Live Prompt Help Desk Support
Support Options
Customer Pays
The helpdesk is packaged to enable the Sub and Master Agent to sell support to their customer. This service provides an opportunity to remove the headaches and time constraints of supporting the customer and replace them with time to sell and or achieve a better quality of life.
The service can be sold as a stand alone product like, for example, selling an AT&T PRI or it can be white labeled as the Agent's helpdesk support, instantly transforming an Agent's core offering to their customer.
If white labeled, CRA will bill on the Agent's behalf, will answer the phone and respond via email as if our team resided in your office. The amount the customer is charged will range from 7%-15% and then back down to 7% of their monthly spend, operating on a bell curve. This means the small customer with a spend of $1,000 and a larger customer with a $50,000 monthly spend will pay 7% while the medium sized business will be paying more. The matrix that dictates the pricing model takes into account several different variables. The monthly spend is only one, but provides a high level explanation of how the customer is charged.
Monthly residual commission for the Agent is based upon an average sale of $500. At 4 sales per month this will yield a monthly commission of $10,000 after the twelfth month.
Agent Pays
When considering whether or not to utilize this model, an Agent should consider the following-
“How will the cost compare to what I am now paying my employees?”
“How much will I need to sell to off-set the cost of the support?”
“Do I want or need to manage a staff to grow my business?”
“Can I allocate the employee resources I do have elsewhere?”
“Will outsourcing support allow for a better life for me and my family?”
The key to answering any of these questions is for the Agent to know their business.
For instance, an Agent may not really know how much time they spend performing what tasks. The tendency, if time is not being electronically tracked, is to have a skewed view.
When tabulating cost of an employee, perhaps an easier task, the Agent must include all costs, including taxes, insurance, vacation, utilities, time invested in training, etc. in order to glean an accurate picture.
We recommend “testing the waters” with a simple provisioning project. This allows the Agent to learn our philosophy, style, over-all competence and to assess the cost without fully engaging. For example, history has shown us that provisioning a T1 will cost approximately $300.
Once a comfort level is achieved, we can take the next steps. Often we suggest that the Agent divide their base into three groups considering the size of the account, current time spent on support, and revenue generated. The Agent can begin purchasing support for the smaller accounts first and work their way up.
CRA also places retention calls into the base to slow down churn. This is an inexpensive service which provides a great deal of value for the Agent.
CRA invoices it’s Agents on a per-minute basis. The range is between $2 (requires no monthly revenue commitment) and $1 per minute which does require a commitment.
The standard term is one year