1. Global response
2. Over 500 field support personnel
3. Multi-lingual personnel
4. Centralized support
5. Help Desk with knowledge base
6. Automated Dispatch service
7. On-line incident tracking for contract customers
8. Built-in escalation procedures.

Located in San Diego, California, The Chip Merchant’s state-of-the-art Global Call Center represents customers 24 hours a day, seven days a week. We protect brand names by providing accurate and professional service with every customer contact, to ensure our continued growth and profitability. As large IT companies are struggling with declines in customer service levels due to inexpensive overseas call center outsourcing, The Chip Merchant clients are seeing increases in customer satisfaction levels.

We do this through our team of fully trained Support Specialists who are experienced in taking and managing calls from anywhere in the world. This multilingual team provides Level I and Level II Technical Support with escalation to Level III when required, in over 250 languages.

1. Service contract management
2. Escalation and monitoring
3. Sales order processing
4. Field technician dispatch
5. Entitlement verification
6. Coordination of site installation
7. Warranty program support

To ensure continuous service to our customers and their clients, The Chip Merchant Call Center is protected by redundant power and telecommunication lines enabling us to sustain operations in the event of an external power or telephone line failure. Callers also have the added value of real-time transfer and escalation to a technical specialist where a business critical situation has developed and requires immediate attention. All of the activities that we perform on behalf of our customers are controlled and coordinated through our Call Center thus providing a consistent high level of service at all times.