Technical Services - National Helpdesk

24x7 Customer Support

Bytecraft's National Helpdesk currently provides its clients with service 24 hours a day, 7 days a week, 365 days a year. Our friendly and efficient team of Call Centre Operators are trained and experienced in the management of direct customer relationships.

National Helpdesk

Bytecraft utilises strategic staffing plans, facilitating more than 26 operators at any one time, to cater to the peaks and troughs of delivering consistent coverage and quality of service to its clients.

Bytecraft recognises the increased need of support during peak periods of service – such as Christmas or Easter – and works directly with its clients prior to the commencement of peak times to develop coverage and support plans.

The Bytecraft Helpdesk currently manages over 370,000 telephone based interactions and enquiries annually and prides itself on best practice with a measured and reported high-quality of service, consistently answering over 85% of inbound calls within 30 seconds.

Call Management and Tracking

The Bytecraft Helpdesk utilises the web based proprietary BSuite™ system to manage and track each and every phone call received, allowing Bytecraft to offer maximum flexibility and to be adaptable to meet its clients developing needs. The Bytecraft Helpdesk is equipped with the latest IVR and VOIP telecommunications systems to cater for further growth, flexibility and reporting. Its ACD software provides skills based routing so that the most suited agents are assigned to best interact with specific customer enquiries.

Call Centre Operators

All Bytecraft Systems Call Centre Operators undergo extensive and ongoing training programs in products, services and customer service to ensure every call is handled with consistent professionalism, care and efficiency.

Customised Service

The Bytecraft Helpdesk customises its services to its client's key needs, providing 1st point of call services for clients who wish Bytecraft to act (and answer) as their own internal technical services helpdesk, or 2nd point of call services to clients who only wish to use the Bytecraft Helpdesk as a port for either service call logging or logging of hardware specific queries. The Bytecraft Helpdesk can provide for its client's standard, scripted operators, mid-level hardware diagnostic type operators or even technical specialist and experts, customised by specific client requirement.