Application Support Services

Technical Support Call Center Solutions

A comprehensive solution for improved first call resolution in technical support environments

Technical Support Call Center Overview

Contact center studies have shown that when a customer encounters a problem with a company’s products or services and it is resolved, the customer will be more loyal to the company than those customers that didn’t report any problems. Therefore, for most consumers, their experience with a technical support call center can often be the deciding factor in choosing one company over another. The  ICS Inbound Call Center gives technical support call centers the tools they need for:

  • Increased First Call Resolution Rates
  • Shorter average handle time
  • Improved customer satisfaction

When your customers call for support, the ICS integrated technical support CRM solution helps you ensure that each caller is guided to the appropriate agent. Each agent has all the contact history and customer information needed to resolve the customer’s case as quickly as possible, improving first call resolution performance and ultimately increasing customer loyalty.


Technical Support Call Center Benefits


Nothing is more frustrating to a customer than repeated calls to a company’s call center to resolve an issue. Technical support centers understand this, and as a result, first call resolution has become one of the fundamental KPIs (Key Performance Indicators) for measuring the effectiveness of the call center. With the Livebizops solution, first call resolution is a key statistic that is tracked in real time and historical reports, so that supervisors and managers can understand which agents have the best resolution rates, which calls were not resolved, and more.

In addition to providing insights into first call resolution performance, the ICS solution allows technical support centers to actually improve first call resolution by turning insights into action. With the ability to use skill-based routing to route each caller to the most appropriate agent along with the information provided by the customer via IVR prompts, the chances of first call resolution increase dramatically.


Technical support agents have a difficult job: they receive calls from customers who already are having an issue, they must usually navigate between multiple applications on their workstation during the call, and after the call they must frequently write extensive notes or otherwise follow up with the customer.

The ICS Virtual Call Center helps make life a little easier for support agents, by streamlining their call handling process as much as possible. When calls arrive, available contextual information about the customer is presented, along with a history of previous calls. The agents can make use of convenient keyboard shortcuts to save precious time with each call. Within the ICS application, agents can write notes as needed while they are talking with the customer, schedule a callback, conference in an expert, and more. When the call is completed, the agent can focus on the next call, while all of the information gathered during the call is automatically saved in the ICS system and immediately available to other agents, supervisors and managers.


When callers contact a company for technical support, the chances of a frustrating experience are high. Consumer surveys have shown that two of the main causes of customer frustration are:

  • Repeating information that they have already provided
  • Being transferred between agents

By using the ICS Inbound Call Center as your technical support system, you can improve your chances for success and reduce customer frustration by eliminating these two pain points. With Livebizops, many callers can be automatically identified based on their phone number, so that their entire contact information and history can be made available to agents. Additionally, when customers provide information via IVR prompts, that information is also provided to agents so they will not need to ask the caller to repeat any information they already provided

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