Island Logic is committed to taking the pain out of the Technical Support and Help Desk Process. We understand the customer’s frustration and need for resolution and have constructed a strategy and process flow to achieve exactly that.

Why Island Logic?

IT Professionals, Not Product-Trained Agents

Most Technical Service Contact Centers hire their representatives from a variety of different backgrounds, however, they rarely possess technical or IT related education or experience.

Island Logic has created a new paradigm for Technical Service and Support which, in the end, boils down to simple logic. We hire IT graduates and professionals to serve as our Technical Service Representatives. Although these individuals can require a higher salary, through our years of experience we know that their knowledge base, adept technical skills and problem-solving mentality directly leads to shortened cycle times, higher first call resolution rates and a much more fulfilling and beneficial experience for the customer.

Complete Services Offered:

• Configuration/ Troubleshooting
• Dispatch management
• Escalation management
• Installation & connectivity
• Level 1, 2 and 3 technical support
• Predictive dissatisfaction modeling
• Reliability tracking and reporting
• Warranty or post-warranty support

Key Metrics Tracked and Benchmarked against SLAs:

• Resolution Rate
• Average Speed of Answer
• Average Call Handling Time
• Call Abandonment Rate
• First Call Resolution

Key Benefits of Outsourcing Your Technical Service and Support to Island Logic:

• Cost reduction and overhead savings
• Increased Customer Satisfaction, Retention and Loyalty
• Increased Revenue Potential
• Quality Standards with Dedicated and Thorough Analysis
• More Time for Core Business Issues and Expansion