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.
IWFirstCall’s 24×7 staff provides a hands-on approach to incident resolution for technology infrastructure support.
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:
– Great User Experience
– Call recording and quality control
– Knowledge base
– Secure Remote Access
– Intelligent telephony systems
– Computer-telephony integration and automatic call distribution
– Notification Management
– Workflow systems for routing and escalation
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.
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 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.