ADGInfotek - services

ADG Infotek focuses on providing knowledge intensive support solutions that can be delivered remotely. We provide high quality, scalable and cost effective solution for outsourcing the technical and IT help desk functions. From our multiple technical service centres equipped with latest call centre technology, the technology help desk group provides total support solutions for ISPs, OEMs, software companies and IT needs of companies. The support provided is comprehensive and covers all major operating systems, desktop applications that run the office environment. Our support services allow client to reduce their support cost by 30-50%.

Majority of our staff members are engineers with all necessary technical certifications and have gone through extensive training in soft skills required for customer support. We can provide you with shared representative or support personnel dedicated full time to your products. We work with every client to ensure that our representative matches closely with the needs of our client companies.

Level 1 Help Desk Support
Corporate IT Help Desk Support
Remote System Administration Services

Level 1 Help Desk

Level 1 Help Desk for ISPs and Consumer Technology Products. We provide very high quality support for ISPs and technology companies serving consumer and SOHO market. The agents providing support in this market space are not only trained on diagnostic and problem solving skills but also rigorously trained on customer interaction skills to understand customer problems, often described in a non-technical way. The agents providing support to this market are typically engineering graduates with deep technical expertise and prior IT helpdesk experience. This helps in significantly increasing the probability of first contact resolution as well as finding right solutions for the customers.

ADG Infotek partners with leading technology companies to outsource support delivery and its management. Our team works closely with clients to create an effective parallel support organization. We have technology expertise in networking and communications, servers, operating systems, CRM Software & storage, middle tier management, software programming and database management & administration. We have built technical teams and managerial expertise to support all major enterprise application platforms including: application servers, web servers, directory servers, messaging servers, calendar services, certificate servers, database servers, operating systems networking and security applications.

We offer services to augment IT help desk teams by providing remote online, real time technical support. We can integrate our remote support processes with client system and processes to provide a seamless experience to the end customer.

By implementing, ADG Infotek multi-channel support system, computer users no longer needs to rely on more expensive means of receiving help: desk-side visits, peer-to-peer assistance or over-burdened help desk staff. Individuals can get the help they need, when they need it - via telephone, instant messenger, e-mail or Web - from a qualified team of ADG Infotek help desk professionals.

Travel Help Desk

ADG Infotek provides a cost effective and scalable solution for outsourcing the Travel Help Desk function by leveraging our service centres. The Travel Help Desk group provides total support solutions for Time Share; Portal based Travel agencies, Travel houses. The support provided is comprehensive and encompasses popular desktop applications that run the Travel office environment.

Remote Systems Administration Services

ADG Infotek Remote Systems Administration Services include

We proactively safeguard your critical computing infrastructure by continuously monitoring servers and Local Area Networks to diagnose and resolve problems before your users are affected; protecting your environment from virus attacks, unauthorized users and other security threats; and backing up all data on all your desktops and servers to ensure that you never lose business critical information. Whether you lose a file, computer or a disaster affects an entire site, ADG Infotek quickly gets your users back to productivity.

By monitoring the networks remotely, a significant cost savings to the customer is achieved. With remote control technology our online engineers repair and resolve problems without being onsite. We monitor computers and servers, remotely repairing over 90% of our customers' problems.

ADG Infotek offers the following Outbound Services:

ADG Infotek recognizes that even in an on-line world, many customers prefer a two-way voice conversation. Whether the call is through a telephone line or over the Internet, our English Speaking agents are trained to listen for buying signals and overcome objections and hesitations. We capitalize on cross-selling and up-selling opportunities through our customized scripting, and perform extensive quality assurance and monitoring to maximize each customer interaction experience.

Product inquiry
One of the keys to the success of a product or service is excellent customer service. Our unique blend of people, technology, extensively trained, experienced Customer Service Representatives (CSR's) ensure your company is always responsive to your customers' needs.

Order Processing
We process orders received by mail, fax, telephone and Internet. The orders include cashiering, inbound and outbound telemarketing, up-selling and cross-selling, data entry, label processing, letter shop services for list management and mailing services.

Customer Retention
ADG Infotek helps you motivate and convince customers, whom otherwise want to cancel a product or service, to continue using it. This is accomplished by employing well-trained agents, customized scripted objection handlers and rebuttals, cross-selling and down-selling and extensive quality assurance and monitoring.

Web Support
ADG Infotek can be a suite of web-enabled customer interaction management services designed to help your business respond to your customers across multiple points, from traditional inbound customer care to web, email, fax and voice over IP. Staffed by highly skilled "web representatives" using the latest technology, ADG Infotek is the fastest, most cost efficient way to launch and support your enterprise CRM initiatives. Our full suite of customer interaction management services includes:

Live Chat
ADG Infotek enhances your ability to respond to customer inquiries in real-time while the customer is navigating your web site. When the customer "clicks-to-chat" our agents are there, ready to respond in a two-way written dialogue. Through extensive product and service knowledge as well as technology that enable branded messages to be displayed instantly, our agents are able to emulate your corporate identity and culture. Our extensive training program produces professional agents whose typing skills are quick and whose written content is accurate, concise and focused on the customer inquiry. The resulting "chat" is truly a written conversation. Live agent chat is quickly becoming an expected convenience for online visitors, and ADG Infotek can be up and running on your web site within days.

Web Collaboration
ADG Infotek helps your customers navigate your web site by "co-browsing" with them. Our specially trained agents can "push" specific web pages to the customer and help guide them through your site, locate the requested information and complete on-line forms or any other applications that will facilitate a completed transaction. Our one-on-one personalized service reduces customer frustration and improves sales conversions.

E-mail
ADG Infotek provides a fast professional response to customer inquiries and requests through e-mail. Our services range from first tier e-mail automation to customized e-mail response. Our technology is designed to help agents create the best customer response, based on program-specific scripted templates or through demonstrated creative and business writing skills. We recognize that when a customer communicates with you via e-mail, their expectation is for a fast and thorough response and ADG Infotek is prepared to deliver

Technical Support
ADG Infotek offers technical and customer service support for products ranging from small electronics to high-end, state-of-the-art software technologies. Customers are supported by robust, intelligently scripted questions and answers. Data is captured to provide you with information on marketing, customer profile and frequently asked question distribution. Technical teams get hands-on training or daily interaction with products to ensure superb knowledge and efficiency.

Business Lead Generation
ADG Infotek Lead Generation programs are the perfect marketing tools to properly qualify and sell to your prospects so your highly skilled, highly paid salespeople and Officers are not wasting their valuable time. Due to its experience in Lead Generation programs, ADG Infotek has achieved a very steep learning curve. We provide Lead Generation in the fields of Mortgage, Insurance, Refinance, Debt Consolidation, Information Technology and travel etc.