For more than 15 years iQor has provided front-line product and technical support for major telecom providers and consumer tech companies, growing to a domestic, near-shore and offshore talent base of more than 4,000 agents supporting a wide range of products.
We provide Tier 1, Tier 2, and Tier 3 technical support for some of the world’s leading brands. Our highly trained, certified staff focuses on first call resolution, adopting the appropriate brand voice to deliver an exceptional customer experience in support of a wide range of products and services.
High-speed data and Internet access
Cable and satellite television
Corporate help desk
Underlying our quest for excellence is a passionate commitment to Knowledge-Informed Interactions (KII), a system that ensures our agents have the latest technical solutions and product knowledge.
As part of our KII processes, our agents collect, share and collaborate on resolving technical issues on more than 300 different phones, smartphones, tablets and other electronic devices. They feed an ever-expanding knowledge base of deep, detailed diagnostic and workflow solutions of the hardware/software ecosystem, including iOS, Android, Windows and BlackBerry.
With our KII shared knowledge forum, our agents—and our clients—have access to an evolving body of technical knowledge of every product they support. It also allows us to push repair trends to frontline agents to reduce the number of incorrect repair requests and no-fault-found returns.
iQor builds a customized technical support plan for each client that drives higher first call resolution. We share our client’s commitment to solving the problem for the customer the first time. To provide sustainable and repeatable results we employ strategies that can include multiple layers of concierge type support.
We view each problem, each interaction as an opportunity for our clients to get smarter about the products and services they offer customers. Whether using post-call surveys, contextual notes, or creating customized reference materials, we help our clients improve their products, pricing, and policies.
Satisfied customers have always been key to corporate success, but in today’s mobile world, with new devices and competing plans constantly becoming available, customer retention is harder than ever. To encourage brand loyalty, iQor models its technical support on concierge service at a five-star hotel.
Warm and courteous
Focused on each customer’s individual needs
Knowledgeable about the company’s hardware, software, operating systems
Efficient but patient, never rushing a customer off the line
Trained to resolve an issue in one call (First Contact Resolution), either on their own or by tapping internal resources
Trouble-shooters and problem-solvers
As part of our commitment to our clients success, iQor helps build dedicated technical labs at our call centers. The labs are designed to replicate a typical store display, with flagship devices from our clients portfolio of products. With all the latest gadgets and equipment readily available, iQor agents can provide hands-on support from the floor, troubleshooting and recreating known issues to identify new solutions.
15+ years’ experience providing product and technical support in telecommunications /technology
Hands-on agent training on 250+ phones, smartphones, tablets and other consumer electronics devices
More than 4,000 agents in domestic, offshore and near-shore locations serving the telecom industry
Fully scalable to accommodate seasonal and new product spikes
Training on operating systems including iOS, Android, Windows, Blackberry, and more
In-house content writers update product knowledge and solutions
QeyMetrics business intelligence software for monitoring critical KPIs and caller issues
Unique recruiting methodologies find agents with “Tech DNA”
In-house Technical Lab for real-time testing
Online video university, sQool, for training thousands of agents in different locations at once and quickly deploying specially trained teams if needed