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Old 7th January 2016, 03:40 PM
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Join Date: Apr 2013
Posts: 61,184
Default Re: HCL Service Centre

HCL Care is a leading and respected player in the Technical Support Services segment and aims to relentlessly deliver value in addressing each Client’s specific business goals.

So, helpdesk representatives are tailored to meet the needs of individual customers.

HCL Customer Service Center No
1860 1800 425

Services includes:
• Multi-Channel Support Solution: Voice / Email / Chat / Web
• Enabling Tools: CRM, Knowledgebase, Remote Diagnostics

These services span across:

Telecom Support Services

Level 1 Support Services
• Functional Usage Support
• Provisioning / Installation / Configuration
• Email / Chat / Web support services
Level 2 Support Services
• Line fault troubleshooting
• Line fault repair (Coordination with field service team)
Consumer Hardware / Product Support Services
o Installation / Configuration Support
o Product Registration / Activation
o Functional Usage Support Services
o Troubleshooting
o Engineer dispatch
o RMA / Warranty Support
IT & Software Support Services
o Troubleshooting –L1/ L2
o Functional Usage Support Services – L1
o Repair / Upgrade Issues
o Engineer dispatch
o System & Account Management – L1 / L2
o Warranty/ Post Warrant/ RMA support
o AMC/ Cross/ Up selling of warranty and Spares

HCL CRM Service Portfolio

HCL Care’s Approach

o Delivery footprint with right shore solution approach
o Integrated workflow to provide single window process management
o 24/7 Multi Channel , Multi Lingual Service Capability
o Optimized channel deflection & sales improvement methodologies
o Platform based service delivery approach with vertical wrappers

HCL Care Differentiators
o Multi – Channel based delivery with high deflection to low cost channels
o Large spectrum of unique CRM sub – processes covering the complete customer lifecycle management
o Demonstrated capability to reduce cost to serve and improve customer experience
o Demonstrated capability to sell while servicing
o Business metrics-driven approach with continuous improvement
o Analytics driven approach to sales and service
o Integrated Quality Management System
o Dashboard and MIS available for real time agent availability and utilization management
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