Leading notebook vendor Toshiba ME, in partnership with TeleSupport International S.A.L. (TSI), part of ITG (Holding) group, has established its new call centre which will provide round the clock technical support services for Toshiba clients in the entire Middle East region. The call centre helps service clients for Toshiba hardware and basic pre-installed software support fields.

This launching which happened under the patronage of his Excellency the Minister of Telecommunications, Eng. Gebran Bassil, is in line with the Ministry of Telecommunications and the Telecommunication Regulatory Authority’s (TRA) efforts to increase Lebanon’s regional call center and support services capabilities.

“Toshiba constantly engages in enhanced quality of service to offer more benefits to our customers, especially in the Middle East. Our customers can expect that Toshiba will continuously provide them multi-level support for all its businesses; such is the aim of our Middle East-based call centre,” stated Pieter Ickx, Toshiba Vice President for EEMEA.

“This project will definitely impact the economy in Lebanon, since it will create new jobs. We are anticipating growth, through increased recruitment efforts in the coming years,” said Tony Mouawad, President of TSI.  

“This Project will put our country on the map for call centers in the region. Lebanon was chosen because of its strategic location and its renowned service-oriented culture & multi-lingual society. In addition the country’s telecommunication infrastructure readiness and the availability of qualified resources represent major added values which insure success.” added Claude J. Bahsali, Chairman and CEO of ITG (Holding).

Toshiba has partnered with TSI, a specialist in call centre services in the Middle East region to offer an extensive range of services operating 24 hours a day / 7 days a week. The Call Centre will process inbound support calls catering for technical information, technical debugging and assisting clients in troubleshooting. Toshiba customers are ensured that they will speak to the right technical person from the first time they call, through the 800-TOSH (+971 4 8008674) toll-free number. TSI/Toshiba multi-lingual call representatives are highly trained on Toshiba products’ technical information, functionality and usability. Agents have the technical skills to provide high level phone-based problem solving services, before considering any on-site intervention. The qualified agents support Toshiba clients through an efficient escalation procedure to ensure total customer satisfaction.

TSI has established a call centre technology that meets Toshiba’s requirement. The call centre is built with an advanced telephony technology which comprises multiple digital lines & E1 lines, telephone switches from leading vendors, queuing system, customer tracking software, and is a scalable system that can expand to handle 1,400 stations simultaneously and any type of incoming inquiries.

Toshiba has assigned a dedicated service manager in the person of Binu Thomas, Regional Service Manager for Toshiba Gulf Computer Systems Division. “The Toshiba call centre has advanced computer technology with a fully equipped Toshiba laboratory that aids our agents in technical issues and problem solving,” adds Thomas.

“With the launching of our call centre, Toshiba proves to expand its breadth and takes a step higher in catering to all our market segment’s needs. Toshiba is keen on reinforcing its after sales service thereby cementing customer’s trust for the brand,” furthers Santosh Varghese, Regional General Manager, Toshiba Gulf Computer Systems Division.

About Toshiba
The Computer Systems Division of Toshiba Europe GmbH is a leading vendor for mobile computing solutions. Headquartered in Neuss, Germany, the Computer Systems Division of Toshiba Europe GmbH is a wholly owned subsidiary of the Toshiba Corporation, one of the world's largest computer and electronics companies.

Toshiba Corporation is a leader in information and communications systems, electronic components, consumer products and power systems. The company's integration of these wide-ranging capabilities assures its position as an innovator in advanced components, products and systems. Toshiba was founded in 1875, and today operates a global network of more than 740 companies, with 198,000 employees’ worldwide and annual sales surpassing US$76 billion.
For more information: www.toshiba-gulf.com

About TeleSupport International sal
TeleSupport International, part of ITG (Holding) group, is specialized in the provision of Call Center Services.  Call answering is TSI’s core business, which means that the clients can take advantage of the company’s state of the art call center, ICT infrastructure and service development technology, 24 hours a day / 7 days a week. TSI offers customer service and help desk support (in-bound and out-bound), telemarketing and market research services.

ITG is a holding company handling a portfolio of autonomous businesses dedicated to the provision of Information and Communication Technology products, office automation equipment and the related professional services. ITG is part of HOLCOM, an international group operating since 1967, which employs more than 2,850 professionals in 28 countries worldwide.
For more information on TSI: www.telesupport-int.com