Every day, telecom, cable and service providers trust SCSupport to extend their brand through our Midwest-based help desk support services. Our experienced, friendly technical support staff are trained without a script. Instead, we utilize problem solving techniques that promote intelligence and flexibility rather than memorization. We are committed to providing an outstanding experience for you and your customers, helping to quickly resolve issues and reduce the frequency of truck rolls.

Triple Play Support

Reporting Systems

Proficiency

Tech Reach Out

On-Call Scheduler

Triple Play Support

Supporting triple play means having expert knowledge on a wide variety of equipment as well as shifts in technology. We accomplish this through superior training, tools and a vast knowledge-base that is continually updated with information on new devices. We take care of challenging staffing issues and support your equipment from our call center, integrating deeply into your systems and driving one-call resolution in excess of 80%.

First Call Resolution (approximate):
80%

Reporting Systems

You need transparency. SCSupport provides you with the real-time information you need to manage your customers. This includes robust ticketing, reporting and survey systems. With daily call reports providing data at 30 minute intervals and real-time case lookup, you’ll always be informed of your customer’s calling patterns.

Proficiency

Our hiring practices and commitment to managing our services exclusively in-house mean your customers get truly world-class service. Our passion for solving technical problems without “tech-speak” leads to an exceptional experience and satisfied customers. SecurityCoverage has strong relationships with local colleges and universities and we offer in-depth and on-site training. After all, we know a happy and well-trained technician will stay with us for years and ultimately provide the best level of service for your customer.

Knowledge Base Pages - over 4000
Edits Every Month - approximately 1200

Technician Reach Out

We understand that your customer’s time is valuable. To help save them some time, we have implemented features that allow our techs to call them back. Available at the request of partners or customers, these requests can be initiated outside of standard call queues. This feature is also available as an Integrated Call Park/Call Back scenario. This allows the customer to go about their day without losing their place in line for support.

On-Call Scheduler

An issue that requires on-call staff needs to be escalated to the proper channels as soon as possible. Spending precious time searching through spreadsheets, deciphering hastily made schedules, or determining the best method of contacting staff can be the difference between a good customer experience and a poor one.

SecurityCoverage can help you exceed your customer’s support expectations with 24|7|365 Midwest-based support. We do all the heavy lifting with integration, ticketing, infrastructure and staffing. For more information on how to implement SCSupport please contact SecurityCoverage.

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