for jobs in SUTHERLAND this link is being given for the people who are trying
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Customer Lifecycle Management Services
Sutherland’s approach to technical support is unique: become the experts and extend that knowledge across our programs in innovative ways. Sutherland built a PC Ecosystem support model that facilitates deep knowledge at all staffing levels and an ability to deliver results in the true spirit of partnership. Together, our approach and the results, has produced significant benefits to our clients.
- Level 1, 2 and 3 Technical Support
- Installation and Warranty Support, Warranty Upgrades
- Analytics and Reverse Logistics Management
Sutherland’s unique approach to technical support yields better performance and successful relationships. A few of our innovative practices and why they matter include:
- Agent Cross-Training & Program Rotation: Drives first call resolution, knowledge transfer across programs, and very high skilled-agent retention
- “Wing-to-wing” Support Model: Supports an integrated knowledgebase
- Systematic CSAT Measurement: Provides data used in refresher training and process evaluation/improvement
- Assessment Screening (Sutherland’s proprietary recruiting model): Hiring appropriate candidates improves retention and thereby performance and costs
- Global Quality System: Facilitates continuous improvement
Pay for Support
Sutherland Global Services’ Pay for Support Solution is a proven fee-based support delivery model for several Fortune 500 technology companies. We leverage that expertise to develop customized pay for support programs that respond to customers’ how-to questions, 3rd party questions, out-of-scope and/or post-warranty inquiries for a fee. It eliminates customer frustration and company expense resulting from consumers calling multiple times to various places when attempting to diagnosis and resolve an issue. Rather it is set-up as a one-stop shop for complete technical-issue resolution -- a Total Support Solution -- that turns waste calls into revenue generating calls.
Sutherland@Home is a home based outsourcing solution built on a virtual business model utilizing a national pool of home-based associates and supported by Sutherland’s robust and advanced technology infrastructure. Leveraging Sutherland’s two decades of Business Process Outsourcing experience and expertise Sutherland@Home can be utilized and customized to deliver Customer Life Cycle and Back Office Life Cycle Management solutions. Every Sutherland@Home engagement benefits from our cutting-edge technology, comprehensive reporting capabilities, high system availability and stringent security policies, as well as the advanced staffing and training techniques to deliver an unmatched customer experience and the kind of results that companies have come to expect from Sutherland Global Services. With Sutherland@Home as part of a RightSourced ™ off-shore, near-shore, onshore solution, clients from industries such as Technology, Retail, Communications, Healthcare, Travel & Hospitality and Banking & Financial Services are able to realize significant efficiencies in the areas of overall productivity, employee attrition, real estate expenses, training costs, work force management and overall quality of the workforce employed.