Customer care and retention is becoming a key issue for most companies in today's competitive marketplace where customers demand immediate access to information and efficiency of response. Web Desk Help centers are one of the most powerful tools for improving the quality of customer contact.

BCA is a place to go for online and live help and advice regarding computer-related queries. We have over 45 live experts working on a 24-hour, 7-day a week basis. The service is backed up by a dedicated high-speed leased line (512 KBPS). For our customers to get the solution that is acknowledged as best-of-breed in the web-form management space, we at BCA have a team of MCSE professionals who strive for more knowledge to provide qualitative solutions to customer's problems. This helps us build long-term credible customer relationships, consistently and cost-effectively, across the very popular communication channel - The Internet.

BCA the Associates of BCA have associated with SITEL Corporation of US to provide these services globally In association with BCA InfoTech Ltd we offer:

1. Infrastructure
2. Work Flow
3. Our Service
4. Our Team
5. Work Engine
6. Quality
   

• Fully air-conditioned dedicated space sprawling over 3,000 sq. feet
• Communication backbone of 512 KBPS internet access leased line
• Site can facilitate 80 agents (total of 240 in 24 hours)

1. To get started, the customers are greeted by the experts and they select an expert by looking at expert’s member satisfaction rating, online resume, areas of expertise and quoted price.
2. Customers direct the questions to the site’s question box and experts adjust according to the customers knowledge levels.
3. Members and their selected experts interact in real-time, via mutual mouse and keyboard control.
4. The expert and the members decide upon the solution strategy and solve the query

Keeping the demand and the requirement of the market in mind BCA is currently focusing on providing online technical solutions to the customers regarding their computer related Software, Hardware, Configurations, Installations, Setup and Troubleshooting queries. Most of the queries handled are on Microsoft Products like:

Our team comprises of qualified software engineers with diverse backgrounds required to provide relevant technical online support to customers. Currently the area of operations revolve around computer related Software, Hardware, Configurations, Installations, Setup and troubleshooting, with most of the focus on providing support on Microsoft products. A team of 45 MCSE experts at BCA works round the clock to provide the resolution of technical problems online.

BCA uses state of the art Desktop Streaming Software technology, that helps to:

• View customer’s desktop
• Remote control customers PC
• Draw / mark on customers screen
• Interact through live chat
• Evaluate and analyze every chat session
• Analyze the productivity of the expert agents
• Analyze Feedback from the customer to rate his service satisfaction level

We integrate all the components of a web help center into one server as software components. The basic platform is a PC based server running Windows NT. These are industry standard systems, providing reliability and lower cost of ownership by allowing the web helpdesk solution to ride the technology evolution curve.