How is the Microsoft Global Technical Support Center (GTSC) different from any other call center or BPO outfit?
In the ITES industry, at one spectrum, there is customer service that most calls centers provide such as airline tickets or bank balance inquiries. Typically, such calls last one to two minutes. In the second category, the BPO, most processes entail back end operations. The third one comprises technical support providers for companies. This has various tiers, one of which has professionals who use computers for a living and whose level of technical expertise is higher, enabling them to deal with more complex [problems. At this layer, there are 2, 000 enterprise – level companies worldwide. Usually, their work environment is multicomputer, multinetwork and multivendor. In that scenario, the degree of complexity and criticality is very high. For example, if there is a large shopping store whose website is down, they will lose X million dollars every hour. GTSC offers solutions in such situations. What’s the average time span take to resolve a problem? The average time taken from taking a
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