Efficiency in Call Center Management: Understanding the Importance of KPIs

Call Center management requires the tenacity to understand and use key performance indicators (KPIs) to measure the performance of individuals, teams or departments, or the call center operation as a whole. KPIs are quantitative metrics, which means they are measurable and subject to analysis. Each indicator represents key elements in the operations that result in the success of the call center in achieving its goals. Call center managers should be abreast in KPI analytics to know how the department is performing, and for faster and efficient solving of key element issues.

KPI Analytics and Data Driven Decisions
KPIs are used to determine if key elements in the operation are working towards the call center goals. Also, they are utilized to identify trends and as the basis to make data driven decisions that increase efficiency agents and optimize customer satisfaction to a level that brings in more opportunities. They can also be used as a point of reference to quantify progress towards objectives and goals; or in making comparative analysis to existing industry standards. A manager’s task is to interpret these analytics to make decisions that are aligned to the call center’s objectives and even long-term goals.

Top 5 KPIs To Guide A Manager In Making Data Driven Decisions

  1. First Call Resolution (FCR) – This measures the efficiency in resolving the issues of customers on the first call, satisfying the need in the least time and without necessitating for a follow-up or escalation to a higher level of authority, such as a supervisor or other department. Managers utilize this analytic to quantify the efficiency of the call process; whether the script provided or answer/resolution options available to agents are in line with most customers’ queries or issues. It also indirectly measures the agent’s performance or efficiency.
  2. Call Handling Time (CHT) – This analytic is quantified by the seconds an agent is conversing with the caller. Call handling varies on the issues presented or expressed by the caller. To make correct measurements on CHT, an average must be set across all agents, and on the type of call as per issues that the process handles. In an outbound call, managers should take note on how many seconds it takes an agent to make the pitch and persuade the customer.
  3. Transfer Rate (TR) – The TR analytic gives the manager a percentage of the agent transferring calls to a person higher than him/her or to another department. This measurement is in lieu with FCR, measuring both the efficiency of the agent’s performance and the call process. If the transfer rate is 25%, how much of the 25% is related to other departments and escalation/authority issues being transferred to supervisors. The percentage related to other departments reflects the issues that aren’t tackled or need the assurance of other departments. The transfer rate that represents escalation or necessitates a higher level of authority reflects the efficiency of the agent to answer/resolve the queries as well as the process and SLA.
  4. Service Level Agreement (SLA) – SLA is measured by seconds and analyzing the ability to answer a call and give the deliverables within the agent’s service level. This measures the issues that can be answered by the agent and the compliance of the agent of the procedures.
  5. Adherence to Procedure (ATP) – This analytic is reflected in a percentage of how good an agent is in following the call process. If it’s in an inbound process, the process involves greetings, response to issues/problems/queries or when to terminate or transfer calls. For outbound operations or sales, the ATP quantifies the agent’s ability to follow a pitch or a script that leads to a sale. ATP is measurable on an individual basis or per agent and can be across the team or department on the effectiveness of the options given to agents in answering calls or how persuasive the pitch/script is.

There are many KPIs that can help managers in making data driven decisions. These analytics are key elements in making the whole call center operations, including agent efficiency, work towards reaching objectives and goals.

Why Choose Dialing Innovations?

As a provider of turnkey call center and telecommunication solutions, Dialing Innovations is committed to ensuring our customers get continuous value and rapid return on investment. For the last seven or so years, Dialing Innovations has helped up-and-coming call centers emerge as industry leaders in their sector. This achievement comes from our ambition and dedication to create an environment which encourages creativity and innovation.

Our customers are our partners
In everything we do to serve our customers, we ensure that they are at the center of everything. We clearly understand that customers have knowledge and skills about their business and that we are here to provide the required expertise. This process cannot be successful if there is not a partnership. We aim at building a strong relationship, a mutual understanding and continuously creating a bond where both parties benefit.

Technology changes very fast
This requires constant updates of business systems. To keep up with the pace of change, there is a need to hire a service provider who is up to date. We are constantly monitoring the changes that affect your call center and telecommunication technologies. We carry out analysis and assessment of how these changes can affect your business and advise you accordingly. With these measures, we are certain that your business will stay ahead of the game and that you can take advantage of the changes to increase its productivity as well as gain a competitive advantage.

Around the clock support
Whether it is customer support or promises which we have made to our customers, we set to fulfill them within a reasonable time. Dialing Innovations is always committed to playing its part. This is something that has acquired us referrals and also repeat customers. With our services, you are guaranteed customer satisfaction.

Reliability
Whether it is customer support or promises which we have made to our customers, we set to fulfill them within a reasonable time. Dialing Innovations is always committed to playing its part. This is something that has acquired us referrals and also repeat customers. With our services, you are guaranteed customer satisfaction.

A wide variety of services
Dialing Innovations offers an array of services with its software capable of handling outbound, inbound and blended environments. The system can also be customized to fit the customer’s needs.

Future oriented focus
Our focus is not just for current needs; we aim at providing our customers with solutions that will give them value, today and in the future.

Highly experienced team
With the complexity of the industry, you are not just looking for any technician. You are looking for those who are highly skilled and experienced; people who can deliver what your business needs, give you a competitive advantage as well as increase the conversation rate among other benefits. To achieve this, Dialing Innovations has constituted a team of highly experienced and skilled technicians and professionals. You are assured of professionalism, commitment and dedicated services which will propel your business in the right direction.

If you are looking for a platform that guarantees client satisfaction, innovative technology, customized experience, and return on investment among other benefits, Dialing Innovations is the best bet. Give us a call and get firsthand experience of advanced, reliable and affordable technology.

Data Redundancy in Risk Management

We’d like to think that we can rely on Cloud servers and systems to take care of our data and confidential information well, with the use of the redundancy principle. Redundancy is adding an extra element into a system to ensure continuity of function in scenarios of an element failure. But is the answer to the reliability question that the system will run smoothly even when one element fails if a backup will automatically pick up the pace while the failed system is in recovery? Reliability is a complicated issue that needs to be studied significantly before giving it a simple solution of redundancy. By making systems from the primary to the secondary storage systems redundant does not answer the reliability question but rather brings in more risk from errors, not to mention is costlier.

Before Cloud, businesses and other organizations use hardware – CD, portable hard drives and other physical storage – this was the fail-safe measure from loss of data in cases of catastrophic events including flood, fire, other natural disasters and manmade disasters such as break-ins, destroying the initial system. Cloud storage services made this easy for you, by storing your data in a remote location. They designed their data storage facilities in such a way that it prevented damages from catastrophic events. In this measure, your data is safe and decreases the risk of loss of data.

Data Corruption through Cybercrime and Tech Failures

In the case of data corruption through hacking or other cybercrime and technical failures, redundancy proves to be less effective as a risk management measure. First, it must be understood that there’s such a thing as Retention Policy. This is an organizational method of retaining data – including the number of variations or variants of the data will be kept, duration or period it’s kept and the final fate of the data at the end of the period. Retention policy is applied both within the enterprise or organization and on Cloud storage providers. Although a redundant program allows access to corrupted data, through a backup, the problem lies on whether the data stored in the off-site/redundant program is the same version or variant of the corrupted data.

Cloud storage programs usually keep a fixed number of versions – 3 to 30 variants on a fixed duration or period of 30 to 60 days. If your system is corrupted within 15 days of the 30-day period, you are allowed to access the backup and fix the corrupted data within 15 days and retrieve the version you need. If corruption is not detected or fixed correctly within this period, and the period of data retention is only 30 days, there is the risk that all will be lost – even the uncorrupted data in the backup. This is where redundancy within a Cloud system becomes risky.

Reliability is a complex issue in an environment where it is necessary but not easy to achieve because of the different elements present in an enterprise. Being fail-safe is to look into your system, design protocols and policies that will ensure the running of the business ops even when a disruption happens. Redundancy is a tool but not the cure-for-all. Consider redundancy a troubleshoot while you are figuring out, clearing out, and fixing the mess, rather than the fix itself. Reliability must consider all aspects of probable failures even with a Cloud storage system. Measure and figure out fail-safe plans within each issue, and how your operations can keep running while fixing your issues.

Not All Clouds Are Created Equal

Most business owners think of Cloud services as ways to lift their IT burdens on software and hardware infrastructures, management, security and maintenance. No doubt, Cloud services have made businesses’ IT and operations a lot easier and less costly. But like people, no two Cloud services are alike. It is more than looking into standards of services but rather involves studying each Cloud technology operation. There are two types of Clouds: Infrastructure as a Service or IaaS; and Desktop as a Service. Business owners and executives should know and understand the difference between the two; including efficiency in savings from the cost of implementing Cloud services and expected results.

Infrastructure as a Service (IaaS)

Infrastructure as a Service is also known as private cloud. Basically, your whole IT infrastructure, the enterprise’s in-premise network, is moved from being a physical networking system to a virtual one – remade in the provider’s data center with the utilization of appropriated virtual servers. You get the same networking power as you would an in-premise infrastructure. You can connect to your virtual network through the Internet. It has the benefit of being scalable and agile depending on your needs. Choose an IaaS provider that will outperform your in-premise network in terms of speed in computing and servicing clients and guarantees virtually no downtime and security. Here are major advantages of IaaS:

  • The biggest and most important IaaS advantage is cost savings on hardware and infrastructure investment as well as in IT and administrative employment. You are no longer responsible for maintaining and purchasing system hardware and equipment. Sudden increase in capacity or system upgrade is not a problem as your IaaS provider is ready for such events and takes care of increases in capacity without the need to invest in any software or hardware. You also save on IT employment costs. The need for on-premise IT staff is reduced to simply maintaining network desktops.
  • Another cost saving advantage of IaaS is the payment scheme. You only pay for the services/capacity you’ve utilized. You don’t have to pay fixed monthly or yearly fees on services/benefits that you don’t use.
  • In an IaaS environment you are able to scale up and down at your enterprise’s convenience and client demands. It also gives you the advantage of increased speed in delivering products/services to your clients. IaaS keeps you agile as increase or decrease in demand for your products/services occur.

Desktop as a Service (DaaS)

Desktop as a Service or DaaS is the type of Cloud service that allows an enterprise’s desktops to move from physical to virtual ones. Desktop applications and infrastructures are managed on the Cloud. This allows for access to anything – data or applications in the desktops – anywhere at any time, on any device and operating system. It reduces expenses on investing in desktop hardware and infrastructure and more importantly, increases employee productivity as they are able to work anytime and from anywhere. Just like IaaS, it is both scalable and agile to meet the demands of the business and its clients. Here are the major advantages of DaaS:

  • DaaS is cost efficient as it reduces the need for hardware investment and maintenance. Hardware investment falls into two categories, the purchase of the desktop and upgrading to meet software standards. In both categories, DaaS reduces the need to purchase new desktops, maintenance and upgrading. This also significantly lowers the cost on energy consumption as DaaS allows for operating the virtual desktops on any given device, anywhere and at anytime.
  • Traditional desktops are vulnerable to damages from events such as disasters, man-made or natural. Thus, any data stored in these desktops can easily be destroyed and deemed irretrievable. In a DaaS environment, you are ensured of data safety, as these are securely stored in remote locations.
  • Access to files from desktops becomes more versatile. Employees can use any mobile gadgets such as smartphones, iPad and tablets, laptops and secure desktops. Mobility has become a game changer as businesses become more globally oriented. DaaS makes it possible for business owners, executives and employees to access their files anywhere, on any device and operating system.
  • Cloud services are not created equal for the reason that each business has different system network needs. Choose the Cloud service that can enhance the performance of your business and save you both time and money.

Security and VOIP


Why and How to Secure It

Internet telecommunications via Voice over IP is a groundbreaking technology that saves companies thousands if not millions of dollars each year in their telecom costs. It is the ideal system for enterprises involved in telemarketing campaigns and Business Operation providers offering marketing services. Unfortunately, a VoIP network is vulnerable to security attacks like your data network. And the thousands of dollars saved by implementing the network is reduced to nothing if security issues are not considered. VoIP compromised security poses as an internal and external threat to sensitive data including financial and client/customer confidential information, causing an effect on the efficiency of the network and quality of calls that concludes in increased dropped calls and poor quality of conversation. You must be as vigilant in your VoIP network security as you are with your data network.

VoIP networking and server infrastructure presents security vulnerabilities that can impact the organization adversely from old hacking tricks to new threats especially designed for VoIP networks. You and your IT department’s capability to connect the network and security data is important in the prevention of attacks on the VoIP execution. Setting up a monitoring and management system that integrates flow-based system behavior analysis and event correlation to resolve security issues are the foundation for tracking down and preventing VoIP network threats.

Segmentation for Efficient VoIP Performance and Security

Separating VoIP networks from the rest of your networks and their activities is the number one advice of VoIP providers. This method has two benefits for VoIP execution. One, it ensures network traffic goes through the right channels including security devices and network paths. Two, setting up a dedicated segment solely for VoIP traffic secures dedicated bandwidth that the network needs to work properly. VoIP is bandwidth sensitive and dedicating bandwidth prevents sudden drops which causes packet loss and delays that results to dropped calls and poor call quality. Separating the VoIP is critical to ensure the quality of Internet telephony. Business applications such as peer-to-peer and databases can affect required band frequencies leading to poor call quality.

Establishing the VoIP Infrastructure as a Distinct Network

Establishing the VoIP network system including software and hardware infrastructure as distinct from other networks enables monitoring and tracking of network flow that helps distinguish the root of VoIP traffic. Defining the network as different or separate from the rest of the existing networks allows:

  • You to sieve and search on VoIP traffic flow and related security logs that can help in solving your network’s technical and security problems.
  • Observe and learn from the behavioral traffic flow of the network to establish the right policies for security issues.
  • Operation and executive level reports to be easily generated on VoIP security and network utilization.

Neutralize the Two Most Frequent Attacks in the VoIP System Through Diligent Network Analysis

Track down and easily counteract DoS attacks on your IP PBX via Network Behavior Analysis. Dedicating a separate and distinct network for VoIP enables you to make network behavior and traffic analysis to easily track down anomalies – Toll Fraud and DoS Attacks. DoS attacks come from assaulting the IP PBX with maximum volume of concurrent voice signaling requests. And when the PBX can’t catch up with the requests it shuts down access, including that of authorized users to the VoIP services. The end result is loss in revenue from lost time, opportunity and productivity. By diligently generating Network Behavior Analysis, these attacks can be detected before they wreak havoc into the system.

Securing your VoIP network by segregating it from other networks and establishing it as a distinct infrastructure offers security solutions that will prevent disruption in productivity and keep the integrity/quality of Internet telephony in check. Securing your VoIP ensures all your data including sensitive financial information and confidential customer details are protected from hackers, and internal or external security threats.

Benefits of Caller ID Mapping


Local push or Caller ID mapping is a telemarketing campaign tool to achieve local presence. Basically, local numbers are assigned to your team and these phone numbers appear when you call a number in your target telemarketing location. Local push is useful for call centers for campaigns and retention. Having a local push solution in your campaign increases the chances of your call being answered by 40%.

Consumer behavior leans toward the familiar and getting a call from a local area number projects a familiarity that consumers tend to trust. When a customer sees a local number instead of a 3-digit number starting with 8 then they are more compelled to answer the call. It has been reported that when telemarketers use a toll number, the chance of it being answered is around 18%, but if the number used is a local number the success rate of it being answered by the target market increases by 30 to 40%. For telemarketers and call centers, this is a big break through to penetrate their target market.

Here is how Local Push works:

  • Once you’ve signed up for a local push program, your program provider will assign you local Caller ID telephone numbers in any area code. These numbers are matched with corresponding display names.
  • Your part is to set up the calling equipment to push the local phone numbers as a telemarketing tool or campaign Caller ID.
  • If call-backs are made into the assigned local numbers, these are forwarded back to you via a toll-free number or through Session Initiation Protocol (SIP).
  • Local Push providers ensure seamless calls to customers, as well as callbacks. Because calls are local and familiar, particularly when the name is displayed in prospective client Caller ID system, call answered rate increases and local presence established.

The utility of Internet telephony has ruled out the use of telephone carriers. One reason is they charge too many fees, in addition to metering calls. Internet telephony and VoIP changed all that and enabled companies to save in their telemarketing efforts and still get the results they want. Using Local Push has enhanced results by assigning local telephone numbers to campaign calls, making customers comfortable in answering calls. Caller ID mapping service providers group all area codes to provide local presence to clients and secure caller ID compliance.

Caller ID Compliance protects call recipients from dubious and fraudulent acts by putting misleading or false information in a Caller ID system with the intention of deceiving and swindling victims. Be Caller ID compliant by ensuring the customer understands who is calling – the name of the person displayed in their phone, the number used in calling can be verified and called back during business hours and more importantly, customers can make a Do Not Call request if they want to. It all boils down to your intention in calling and the way you present the products and services you are offering.

Local push is important in penetrating the target market, to establish your company’s local presence in a specific area. In telemarketing there are 3 stages of success: answered call, delivery of sales pitch, and making the sale. Local push is a tool to make the first stage be a success. And when the call is answered; this leads to the two other stages. Without the first stage; the other two stages are not possible.

Choosing the Right Dialer for Your Business


Telemarketing is alive and kicking. It is still a vital component of every marketing campaign. All you need are the right tools to match your strategy and business. A dialer is an important component of your telemarketing campaign. It is your tool to approach and create an effective and high yielding relationship with customers. Picking the right dialer means choosing one that completes your call center set-up and suits your business. There are two kinds of dialers, manual and auto dialers. Manual dialers let the agent input the phone number to dial. Auto dialers are dialers that are preprogrammed by a software to choose the customer numbers to call and automatically call the customers. They are programmed to choose according to the demographics, time zone and other information you have on hand about your target customers.

Auto dialers are basically software programs that do the task of dialing numbers and leaving phone messages for your agent. As software developments within call center needs progress, auto dialers can carry on other tasks as well. There are 3 types of auto dialers available depending on your telemarketing needs: predictive, progressive, and preview.

  1. Predictive dialers dial customers’ phone numbers in a set at a time and connect the operator/agent to answered calls. They utilize an algorithm to hasten or slow down the dialing rate to suit the operator’s talk time and lessen drop rates. They are effective in reaching more prospects in the least possible time. Predictive dialers are ideal for campaigns, telemarketing and political.
  2. Progressive dialers dial prospects’ numbers one at a time, connect the answered call to the agent, and wait for the agent to finish the call before dialing a new one. Progressive dialers take their cue from the agent’s call duration. This allows for a more personal approach to telemarketing and fruitful connection between operators and prospective customers.
  3. Preview dialers allow agents to preview customer information/details and product data before dialing. They enhance cold calls by making sure agents are prepared before conversing with prospects or previous customers. Preview dialers are ideal for small-telemarketing call centers.

Now that you are aware of your 3 options for auto dialers, here are some tips for picking the right dialer that will suit your operation, size, and campaign strategy:

  • Decide on the features you want in an auto dialer. List the attributes you need to help you and your team become efficient – features that enhance your services as agents make their calls, such as list and campaign management, speech recognition or text to speech. These attributes may help your team to be effective, stable, and help the business grow.
  • In choosing a dialer, size matters. Choose a dialer that’s comparable to the size of your business. If you are a largescale enterprise with a huge customer base, an auto dialer, such as a predictive dialer that reaches more customers in less time, may suit you. And if you are a small to medium scale company with a small customer base and small telemarketing team you might have the objective of giving a more person-oriented service meaning preview or progressive dialers might suit you more.
  • Choose a dialer that’s compatible with your current operating system. This is sometimes overlooked by the fact that dialers come with different kinds of bells and whistles that will get you excited. But the reality is you have to combine dialer systems with your current operating system to sync with your customer base data, product details and records pertinent to your telemarketing efforts. If these aren’t compatible, it may cost you more in time and money to get it right. There should be a streamline of data flowing from your operating system to the dialers to make each call effective.
  • Find a dialer that’s easy to operate and learn. The point of getting a dialer is to save on time and enhance the calls of your agents to increase sales. If it’s too complicated and takes time to fully discern and operate efficiently then it ruins its number one purpose.

Remember, dialers are tools to save on time. Help your agents become more efficient and productive to increase sales. Choose a dialer that suits your enterprise in all aspects of your telemarketing campaign and your over-all business strategy.

What Is a PBX Phone System

What Is a PBX Phone System

What is a PBX and what can it do for your business?

Do you want to expand your business to new horizons? Do you want to increase productivity and be more efficient in your business? Would you like to increase coordination amongst your employees and increase your output? Well, if any of your questions fits the ones above, then you are in safe hands. This post has been specifically written to help you grow your business. So before we begin, let me ask if you have heard about PBX? PBX simply put stands for Private Branch Exchange. Wondering what it means? No worries. We’re here to answer your questions about PBX.

A PBX is a system that allows your business to manage incoming and outgoing calls and also allows communication within your organization. A PBX is made up of both the hardware and software and connects all communication devices in your business organization such as telephones, hubs, switches, routers and telephone sets.

Thanks to the ever-developing technology, we now have PBX systems that have many features to make communications easier and more powerful within your organization hence boosting productivity.

The size of a PBX set up varies. It will depend on the size of your business organization. PBX sets range from expensive and complex communication systems to basic plans that are hosted in the cloud for a small reasonable fee.

What does a PBX Do?

So now that we know what a PBX is, it would be nice to know what it does. The function of a PBX can be very complex but basically, knowing what it does is enough to help you employ this technology in your business. Listed below are the functions of a PBX.

  • Allows free communication within your organization.
  • Employs the use of more than one telephone line in an organization and manages outgoing and incoming calls.
  • It splits one single phone line into several lines which are identifiable through three or four-digit numbers known as extensions and also switches call to the appropriate internal line. This saves a business from having to pay for several lines and allows all departments of an organization to be reached through one single line.
  • It empowers all communications with VoIP (voice over IP) which cuts down on costs.
  • Ensures a good interface with customers through features like voicemail, call recording, IVR, etc.
  • Automates responses to calling customers with interactive voice response and directs customers to the most appropriate line through voice menus.

The Hosted PBX.

A hosted PBX commonly known as a virtual PBX, is a service that takes all the PBX hardware and puts it in the ‘cloud’. Simply put, Hosted PBX is a VoIP based PBX that is maintained by a hosting company and allows businesses to access all the PBX features via the internet. As a customer, this will greatly reduce the hassle that comes along with maintaining and running a PBX system in your business. You will not have to pay for maintenance costs, go through the long processes of upgrading software and service breakdowns that could take weeks to fix. All of this will be taken care of by the hosting company. All you will have to do is pay a monthly fee and access all the features of a PBX via the internet.

Using a hosted PBX system will cut upfront capital expenditures making it the best fit for small and medium-sized businesses. Most hosting companies will require customers to buy only the IP phones. These hosting companies also provide browser-based administrative portals that give account owners full control over how the service is used in the office.

It Support Tickets – The Technician’s Responsibilities

The Technician’s Responsibilities

There are support tickets that most people refrain from touching simply because they are too difficult. Oftentimes, stray tickets are bounced from one department to the other and easily get in the way where proper resolution times are concerned. This results in ticket handlers getting swamped with increasing support ticket numbers. This makes clients angry because their cases are not resolved.

The only way to avoid this is to get organized. The following points will help enable you to approach every support ticket in an efficient manner, speeding up your resolution times and responses. They include:

Responding to every support ticket quickly

Your first response should be kept under 30 minutes. This response should be in regards to whether you have an immediate solution or not. This assures the customer that you are taking steps to address their problems. Clients are usually faced with a wide array of problems, from a credit card that has been incorrectly billed to an order mistake. This is usually an inconvenience for them and the more time that goes by without your response, the more frustrated they become. Letting clients know that you are working on their tickets, gives them a sense of relief and resolution.

You should not bounce support tickets between departments

Bouncing support tickets from one department to the other prevents tickets from being resolved quickly. Working as a team is the only way to ensure that a resolution is found quickly. The support staff should ensure that they fine-tune their strategy to ensure that the technical department requires more data for the purposes of solving a case and they get to assign tickets only once.

Pay attention to ticket statuses

Tickets that have been badly assigned often get lost and customers do not get their answers. It is important to choose the right status where support tickets are concerned since this is crucial to getting successful ticket resolutions. An example of this is when you are sending an order to a customer. If you use the wrong address, the package will not reach the intended customer. Support ticket statuses should be as follows:

Open. These need answering and should be done as soon as possible. If you reply to the customer by letting them know that their case is in the process of being handled, the status should be left as Open.

Solved. If you reply with a solution that closes the case, then the support ticket should be marked as Solved.

Pending. Tickets that are labelled Pending are those that require more information and may require you to wait for a reply. In the event that a customer does not reply for an extended period of time, it is a good idea to send them a reminder to be sure they got it.

Making your responses simple

Responses should be easy to understand since this will ensure that the case gets resolved more quickly. It is important to clearly outline what the customer should do next when replying to them.

Handling old cases first

It is important to always handle old cases first since these customers have waited longest. It does not matter if you are capable of handling new tickets in under an hour. It is important to respect the person who created the ticket weeks ago and is waiting for a response. This is great customer care.

Taking over the business world

IT Support for Businesses

As technology continues to expand and evolve, it is quickly taking over the business world. From data entry and communication, to carrying out transactions and placing adverts; all can be done with a computer. Therefore, it is extremely important that your business have a good strategy for IT support. Below are some of the reasons your business needs IT support.

Save Money and Increase ROI

With IT support, you eliminate worry related to constant costly repairs and shady software investments.
It is an investment equal to choosing financial security while maximizing your ROI.

Diagnose and Fix Problems

System crashes commonly occur when there is too much data stored in it. For a business that has become dependent on their IT system, failures like this can be absolutely crippling. IT support companies help in diagnosing and fixing these problems quickly with little disruption in activities and minimal losses.

Update Old Systems

Technology is a dynamic and constantly changing field and it can be time consuming to keep up with the latest changes and updates. Having an IT support team ensures that your systems and equipment are kept up to date for better performance.

Keep Data Secure

IT support plays an important role in solving the challenge of information security for businesses. IT support can ensure that your sensitive data and information are kept safe from unauthorized personnel and protected against malicious intentions or damage by malware.

Customer Satisfaction

Your customers deserve quality service. With an IT support team, measures will be put in place to ensure that your clients receive the service they need and expect. These services may include working wireless internet connections, seamless use of software, or easy-to-manage phone lines.

IT support equips your business with the potential to increase its ratings through customer service, as well as build its reputation. This could even lead to an expansion in customer base and annual profits.

Get Customized Service

Different businesses have different technological needs. A professional IT support team will help to identify your technological needs and provide you with solutions tailored to your business.

So how do you know when your business needs professional IT support?

  • You are experiencing failure while trying to upgrade important software on your system.
  • You are constantly having problems with your company’s computer, router or printer.
  • Your computer keeps shutting down with a virus resulting in loss of data or files.
  • You are spending a lot of money on hardware.

No Back Up for Your Data

What will happen if you lose all your contacts, files, contracts, research work, reports or photos? How hard will your business suffer if such a disruption occurs? Put a price tag on that, and you will conclude that good IT support is worth every penny.

Businesses that are Still Using Microsoft XP

What is wrong with Microsoft XP? It is an outdated PC operating system that is no longer supported by Microsoft. If you are still using Windows XP for your business, you may need more than just an upgrade to the latest Microsoft operating system. It is best to call in professional IT support to help determine the version of PC operating system that suits your business.

Bottom Line

As a business owner, IT support should be a priority. In the long run, IT support helps businesses save money, maximize efficiency and increase ROI.