The Durables Challenge
Consumer durables and electronics brands face a specific problem — the complexity of the product does not stay with the product. It lands on the support team.
These are the challenges we hear most from durables brands:
Product queries need agents who genuinely understand the product — a customer troubleshooting a smart appliance or EV charger cannot be helped by someone reading from a basic script
Warranty claim backlogs frustrate customers at exactly the wrong moment — right after something has gone wrong with a product they paid good money for
Agents need to know multiple products across a frequently changing range — and knowledge gaps show up fast in live interactions
Coordinating between the customer, the brand, and the service centre breaks down easily — and when it does, customers call back repeatedly
Dealers and channel partners need the same product knowledge as customer-facing teams — a dealer who cannot get a quick, accurate answer loses confidence in the brand
BPOC'S Durables Solutions
Technical Helpdesk — L1 & L2 Support
Warranty & After-Sales Management
Complaint Resolution
Dealer & Channel Partner Helpdesk
Back Office — Claim Processing & Digitisation
How BPOC Trains Technical Agents?
The difference between a good durables support team and a poor one almost always comes down to training.
Agents are trained by product experts — not generic trainers — so technical accuracy is built in from the start
AI simulation tools are used during training to expose agents to a wide range of real product scenarios before they go live
Each agent is certified per product category — an agent trained on refrigeration is not put on EV charging queries without separate certification
Training is updated with every new product launch or software update — knowledge stays current, not just accurate at onboarding
This is what allows BPOC to commit to technical accuracy standards that most generic BPO partners cannot match
AI Tools for Durables Support
AI Agent Assist — surfaces the right product information and troubleshooting steps to agents in real time during live calls, reducing errors and handle time
Voicebot for common queries — handles straightforward troubleshooting, resets, and standard error codes automatically — so agents focus only on cases that need real technical depth
Call transcription for feedback loops — support interactions are analysed to identify recurring product issues, with findings fed back to product and quality teams
FAQ
Find clear answers and solutions to all your questions quickly.
Can BPOC agents be trained on our specific product range?
Do you offer L2 technical support for electronics brands?
How does BPOC manage warranty claims at scale?
Can BPOC support dealer helpdesks for durables brands?
How do you keep agents updated when new products launch?
How does AI Agent Assist improve technical support quality?
