Blog
Our thought leaders have you covered – from delivering exceptional customer service to the hidden benefits of managed services and much more.
Empowering Growth: Netfor’s Winning Formula for BPO and Channel Partnerships
Our Channel Partnerships are key to Netfor's success and growth in business process outsourcing (BPO) and rests on a straightforward concept: our...
Real-World Example: IVR Transformation
Real-World Example: Once upon a time in the customer service world, a client of Netfor's had an interactive voice response (IVR) system that was...
Resource Center FAQs
Chances are, we’ve already heard your FAQ and have the answer below. If not, please give us your Q, and we’ll add it to the FA.
WHAT IS FIELD SERVICES?
Netfor’s Field Services Department coordinates, controls, and delivers quality IT installations. When you need a skilled technician in the field, we rapidly deploy, expertly resolve issues, and notify you of completion using our advanced Deliverables Management technology.
WHAT CAN I EXPECT WITH NETFOR?
What does your Fulfillment Center do?
Our Fulfillment Center has a late-night pickup with UPS for next-day air/shipping overnight services. We have imaging capabilities and work with OEM manufacturers to repair devices using warranty services.
WHAT IS FIELD SERVICES?
Netfor’s Field Services Department coordinates, controls, and delivers quality IT installations. When you need a skilled technician in the field, we rapidly deploy, expertly resolve issues, and notify you of completion using our advanced Deliverables Management technology.
WHAT CAN I EXPECT WITH NETFOR?
Netfor provides worry-free, 24/7/365 customer care for business consumers and technology users. With Netfor you get world-class call center and help desk support as well as order fulfillment and field services.
WHAT DOES YOUR FULFILLMENT CENTER DO?
Our Fulfillment Center has a late-night pickup with UPS for next-day air/shipping overnight services. We have imaging capabilities and work with OEM manufacturers to repair devices using warranty services.
What qualifications do fulfillment center employees have?
Our employee certifications include A+, Net+, Server+, and some Microsoft certifications.
Glossary
Below are a few definitions of the words and terms you’re likely to hear when we talk about our field.
FLR
First Level Resolution: First Level Resolution (FLR) is a percentage measure of a contact center’s success rate in answering customer questions at the first time of asking. Netfor works with each client individuall...
SLA
Service Level Agreement: A service-level agreement (SLA) is a commitment between a service provider and a client. The SLA defines particular aspects of the service – such as quality, availability, and responsibilities ...
BPO
Business Process Outsourcing: The outsourcing of processes that are not considered core competencies of a business focused on improving a product or service. When a company is dedicated to business-critical tasks, it is ...
TCO
Total Cost of Ownership: An unbiased calculation that compares the cost of hiring, training, and managing an in-house team to a Netfor outsourced team performing the same functions. Typically, clients decide to outsource...
Case Studies
Netfor’s Methodical Onboarding Allowed Quillo to Focus on Serving Users
After years spent focused on staff education and retention for similar agencies, Quillo was convinced there had to be better ways to champion the people charged with taking care of other people. They hit upon a brilliant...
Total Cost of Ownership (TCO) Calculator
Our proprietary TCO Calculator will help you determine the true costs of managing calls in-house.
Maximize Your Cost Savings
It might seem counterintuitive, but sending more calls to Netfor’s help desk and agents can actually reduce your costs. How? Reducing the number of calls handled by your well-paid staff enables them to focus more of their time on critical projects and strategic initiatives that move your business forward. Plus, they and your organization will benefit from increased job satisfaction and reduced turnover.
