Upcoming events
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Customer Experience Management in Telecoms
Feb 14 - Feb 16, 2012
Event Details
Miami, Florida
Consumer Electronics BPO: Technical Support
TELUS International agents are trained to focus on first call resolution, while meeting strict quality and customer satisfaction standards. Our highly effective tiering system ensures that customers receive the appropriate support. From Level 1 agents right up to our own Technical Containment Unit – assigned to the most difficult technical issues – all teams work towards solutions that will satisfy and retain customers.
Services include:
- Hardware/software troubleshooting
- Installation/removal
- Parts replacement/recalls
- Product compatibility
- Repairs
- Tips & tricks/How-to support
- Development of knowledgebase materials
- Premium support programs
Ensuring a customer perspective – demo labs
Our demo labs provide our team members with first-hand experience using your products. In the labs, exercises simulate top call drivers, giving agents hands-on knowledge of what customers are actually experiencing. These open, accessible labs have proven to be a potent tool for enhancing agent awareness, excitement and knowledge, all from the customer’s perspective.
Access quality staff
We have access to a large pool of cost-effective, quality professionals. This includes top university graduates as well as technically savvy agents with CompTIA A+ certification – an international, vendor-neutral certification for advanced technical support programs.
