CompUSA Inc. is moving its teleservices help desk program online as part of a new plan that will cut 1,500 store and support positions while adding 650 sales and customer service jobs.
The company is upgrading its subscription-based Dial-A-Tech program to steer more inquiries to its Web site (www.dialatech.com). This will save costs, while still allowing the option of speaking with an agent by phone.
CompUSA receives thousands of inbound calls daily requesting tech support. About 85% are answered within two minutes and the average call length is 12 minutes, says Clark Hausmann, director of sales and marketing.
“Dial-A-Tech.com is a logical extension of our existing telephone support program,” says Blake Wolfe, CompUSA’s vice president of call center services.
Under the new program, subscribers can request a text chat session with agents or submit e-mail questions and receive an answer within 24 hours.
Subscribers who go online are guided by agents who, with permission, can take remote control of their computer to resolve a problem, says Hausmann. CompUSA’s agents can also point to items or menus on a subscriber’s computer screen.
E-mail and text chat are being handled by CompUSA’s two Dallas-area centers. Inbound calls will be handled in Marlborough, MA, but eventually the e-mail, text chat and inbound calls will be blended and routed through queues at all three centers.
The Dial-A-Tech site also has tutorials and links to major hardware and software manufacturers’ sites.
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