Multi-tiered outsourced IT support.

The outsourced help desk support we provide depends on your needs. Our business call center services range from the most basic (like password resets) to the most complex (like why isn’t my computer turning on). Following your pre-defined support flows, our call center agents can do everything from helping callers find the “on” button, to driver installation for a new printer. We will work with you to create a customized inbound call center service that is exactly what you envision, and exactly what your customers need. With strong scripting, we can filter out calls that don’t require immediate attention from your technical team. Via basic troubleshooting, we can help answer questions, resolve problems, and if all else fails, route callers to the appropriate Tier 2 queue on your side to assist the customer further.

The experience you need.

We’ve worked with companies of all sizes ranging from small businesses to large Fortune 500 companies including wireless providers, large retailers, hotels, technology companies, PC manufacturers, and consumer electronics companies. Our help desk solutions include:

• Problem resolution
• Escalation handling to Tier 2 or Tier 3 teams
• Software problems
• Hardware troubleshooting
• Warranty support
• Technical repair troubleshooting
• Billing resolution
• Logistics support

Highly skilled US based staff.

The quality of the support you receive is just as important as the quality of the product you buy. A partnership with SAS means you get the benefit of friendly, experienced, US based contact center agents at your service 24 hours a day, 7 days a week, 365 days a year. We know help desk outsourcing. It’s in our DNA. It shows through when our agents represent your company where your callers won’t realize they are speaking with a third party customer service group. With a blend of technical knowledge and customer service skills, our reps will wow your customers at every turn. A problem with your product doesn’t need to be something negative, especially knowing there’s a helpful live voice waiting to lend a hand.

The cost savings you want.

Managing your help desk in house can be an expensive headache. The cost of a call center is more than just maintaining technology, implementing software, and managing payroll – it’s the worry about staffing and scheduling while maintaining the first call resolution and average speed to answer goals. By outsourcing your tech support to SAS, you can focus on growing your business and supporting your product line – and you can lower your support costs along the way. With both dedicated call center and shared agent plans, we can analyze your needs and suggest the most cost effective solution.