For most small businesses, establishing and maintaining an in-house Help Desk Call Center is an expensive and risky undertaking. Even with large enterprises, internal Help Desks often evolve into problem tracking rather than problem solving organizations. This results in higher costs per reported problem, low user satisfaction with IT staff, and reduced customer productivity. Progent's Help Desk Outsourcing Support Services offer an affordable and effective Help Desk solution that can significantly improve IT service levels and enhance the value of your information network.
Progent's Help Desk Outsourcing Support Services are designed especially for small businesses who need immediate access to a Help Desk Call Center with expert phone support and full escalation capability but who have to work within a limited IT budget. Key features of Progent's Help Desk Outsourcing Support Services include:
Call Center Phone Support for Windows 8, Windows 7, Windows Vista, and Windows XP desktop PCs gives you quick access to Microsoft-certified experts who offer online troubleshooting services as well as IT consulting. The experience of Progent's support specialists allows them to achieve a high rate of first-call problem resolution, which lowers cost per incident and increases customer productivity.
Secure Remote Access allows Progent's support experts to see exactly what your customers see and makes it possible to find quick solutions to problems that might otherwise require an expensive onsite visit.
Initial System Assessment gives Progent the opportunity to evaluate and record desktop configurations, network architecture and security, and critical applications. This optional service speeds up problem resolution by providing Progent's support experts with a comprehensive technical context from which to analyze Help Desk incidents.
Expert Prioritization and Escalation, based on Progent's broad experience providing phone support, makes it possible to determine which problems require immediate remediation and which problems are appropriate for scheduled resolution. Because Progent has extensive networking and applications capabilities, Progent can respond quickly to escalation points with field-level experts certified by Microsoft and Cisco. Progent offers onsite service anywhere in the San Francisco Bay Area, Northern California, and major cities throughout the U.S.
Virtual Help Desk Services can operate as a primary help desk for your organization, as an escalation resource for tricky technical issues, or as an overflow when internal resources are too busy to respond. As an integrated extension of internal staff resources, Progent's Virtual Help Desk includes advanced call center features such as a dedicated phone number with customer-specific greeting and automatic routing of calls to staff members set up and trained for the specific account.
By-the-Minute Billing allows you to pay only for the Help Desk support services that you receive. You are protected from paying big invoices for quick repairs. There are no retainer or subscriber fees for support services provided during regular business hours, and no startup or termination charges. Optional services such as system assessment or setting up secure remote access are also billed by the minute.
Applications Expertise is available from Progent's Application Experts Team, a group of specialists with in-depth knowledge and long working experience in key technologies. Application support offered by the Application Experts Team includes:
Why Choose Progent?
As a Microsoft Certified Partner, Progent can offer the expertise of a Help Desk staff of certified Microsoft professionals to give your clients fast and reliable access to the technical help they need. Progent has years of background delivering phone support and remote repairs for IT systems built on Microsoft technology. Progent's emphasis is on giving the Help Desk a positive image as a valuable contributor to your company's success. Progent tries to fix rather than merely track problems, and Progent's goal for established clients is to resolves at least 80% of help desk problems on the first call. First-call resolution is an important factor in lowering help desk costs, improving the image of the IT group in general and the help desk in particular, and raising client productivity and satisfaction.
How to Get Started with Progent's Help Desk Call Center
To find out how to outsource your Help Desk, call 800-993-9400 or visit Contact Progent.
Progent Can Help You Build or Improve Your In-house Help Desk
If your in-house Help Desk is steadily losing ground trying to keep up with your customers' problems, or if you want your Help Desk to have a stronger orientation towards service, Progent's Help Desk Consulting Services can provide the expertise you need to create a long-term solution. Find out more about Progent's Help Desk Consulting Services.