Solution Center Services
The state-of-the-art Solution Center is the cornerstone of our services and a vital part of our end-to-end support.  We provide end-user support for software application issues.  We also offer complete helpdesk outsourcing with a dedicated automated call distribution (ACD) queue, transparently answering each call as your representative.  The Solution Center supports calls from across North America, maintaining an average:

• First-call resolution of 70%
• Response time of less than 60 seconds
• Abandoned call rate of less than 6%

Helpdesk support is based on Service Level Agreements, customized to meet your requirements.

ACD Queue
Incoming calls are 100% recorded and managed with automatic call distribution (ACD) capabilities, sending incoming calls directly to your dedicated Team.


CALL CENTER SERVICES
The Solution Center is staffed and equipped to handle spikes in call volume, delivering an immediate, live response on a 24-hour, 7-day a week basis.  Our inbound call center services are managed by a team of analysts skilled in customer support.  These frontline support analysts offer a central point for completing service requests, opening service orders and reporting faults.  These analysts centrally manage each issue, providing a single point of contact to facilitate resolution, dispatch, and escalation.

• Help Desk Technical Services  Our fully certified technicians proactively manage each issue through resolution, matching their response against your customized Service Level Agreement.
• End User Help Desk Services  These services provide end-user support for software application issues.  Analysts ranging from Level 1 to Level 5 will support software problems with PC’s and laptop computing devices.  All calls that require escalation are managed through warm transfer to ensure that the connection to another representative is immediate and efficient.

OUTSOURCING SERVICES
Synergy offers helpdesk services outsourcing for customers who require support technicians, without the high costs associated with managing an in-house helpdesk.  Using Synergy for your Call Center and helpdesk support is a low cost alternative to operating an in-house equivalent.  We save you the expense of creating an IT support department, the costs of training a service team and the overhead of maintaining them.

Let Synergy be You - Outsource Advantage
Our long tradition of success is attributable to the talented professionals within our workforce.  We have the skilled resources and the infrastructure needed to support your institution immediately and we can quickly scale to accommodate increased volume.  Our process is designed to make our call center a direct extension of your business so that the support a caller receives is transparent. Your customer’s expectations will be met, building the quality of your brand and your overall level of customer satisfaction.


RELIABILITY
The Solution Center is the centralized area for helpdesk and on-site support, asset management of hardware, remote monitoring, ASP hosting and maintenance of servers and networks.  Analysts and technicians are available 24x7x365 days a year and are supported by a robust backup and disaster recovery solution to provide seamless ongoing support.

SOLUTION CENTER QUALIFICATIONS
Frontline analysts adhere to industry standard call center structures and hold certifications with:

• Helpdesk Institute
• Helpdesk Manager
• STI Knowledge Call Center Manager
• A+, Network +, Microsoft
• ITIL-certified

Contact Us
To speak with Synergy about our Call Center Services contact us by email or call us at 1-800-596-5676.


Large enough to deliver… Small enough to care.