Customer Care Support Center
Centurion's Customer Care Center is available to assist with all customer support issues that may arise. A team of highly qualified technical personnel, trained to respond to support requests related to Voice Response and Call Center systems, provides this support function.
Initially, a Customer Care Center call is routed to an available member of the support team. If all support members are assisting other callers, the call will be transferred to the Customer Care Center Voice Mail and held for the next available support member. Email messages are directed to all members of the Customer Care Center and are handled by the first available support member. Faxes not directed to a specific support individual will be forwarded to the Care Center supervisor, to be assigned to an available support member.
Support requests are normally responded to within 45 minutes to 1 hour from the time the call is received. Our guaranteed response time is 2 hours, with average resolution time often less than 2 hours. Customers will receive a call reporting on the status of the request when a problem is not resolved within 2 hours.
Centurion's applications allow remote access to client systems via a modem connection with appropriate software or via a secure VPN connection. This enables our support staff to logically function as a local user to the system, initiating commands to check programs, re-create problems, run tests, or implement configuration changes or updates.