On-Shore or Off-Shore

Some companies are switching to off-shore support to decrease the cost of providing support for their clients. Other companies have chosen to market that their companies are now providing on-shore support to their clients. In our opinion, this is a bad idea. The costs might be lower, but the customer satisfaction typically plummets. What is a company without happy customers? What does PARSEC Group do?

Since its inception in 1986, PARSEC Group has always provided "on-shore" support for its clients. We only provide on shore support, and we only have the highest level of technical expertise manning our support center. Our tag line is that our trainers consult and our consultants train. What that means to you is that with PARSEC Group, you will not have to deal with communication issues since all of our support personnel teach as well as support, giving you a better quality experience. Also, since all of our support personnel are only high end, you will not have to worry about dealing with the first level call screeners that provide obstacles instead of help. Part of PARSEC Group’s mission statement is to provide the highest level of customer service possible. And based upon our extremely high customer retention rates and feedback that we receive from our customers, we are accomplishing that goal.

Quality Customer Service

To provide the highest level of support and customer service, PARSEC Group looks for these characteristics when adding employees to its technical support staff:

• Training
  As the largest HP Authorized Training Partner for OpenVMS and Tru64 Unix, our instructors must keep current with the latest version of the systems they support. They also must be able to deliver these courses at the very highest of standards. Therefore, they must be able to communicate extremely effectively and they also must have an extremely high level of knowledge in their field of expertise. These instructors are also our support staff.
• Experience
  All the training and focused experience you can get is not sufficient to resolve many issues. Our support staff has real-world experience. They have worked in many industries; including financial, medical, communications, manufacturing, education, and scientific. Since we also provide consulting services, our support staff has seen many customer environments. This is the experience that allows us to understand your issues and find practical solutions quicker. We do not just sit in a vacuum; we live this every day.
• Communication
  Providing support requires a lot of communications. Our support staff must be able to communicate clearly with our customers, both on a technical and non-technical level. PARSEC Group's support staff strives to ensure the utmost quality service levels and consistency call after call, regardless of location. Once again, having instructors also do the training ensures that our support staff does an excellent job of communicating.

If you want your software support to be based in the United States, we definitely have that. But just having your support based in the US is not enough. What you really want is quality support. Support from communicators with real-world, extremely high level experience that you can trust to get the job done right the first time. That is what PARSEC Group can offer you. What you really want is for PARSEC Group to be your support provider.