Scope of Services
Start with the customer giving the customer
This product description defines a range of standard call desk services which TGC provides on a designated service area.
The facilities included in this range of call desk services are: • Call Management • Problem Management • Technical Support • Service Management
The modular structure means that our services can be fit to the customer's individual needs or to accommodate specific requirements on a local level.
Call Management
The call desk logs the call and details of the problem or request, question the user to diagnose and determine the priority of the call, gives advice as necessary and routes the call to the appropriate service provider. The call desk then monitors the progression of all calls logged to ensure that they are resolved within the agreed service levels. Once a call has been resolved, the call desk will contact the user to ensure they are completely satisfied, before updating the call detail and closing the call.

Problem Management
For request for resolution of a problem, and if the problem has not been resolved at the time of logging the request, the call desk will route the call for resolution to either the 2nd line technical support or the appropriate service provider. In which case, the call desk will inform the Customer of the expected actions and resolution time, updates details of the call as necessary, coordinates with the 2nd line technical support or the responsible service provider, keeping track of the problem and actions until satisfactory resolution.
Technical Support
In addition to the call desk, TGC provides second line technical assistance to deal with all hardware and software technical queries routed from the call desk. A technical specialist carries out the following activities: further diagnosis of the problem in order to ascertain the most appropriate path for solution, coordinates with other service providers as necessary to resolve the problem. Upon completion of the request or problem, the specialist will (document and) report back to the call desk all details of the actions taken to close the call.

Service Management
TGC will produce reports periodically to support the call desk service. Such reports will be presented to the Customer at the regular service reviews. TGC will agree with the Customer the format and content of the reports, but the information may include elements such as: total number of calls taken and new calls logged in the period, statistics on the time to resolve all calls by priority and service provider, call abandon rate, number of high priority calls logged and report on resolution details, number of calls logged and resolved by each service provider, detailing actions taken.

Contact Us

T.G. CYBER-TECH CO. LTD.

Tel: (853) 2870 5399

Email: info@tg-cyber.com


TG CYBER TECH (HONG KONG) CO. LIMITED

Tel: (852) 3598 3023
Email: info.hk@tg-cyber.com


TG CYBER TECH (JAPAN) CO. LIMITED

Tel: (81) 90-6922-6900
Email: info.jp@tg-cyber.com

TG CYBER TECH (SINGAPORE) CO. LIMITED

Tel:  (65) 92982777 / (65)9026 7991
Email: info.sg@tg-cyber.com

  • Macau
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