Computer stats: What technical support outsourcing firms must know

Computer stats: What technical support outsourcing firms must know

May 5, 2014

technical-support-outsourcing
Computer repair is perhaps one of the most common duties shouldered by most technical support outsourcing firms nowadays. The personal computer has been a household and office staple for years, but users never seem to cease encountering problems with their PCs whether they have owned their unit for years or have just pulled it out of the box.

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Today’s fast-evolving technology requires almost every digital product to be updated and stay safe against equally evolving threats, making the PC confusing and sometimes frustrating for the common user to use. For the same reason, tech support teams must be patient and update themselves with trends in PC use so that they can better understand and aid the end-users.
Here are some PC facts every technical support service provider must know to improve their service:

•   The most frustrating Internet browsing problem is getting disconnected all of a sudden. Downloads that take so long is the second most aggravating issue, followed by page unavailability, email non-delivery, and persistent pop-ups.

•   The most common PC problem is slow performance. It’s followed by crashing, freezing, slow booting, slow shutdown, slow program loading, inability to multitask programs, and auto-restarting. Basically, any slow-performing function can be considered a problem that the tech support must fix.

•   About 75% of computer owners can’t fix their PC on their own, and 40% of them abuse (e.g. kicking, tapping, knocking) their device before calling for help. Unsurprisingly, the same 75% are the ones who make calls before reading the PC manual.

•   Thus, 80% of service requests that technical support outsourcing firms get are of low technical nature.

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•   Only 25% of customers reportedly received a successful fix to their PC issue. The other 34% said that the response they got didn’t help while 31% claimed that the response somehow helped but didn’t provide a complete solution.

The rest (10%) had something worse to say: they received no reply from the company after leaving messages through the official website.

These statistics may explain some of the typical issues faced by PC users, but aside from that, it shed light on weak areas that tech support teams must work on. For instance, they may improve their agent training and widen their technical knowledge to provide more effective solutions. It would also be ideal to not just set up non-voice channels but also ensure that they are responsive round-the-clock.
Open Access BPO uses the best technologies and the most reliable communication channels to ensure unhampered call center operations. Visit our website or join us on Google+ to partner with us.
 
 

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