Technical Support Services
MCCS provides a broad range of technical support and cloud based help desk services focused on achieving measurable, total customer satisfaction for your business. We employ dedicated, technically-trained teams on an integrated, multi-channel platform to provide comprehensive technical product support. We tailor the technical support process, including required activities, escalation procedures and system-level reporting to meet the specific needs of your business. Additionally, we provide insight into your future product development initiatives by analyzing product-related contact patterns gathered from technical support functions.
For technology consumers, the quality of support they receive is just as important as the quality of the product itself. Because of an increasing dependence on technology, swift guidance to address issues is critical in maintaining customer satisfaction and loyalty. In today’s competitive marketplace and dynamic product life cycles, the frustration produced by busy signals, long hold times and incompetent staff can quickly result in lost customers.
A sample of our technical support experience includes:
- Software problems
- Internet service problems
- Computer hardware problems
- Up-sell/cross-sell programs
- Corporate help desk support
- Warranty or post-warranty support
- Onsite repair appointment scheduling and field technician dispatch
- Field technician support line
MCCS is familiar with building and integrating single as well as multi-tiered technical support solutions. We offer a full range of support, from tier-one handling of common issues to multiple-tier support applications, employing technical experts to address the most complex problems. In either environment, the results are satisfied customers, reduced service costs and an increase in the lifetime value of your customers.
MCCS offers tailored Technical Support services for a diverse range of products. We also provide standby overflow services for organizations when anticipated call volumes exceed forecasts. If your organization’s mandate requires a Whistle Blower service, we provide a highly confidential reporting channel to help protect your company against fraud or unethical behaviour.
MCCS understands that the increasing dependency on computers and telecommunications for operational support poses the risk that a lengthy loss of these capabilities could seriously affect overall performance. As a result, we have established an infrastructure at a second location to protect against a possible disruption in service.
Safeguarding your business against the impacts of a possible service interruption is a matter we take very seriously at our call center. For businesses it is the ultimate ‘what if’ scenario that we would like to ignore but can’t. What would happen in the event of a disaster?
MCCS has done more than just think about it. We have taken action; action that is documented in our comprehensive Business Continuity Plan (BCP) and tested regularly. The objective of our BCP is to minimize client downtime in the event of a disaster and protect against interruptions of all our services. Our commitment to our clients goes beyond the ordinary.