Operating model
A single point of contact for consistent support experience from initial call to resolution, continuing to nurture the relationship during resolution, instead of struggling to maintain the status quo. This model decreases incidents resolution time allowing account representatives to focus on the client.
our drive
Customers are able to use self-service or contact a help desk agent when they need answers or step-by-step instructions.
Our Help Desk is the one that solves the customer’s problem with little downtime, continually making efforts to improve.
Results & Metrics
We gather and analyze data, reports, and metrics to identify patterns, highlight trends, and spot any anomalies as input feedback to improve processes, knowledge bases, and solutions.
About us
IWFirstCall is a certified 24×7 Customer Care Center, offering NOC support,
optimization, design and build services for enterprises, and communications service providers. Our solutions significantly improve the support provided to partners and clients, customers and end-users.
With our internal NOC operations, we strive to improve efficiency and shorten response times. We provide best practices in consulting to optimize, design and build NOC operations, frameworks, and procedures. Proactive 24×7 NOC support
is provided with several options, including North America, EU, UK or global integrated NOCs.
We also provide business process outsourcing (BPO) services for insurance industry clients, bringing our exceptional support model to insurance companies, agencies, and carriers.
With IW First Call we provide more than just technical expertise – we focus
on enabling real human impact. Our solutions drive business growth so you can expand economic opportunities.
We streamline operations so you can deliver better experiences for customers. We extract powerful insights so you can make decisions that create positive change.
A few things we’re great at
We are experienced in a variety of operating systems, networks, and databases. We work with just about any technology that a small business would encounter. We use this expertise to help customers with different sized projects enjoy:
Network Operating Center
- Server Policy
- Performance Monitoring
- Notification & Escalation
Help Desk Services
- Log all help desk interactions
- Technical assistance: phone & email
- Active Directory accounts
Call Center SERVICES
- Customer Support
- Technical Support
- Questions about policies or practices
BPO Services
- Policy Administration
- Claims Processing
- Billing & Collections
- Underwriting Support
Provide a single point of contact
A single point of contact for consistent support experience from initial call to resolution, continuing to nurture the relationship during resolution, instead of struggling to maintain the status quo.
This model decreases incidents resolution time allowing account representatives to focus on the client.
Quick and Accurate Resolution
Customers are able to use self-service or contact a help desk agent when they need answers or step-by-step instructions.
Our Help Desk is the one that solves the customer’s problem with little downtime, continually making efforts to improve.
Time. Knowledge. Consistency.
Centralized knowledge and workflow guidance that makes solving customer problems quicker and easier, along with transparent performance data, always paired with improvement plans.
We pride ourselves on becoming an integrated extension of your team so together we can achieve transformative outcomes.
Measure customer satisfaction
We gather and analyze data, reports, and metrics to identify patterns, highlight trends, and spot any anomalies as input feedback to improve processes, knowledge bases, and solutions.
Our trusted solutions empower you to increase efficiency, productivity, and performance so your organization can reach its full potential.
Our leadership team
We strongly believe in our people, in their potential to never settle for less than the best, and our leadership team is here to support them in any way possible.
If everyone is moving forward together, then success takes care of itself.
Stefan Stojanovski
Managing Director
Petar Popovski
Business Development Manager
Blagojche Sidzimoski
Operations Manager
There are multiple job openings. Join our team
Contact us
BETTER YET, SEE US IN PERSON!
We love our customers, so feel free to visit during our business hours.