• info@systeccom.com

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    (877) 409 9672

I.T. Infrastructure

I.T.

I.T. Infrastructure

Systec's IT systems have been designed with an understanding that the Call Center Industry cannot maintain an adequate growth-rate without implementing creative and revolutionary solutions in the face of evolving technology challenges. To ensure the delivery of excellent services, Systec Communication makes sure to keep its IT infrastructure up to date at all times. Our structure incorporates the latest in technology to ensure that all communication is registered for verification and maintaining quality. Coupled with digital recording technology, each important contact with a customer is verified and archived for quality purposes.

We offer an interactive and comprehensive platform that provides fast and adaptive implementations and sophisticated visualizations of results. We use customizable on-screen scripting that lets our associates deliver clear, consistent and prompt answers.

Multi-Tier Support

Our infrastructure is organized into a multi-tier support system for more efficient handling of calls. The tiers include:

The first tier in such a model consists of operators, who direct inquiries to the appropriate department and provide general directory information. If a caller requires further assistance, the call is forwarded to the second tier, where most issues can be resolved. In some cases, there may be three or more tiers of support staff. If a caller requires more assistance, the caller is forwarded to the third tier of support; typically the third tier of support is formed by a group of the highly-skilled technical support staff of the product.

  • 1st Tier: Operators
  • 2nd Tier: Highly-skilled Technical Support Staff
  • 3rd Tier: Product Support Experts

The first tier in such a model consists of operators, who direct inquiries to the appropriate department and provide general directory information. If a caller requires further assistance, the call is forwarded to the second tier, where most issues can be resolved. In some cases, there may be three or more tiers of support staff. If a caller requires more assistance, the caller is forwarded to the third tier of support; typically the third tier of support is formed by a group of the highly-skilled technical support staff of the product.