Our Services - Corporate & SME

Keeping your staff connected is essential to maintaining your productivity, which is why quality help desk services can be key to your bottom line. Outsourcing your help desk requirements is an effective way to make sure your staff stays productive while keeping costs manageable.

Unfortunately, many outsourcing practices result in the displacement of America’s workforce as jobs are sent overseas; but because Tech Support America’s philosophy is to inSOURCE America, all calls are routed to our Solution Center in New York state, so you can be sure that you are helping to keep jobs on American soil, while still paying off-shore prices.

With Tech Support America’s fully domestic inSOURCE services, your staff get the friendly, expert help desk support that they need day or night from our fully qualified technical analysts, all at competitive, affordable rates.

Help Desk Service Excellence

Tech Support America analysts greet every caller quickly, professionally, and with customer service skills that will make your employees feel comfortable throughout the call. The call process includes:

• Gathering relevant information
• Performing basic trouble-shooting and triage
• Answering basic how-to questions

Our analysts will work to resolve your staff’s internet connectivity issues using industry standard tools and resources, including:

• Reference guides
• FAQs
• Online knowledge bases
• Remote control of users’ computers

In the event that the issue cannot be resolved, our analysts will follow a predetermined escalation path that is established prior to launch.

Service Level Expectations

Tech Support America maintains high standards of service. With our help desk services, you can expect:

• Fast and efficient service, with an average call answer rate of 45 seconds and 80 percent of calls answered in less than 40 seconds
• A low abandoned call rate with no less than 94 percent of calls being answered (excluding calls abandoned by the customer after less than 30 seconds); and


• A high first-call resolution rate with 80 percent of calls resolved at the initial contact point