MPC Service and Support Brochure
Speed of answering your call
Few things are more maddening than sitting on hold waiting for a tech support representative.
Worse yet is getting a junior-level rep who wants to lead you through an insultingly elementary diagnostics routine ("Have you checked whether your PC is plugged in?").
At MPC, we measure our average speed to answer very closely (see table below).
The average speed to answer measures the time it takes to get to the actual person who will solve your problem, not to an operator or to the voicemail system.
|
Q2 2007 |
Q3 2007 |
Q4 2007 |
Q1 2008 |
Q2 2008 |
| Average speed to answer (min) |
1.7 |
1.6 |
1.2 |
1.9 |
1.1 |
PC Magazine, in a survey commissioned by MPC, found that its subscribers perceived MPC's hold times to be considerably shorter than those of the competition (see table below).2
MPC |
Dell |
HP/Compaq |
Emachines |
3.65 |
6.07 |
7.96 |
7.03 |
Furthermore, we employ only highly qualified tech support reps with excellent communication skills. Our tech support reps are all MPC employees—we don't outsource this function offshore as many of our competitors do.
MPC tech support reps have also earned many of the industry technical certifications, including (but not limited to):
- Microsoft Certified Systems Engineer (MCSE), which provides the knowledge to support the design and implementation of an infrastructure solution based on the Windows platform and Microsoft Servers software
- Microsoft Certified Professional (MCP), which ensures that reps understand how to support customers using Microsoft operating systems, networking software and productivity software
- CompTIA A+ certification, which covers knowledge of core hardware and operating systems technologies
Our tech support reps know the details of your configuration as it was shipped to you, speeding their ability to diagnose and troubleshoot any problems you have.
The PC Magazine survey also details the MPC reps' abilities to adapt their diagnostics based on your level of expertise, as opposed to leading you through a rote script. When asked whether "the PC support technicians adapt their questions based on your level of expertise", MPC rated the highest of all the PC vendors:
|
MPC |
Dell |
HP/Compaq |
Emachines |
| The PC Support technicians adapt their questions based on your level of expertise |
48.3% |
21.5% |
18.8% |
31.4% |
Additionally, PC Magazine surveyed its readers about difficulty communicating with technical support representatives.
The survey indicated that MPC reps were much easier to understand and communicate with.
|
MPC |
Dell |
HP/ Compaq |
Emachines |
| Frequency you have had difficulty communicating with tech support |
6.9% |
23.2% |
18.8% |
14.3% |
Finally, unlike virtually every other service organization in the industry, there's one metric on which we do not focus: the talk times of our tech support reps. Most service departments manage their reps to minimize talk times and make their operations as cost-effective as possible. Unfortunately, that metric results in poor service, as reps are anxious to minimize talk time with customers in order to meet their performance targets.
At MPC, however, we don't focus on the talk time metric. We encourage our reps to take the time necessary to solve customers' problems. Our reps' performance is measured by their accuracy and by their customer satisfaction metrics only, without regard to the time they spend on the phone.
2. PC Magazine, 17th Annual Reader Survey: Service and Reliability. August, 2004.
