Teknosor is a technology consulting and support enterprise founded in October 2011, providing services for individuals and small to medium enterprises through a robust technical support team. Their offerings include helpdesk support, cloud services, issue management, and website services, aiming to be a single point of contact for tech-related needs. With a business model based on remote support and a focus on efficient service delivery, they have successfully handled a high volume of calls and provided tailored solutions across various technology domains.

1. orcunobalar@teknosor.com.tr

2. Who are We?
 TeknoSOR is an Technology enterprise, founded
on foreseeing the much needed technology
consulting and support services for individuals
and small and medium sized enterprises.
 Teknosor is founded by professionals with over
20 years of Technology startup, management
and consulting experience.
 We started our services in October 2011 as
11820 Technology Support Center, in
partnership with Türk Telekom AssisTT A.Ş.

3. Our Services
Developed by our experienced and specialized technical
personnel, our outsourcing model enables time, money and
resource savings for individuals and corporations.
Corporate Services Individual and SME Services
 IT Help-Desk
 After Sales Help-Desk
 Cloud IVR Services
 Issue Management and
Support Services
 Website Services
 Ad-Hoc Call Services
 Phone and Remote Access Support
 On-Site Technology Support
 Solution Analysis Consultancy
 Web-Design, Implementation, Updates
 Web-Admin and SEO Support Services
 Domain Name Registration and
Web Hosting

4. Our Technology Support Team
 Primary Support Team responds to consultancy and support calls
providing technical problem analysis.
 Secondary Support Team consists of our experienced technical personnel,
employed in Call Support and Call-Back services.
 Back office team supports Information PORTAL and CRM infrastructure. It
also provides orientation and updates to technical teams.
Our technical team is mainly Technical High-School, Vocational
School and Polytechnics graduates.

5. Our Training System
 Our technical personnel selection is complete only after “Aptitude Tests”
and “Training and Technical Evaluation.”
 When employing our technical team, they are subjected to a 1-month
Certificate Training. During this training, they also receive a specialist and
support-specialist training.
 Training courses are performed at class, supported by e-education.
 Our Calls are video-recorded and evaluated according to the performance
by Specialist Quality Insurance Teams. CRM recordings are monitored
instantaneously.

6. Information Portal
 Informationportal is the central intelligence of our support services.
 All related support articles, documents and training materials are indexed in
this cloud based knowledge base.
 Technical Support Agents rapidly access the information they need during the
calls via easy search tools.
 Fully integrated with CRM and Issue Management Systems.
 Continuous entry and update of new information by Subject Experts.

7. Scope of Services
 Computer
 Mobile
 Internet
 Multi-media
Our purpose is to be the single point of contact for our
Individual and SME customers providing the technical
support and consultancy services they need with qualified
personnel in a cost-effective way.
Fields of Expertise;

8. Scope of Services
Computer Technologies;
 PC / Notebook / Ultrabook
 Modem / Router / WiFi
 Printer / Scanner / Fax
 Software / Office Applications
 PC Optimization / Back-up
 Virus Cleaning

9. Scope of Services
Mobile Technologies;
 Tablets, Navigation Devices
 Mobile Phones, Smart Phones
 MP3 Player / Mobile Gaming Console
 Mobile Operating Systems
 Application Loading, Version Updates
 Initial Setup and Hard-Reset Support

10. Scope of Services
Internet Technologies;
 Website / Blog / Social Media
 Instant Messaging and Communication
Software
 E-Mail Setup and Troubleshooting
 Anti-Virus Selection and Security Settings
 Internet Browser and Connection Problems
 Internet Banking and Secure Shopping

11. Scope of Services
Multi Media Technologies;
 TV / Smart TV / 3D TV
 Home Theatre and Hi-Fi Sound
Systems
 Satellite / Cable / IPTV
 Camera / Video Camera
 Gaming Consoles / Online Games
 Projection and Visual Systems

12. Technology Infrastructure
 IVR Systems
 CRM and Issue Management
Systems
 Information Portal
 Fiber Internet
Deploying Cloud Computing Architecture, we
provide services with a highly sustainable and
scalable technological infrastructure.

13. Our Business Model
 Customer calls the company on their 444- or 850- Call Center Line.
 Calls are transmitted to TeknoSOR infrastructure via VPN and Fiber.
 Calls are answered with company announcement.
 TeknoSOR CRM system works in integration with the company CRM.
 Service fees are calculated monthly in minute terms (according to
mutual agreement,) and invoiced to the company.

14. Our Advantageous Offers
 Saving time and money in solving technical problems via remote support.
 Meeting technical personnel requirements for SMEs.
 Assistance in getting more benefit out of technology in your daily work.
 Service continuity during vacations, leaves and shortage in personnel.
 Reduction of cost per call with our outsource Help Desk model.
 Call Response and Answering Services at Demanded Service Levels (SLA).
 7/24, Quality, Fast and Definite Solutions from a Single Point of Contact.
 Our knowledge, tips and suggestions derived from thousands of calls.

15. References – 11820 Technology Support Line
 Our services started in October, 2011.
 We answer 750 calls daily.
 In 2 years, we answered almost 300.000 calls.
 Our average call duration is 10 minutes.
 Our First Call Resolution (FCR) Ratio is 70% in average.
 In almost 50% of resolved calls, we use Remote Access method.
 We can connect to computers, tablets and mobile phones via Remote Access.
 Almost 30% of our calls are about mobile technologies.
 %30 of calls are about Internet, the remaining 40% of calls are about computer,
multimedia and related issues.

16. References – Teknosa Technology Support Package
 We developed “Technology Support Service Package” in
partnership with TEKNOSA.
 We provide service to TEKNOSA customers from our
Technology Support Center in Istanbul.
 We provide Setup, Training and Support services via
phone and remote access regarding all technologies
customers purchased from TEKNOSA and even for
devices they already own.
 Despite its recent introduction, Technology Support
Service Package has been one of the best seller among
TEKNOSA service packages.

17. References – ZTE Technical Support Call Center
 Our ZTE Modem Technical Support Service operation
started on May 2013.
 We provide technical modem support services to
ZTE Customers for all their purchased ZTE models.
 Along with modem sales to general market, ZTE
provides special modem deals for ISP customers.
 ZTE is one of the top Technology Manufacturers of
China.