A connected device only feels smart until it stops working. Then it’s a customer standing in their kitchen at 9pm, holding a phone, wondering why the thermostat won’t pair and whether it’s the app, the router, the hub, or the device itself.
That call is harder than it looks. The problem might be your hardware, or it might be the customer’s Wi-Fi, their ISP, their phone’s OS version, or a firmware update that shipped last Tuesday. A support agent has to work through all of it without access to the home, without being able to see the device, and without making the caller feel stupid.
Then there’s the range of callers. IoT support gets people who set up their own mesh network and people who don’t know what a hub is, and the same agent handles both within an hour of each other. Talk down to the first and they cancel. Skip a step with the second and they escalate. That’s a training and coaching problem more than a technology one, and it’s the reason generic tier 1 support underperforms on connected devices.
Volume behaves differently too. It spikes at launch, at every firmware push, and every December when a lot of devices get unwrapped at once. Building an internal team big enough for the holiday spike means carrying it through a quiet spring.
That’s why most device makers run support through a partner. The right one already has agents who can troubleshoot across the network stack, coaching that keeps quality up when a bad update generates ten times normal volume, and the ability to scale for a launch and back down afterward.
Finding that partner is the part that takes work. Plenty of contact centers will say they do technical support. Far fewer have handled a connected device, where resolution depends on diagnosing a problem that may not be yours.
We score 300+ vetted BPO partners on 100+ performance data points, including technical support depth, first-contact resolution on device issues, and how they hold up under post-update spikes. We track 500+ heavily vetted AI and CX technology solutions alongside them, which matters here because remote diagnostics and guided troubleshooting tooling change what a tier 1 agent can actually resolve. Every partner in our network operates under identical commercial terms with us, so our bias is to the ones that perform. Zero cost to you.
Internet of Things Call Center Services
Commonly Outsourced Tasks in the Internet of Things Industry
Our call centers routinely provide the following services:
- Assisting customers with device selection, both online and over the phone.
- Providing support to customers as they configure their devices and connect them to their existing systems.
- Technical support for device malfunctions and other issues.
- Encouraging existing IoT device users to add additional technology to improve their existing smart homes.
- Warranty and RMA handling for returned devices
- Firmware and app update troubleshooting
Outsource Call Center Services
Our BPOs have Internet of Things industry experience in inbound and outbound services like:
Call Center Compliance
We understand that you often require agents with certain certifications. We have call center partners who hold certifications and licenses in the following areas:
- PCI DSS (Payment Card Industry Data Security Standard)
- TCPA (Telephone Consumer Protection Act)
- Data privacy and device security handling
