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| Dedicated Department will include the following services and features : |
- Toll-Free phone number with multilevel IVR Custom Driven Menu
- Technical Support Representative training on your products or services
- Department Manager
- Level 1& 2 Support
- Web based Help Desk application specified to your organization’s individual needs
- Web enabled CSR’s (T1 Access)
- Call Center Support Hours: Up to 24/7
- Email & Chat Response - Live and Automated
- Branded Support - all incoming calls will be answered as Customers company name
- Warm call transfer between Customer company and NIT
- Multiple Language Capabilities (French and Spanish)
- Call Recording and Monitoring
Service Levels
- 90% of all inbound calls are answered in 30 seconds or less
- Average Level 1 Support call is 2 - 3 minutes
- Average Level 2 Support call is 3 - 4 minutes
- Abandonment rate is less than 3%
- Average hold time is 20 - 30 seconds
- Average e-mail response time is 1 - 3 hours
- Average Online (Web Chat) engagement is 2 - 3 minutes
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