DIGICARE Technical Assistance Centre

DIGICARE Technical Assistance Centre offers in-bound technical support (calls and emails) with call back facility. This well organized system is further extended to the distributors. The Technical Assistance Centre (DTAC) marks a customer’s initial point of contact with the Company. The centre works strategically and systematically to ensure technical assistance to its customers. For this, the Company works towards acquiring high caliber talent such as engineers with specialization in Computer-Networking, Telecommunications or Electronics. The support team has experts on individual product lines to maintain high quality support.

DTAC has deployed a skills management framework which manages agent and support staff skills. A standardized skill matrix derived from business and process requirements is used to map technical and customer support skills of agents. Associate PSE, PSE, Senior PSE skills across various technologies are mapped to ensure adequate skills availability to support the customer support process.

We have a well-defined training process which addresses gaps in the skills matrix, and equips our agents not only for delivering the processes SLA but also ensuring customer delight. All our agents go through the following stages of the training process.

Customer support training
Domain Training
Refresher Training

Technical Support Highlights

  • Delivering excellent Customer Experience since 2003 International and Domestic Customer Support on Voice, Email & Chat.
  • Wide range of technology skills: Networking, Wireless, Security, VoIP, Surveillance, Storage.
  • Level 1, 2 Technical Support, Remote Diagnostics, Qualify & Redirect RMA , redirect Pre-sales inquires/Leads.
  • State of the art Telecom, ACD and CRM infrastructure( ACD – Mitel&Avaya, CRM – Internally developed).
  • Metrics based Service Delivery (AHT, Wait Time, Abandon Rate etc.).
  • Comprehensive Quality Framework for continuous improvement.
  • PSM, IPS sessions, Situational feedback for agent productivity – these are various methods of call evaluations and feedbacks..
  • Escalation and Service Recovery plan Talent Acquisition and Skills Management process.
  • 60 Engineers located in Goa.
  • Technical Training calendar based on Skill Matrix.
  • Specialized Accent Trainings, Agent Certifications and Risk Management Programmes through L1 and L2 Business Continuity plan.
  • Planned Infrastructure redundancy Recovery Plan based on customer requirements.
  • Knowledge Management Process to support technical skills upgrade and faster resolutions.
  • Simulation Lab Transition Process in place for managed service migration.