OnBrand24 agents provide your customers with Level 1 support in a friendly and professional manner. Level 1 help desk support provides customers a live support agent that can offer assistance troubleshooting, resetting passwords, card and system activation, as well as call patching and call routing.
Our agents respond to each call by opening a trouble ticket and properly escalating calls to the appropriate staff member or department per your specific instructions. Agents can work from detailed scripts or use their extensive customer service techniques inline with more flexible scripting.
Our agents are trained in ticketing systems such as Salesforce, Kayako, IssueTrak and more. Our agents can log each contact into your own ticketing system or ours. Our excellent team of IT experts can create a customized ticketing system specific to your needs as well if you're not using an existing system or if you've been looking to change systems.
In addition to one of our advanced ticketing systems logging each and every contact with your customers, our advanced call center technology offers detailed call reporting as well. Using Five9 Connect provides our clients with real-time data access on call volumes, abandonment rates, average talk times, agent efficiency rates, service levels and more. Utilizing these tools allows us to maximize efficiency, adjust programs in real-time, allocate future staffing resources and realize optimized value.