What technical support does okcc call center need to realize its functions

We mentioned , Some software is completely free （ Like spreadsheets and E-mail These executions Internct Software with basic functions can be downloaded freely on the Internet ）, This is because the cost of software replication is minimal . But the initial cost of software development ？ Some application generation tools make the process of writing software much simpler than before , So the development cost is much smaller . Now people write Windows You don't have to spend as much time painting and modifying your application as before , Most of them are operations such as clicking or dragging objects or modules . Now the program user interface is also very important , Sometimes it's even as important as how the program works inside .

How many behaviors are there to copy the software and use it ？ Nowadays, CD-ROM drives are becoming more and more popular , And copying a CD is easy , So that the paperback software in the software store is difficult to get the predetermined profit . In fact, it's not just individual users who make such mistakes in copying software , I don't know how many companies have bought a user license and copied the software on more than ten machines .
This does not mean to emphasize that software revenue is under threat , But to show that a large amount of capital investment is still needed in commercial paperback software . Although replication software is everywhere , Why doesn't everyone only use from Internet Download free software or use pirated software ？

    This is only because the payment when people buy software has little to do with the intrinsic value of the software , What they buy is only the technical support of the software , What you buy is the right to call the seller to solve the problem when the software is stalled or does not run as expected , Therefore, the seller of CDs should attach the registration card and the serial number of CDs in the packaging box , There are also some keywords required for software installation . in addition , Whether to pay for the software is also related to whether there is helpful information .
    If buyers pay mainly for technical support and almost nothing else , Then we can draw such a conclusion ：“ The better the technical support provided , The better the product ”, Now this conclusion is more or less correct . The difference between payment and non payment is that you can dial 800 Call toll free or get more technical support , There are other services related to technical support .
    actually , Not only in the field of software, the value of technical support is very high , When the user wants to install a scanner on the computer 、 The second hard disk 、 Expand support devices 、 Never disconnect the power supply （UPS） Or other peripheral devices , Often do not know how to do , In fact, he can call the technical support center for help .
    The above-mentioned and in Web What's the relationship between processing voice in ？ The problem that users often encounter is to install expired software or lack the latest version of software , But visit the vendor Web Sites can often solve many problems , All documents such as the latest version of downloadable software can be found here . If you want to install or upgrade relevant software for your computer , these Web Sites can provide many useful resources .
    actually , Traditional technical support call center , Gradually become dependent on doing Web A lot of available information . Usually, the first question that the technical support center asks the caller is ：“ Have you ever seen Web On the site FAQ（ common problem ）”,FAQ It is usually of great help to ordinary users . When users encounter difficulties, they get FAQ When you help , It's like meeting gods to lead the way in a maze with monsters hidden in the corner , Users can solve the problem by clicking the button .
    Usually , After the user makes a request , If there is no idle customer agent , This user has to wait . At this time, the user will be prompted ：“ All agents are busy dealing with other customers' requests ”, It sounds like every agent is at work , But in fact, some agents are having lunch , Some have just finished an hour and a half of call processing and are resting , Or others are even lazy and refuse to work . When customers are waiting, they usually play some kinds of music , These concerts are periodically interrupted , Insert something similar to “ Your call is very important to our company ” A hint of （ But it's clear , It is not important enough to allocate some resources from elsewhere to handle your call immediately ）.

Of course, these fooling practices should be criticized , Some good sites will inform callers about the waiting time , Let the caller decide whether to wait or send the request after a while （ The waiting time for this prompt is usually not too short , People complain that it's longer than they think ）.
If Web The site mainly provides some technical support for help information , Then when dealing with voice VoIP Technology is a good way . The significance of this is to avoid only voice or only Web Technical support problems .

Web Site utilization VoIP The benefits of technology are ：
1. The conversation is interactive . Although provide · Technical support consultation passed E-mail It can also be done , But it's not as convenient as interactive voice ,E-mail The content in the must be written clearly , There should be no ambiguity .
2. Can deal with problems more flexibly . Talking to each other is exploratory , Just talk for a few minutes , The agent can know the general technical level of the caller （ By contraries , The caller can also know the general ability of the agent ）.
3. New problems can be found in time . Collecting information through conversation is better than sending it back and forth E-mail Much faster .
4. Cost savings . utilize VoIP There is no need to have a separate voice network to support , stay Web Cannot process all user requests at the same time , If there is a call waiting , The support center costs every minute 6~8 cents , And the use of VoIP The waiting cost is much lower .
A voice processor Web The principle of how the site provides technical support can be shown in Figure 6-3 To illustrate .
chart 6-3 WEB The site uses voice for technical support
As technical support has increasingly become a way for software and hardware vendors to explain their products , Processing voice Web The site is more and more valuable than before . This is not to say that technical support is Web The only reason to join VoIP And benefit , Similarly, even the marketing products of commercial sites other than technical support 、 Service delivery activities can also benefit .