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Home > Call Center Support > Support Policy
Digisoft After-Hours Support Escalation Policy
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Customer calls the Technical Support hot line and leaves a message.
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Technical voicemail at Digisoft headquarters receives the message and automatically dials the Technical analyst on call.
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If the Technical Analyst receives the automated call from the voicemail system, he or she will call into the voicemail, listen to the message and then call the customer.
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The voicemail will try and contact the technical analyst three times with a three-minute interval between contacts. If the analyst fails to retrieve the message, the system will proceed to contact the technical support manager.
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If the technical support manager receives the automated call from the voicemail system, then he or she will call into the voicemail, listens to the message and then calls the customer.
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As before, the voicemail will try and contact the technical support manager three times with a three-minute interval between contacts. If the manager fails to retrieve the message, the system will proceed to contact the CTO.
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The same procedure will apply to the CTO. If he does not retrieve the voice mail message within the requisite interval, then the CEO will be contacted and he will either call the customer himself or make sure that someone else immediately calls the customer.
For more information about our call center software and the technical support we provide, please call the Technical Support Department at 866-338-0679 or email at sales@touchstar.com.
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Digisoft (a TouchStar Software company)
9 East 40th Street • New York, NY 10016
Phone: 866-338-0678 • Fax: 303-338-5236
Copyright ©2000-2006 Digisoft (a TouchStar Software company) All rights reserved.
Developing call center software, CRM solutions, telemarketing software
and predictive dialers for more than a decade.
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