's site, resolve the complex issues
in development and usage of products.
Offshore
Technical Support Center (OTSC)
OTSC's
are facilities dedicated to specific clients with dedicated
manpower with necessary technical skills with various
domain expertises. OTSC is a remote office, which provide
quality solutions for the clients globally. An OTSC
will function with the following infrastructure,
- CRM
Package, say Clarify
- Voice
& Data Channel for Direct Communication
- VPN
Software for Secure Connectivity
KINSHIP
already posseses the above said infrastructue in order
to initiate the OTSC for product vendors, etc.
Metrics
There
are various metrics followed in the customer satisfaction
survey. These metrics are collected to check the performance
of OTSCs and TSEs (Technical Support Engineer).
The
metrics for an OTSC are
-
Overall
Technical Effectiveness of KINSHIP periodically
-
Overall
Customer Satisfaction Support Center Performance
on Call handling by KINSHIP
-
Percentage
of satisfaction based on response to Priority Calls
and Cases by KINSHIP
- Top
Tier (Customers with special support plans) Accounts
Surveys for OTSCs
The
metrics for a TSE are
-
Percentage
of customers satisfied by TSEs according to date
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Average
time taken by TSE to answer a case
-
Average
time taken by TSE to resolve a case
-
Average
number of slippages by TSE in a particular period
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