Far Edge has a full service offering for Contact and Call Centres, including:

Helpdesk - we provide expertise to resolve technical and non-technical issues

Escalation Management - ensuring calls are escalated appropriately is critical for contact centres. Inappropriate escalation of calls to repair or management is expensive, takes up valuable staff and customer time, and increases customer satisfaction. We have clear guidelines around why and how calls are escalated

Testing - Part of our full service that is often not considered by manufacturers is testing a product prior to release. Is the product ready for release to the public? Are there any any known issues that can be fixed prior to release, or solved by a simple workaround? By proactively testing products prior to release you increase the quality of the customer experience, and exponentially reduce your ongoing support and repair costs.

3rd Party Repair Management - Escalating jobs to external repair agents can be fraught with danger, with poor quality repairs, slow turnaround and poor customer service all negatively impacting your image. We actively monitor all escalations to repair agents ensuring that the quality, the timeliness , and the customer service are all excellent. If a repair agent falls below required SLA we ensure the customer is not left waiting through our own repair facilities.

Knowledge Management - Our first class ticketing system captures knowledge as our team works, helping them assist your customers better. We actively develop technical and non-technical reference guides for internal training, as well as to assist customers in walking through configuring devices and common procedures. This has led to reduced queue times, improved quality of communication with customers, more accurate information for customers, happier customers, and lower support costs.

Premium Service - We provide a premium service, that you can give to specific customers. This service goes directly to senior technical and management staff who have the ability to short-circuit issues that arise.

Inventory Management - With our intuitive and powerful Multisite Inventory Management System, we can help you reduce inventory costs, lost stock, and track your spare parts, repairs and replacements with networks of thousands of repair agents, in real time.

Reporting - We give our customers access to our systems so that they can see in real time what is occuring, as well as regular aggregated statistics for tracking and management purposes.

Repairs - We operate a repair centre that specialises in computer repairs (PC and Notebook), as well as Consumer Electronic Devices (CE) such as mobile phones, digital cameras, LCD TVs and MP3 players.