Industry Positioning

Fulfilling your promises with enthusiasm and competence

This philosophy drives and defines our approach to each request for support:

• Listening to our customer
• Understanding their specific goals, challenges or needs
• Empathizing with our partner’s needs
• Envisaging a solution
• Leading to a complete resolution.

What differentiates PC Helpline from it's competitors?

Fine tuned processes & procedures:
As a client of PC Helpline, you will be allocated a contract manager to look after high level contractual issues and a technical lead engineer to deal with the day-to-day running of your account. The technical lead engineer has a closed loop communication to the operations department, to resolve outstanding issues in a speedy fashion.

Superior technical abilities:
We employ experienced staff who go through rigorous training and formal tests before supporting your contract. We provide our clients with the ability to collaborate in the development of the training through our online training curriculum and testing engine.

Greater use of Technology:
We have developed a secure online portal that integrates incident tracking and monitoring, inbound and outbound call statistics and monitoring, and an ever growing knowledgebase for each client. This feature-rich tool facilitates data imports from external sources and re-branding themes.

Internal Escalations:
All escalations are vetted internally before they are sent out to our clients’ point of contact.

Internal SLA on electronic activities is set twice as stringent as contractual SLA:
Although costly, we take care of tickets and emails in half the time of our SLA with our clients

No outsourcing to offshore companies:
Unlike many of our competitors, we do not outsource any part of our support to offshore companies in order to cut costs.