Outsourcing the help desk is gaining popularity. Why should I outsource my help desk? While helpdesks are essential for businesses of all sizes, internal operations are not a central function of an organization.
In other words, if employees are busy solving technical and customer-related problems, they can avoid working on more strategic and innovative projects to develop their business.
In addition, as so many new and advanced technologies are emerging every day that allow businesses to innovate faster in a competitive world, businesses often have limited IT to keep up with the latest and the best. He only has resources. If your IT team is constantly involved in keeping abreast of common customer service issues, the other talents and values that can bring to your organization will be eliminated. For this reason, companies should consider outsourcing non-core functions, such as help desk support to external service providers.
Why outsource technical support?
In general, many companies do not have the maturity of processes, tools, resources and experience to effectively perform their internal helpdesk. For example, you need the real-time voice or web chat features that today's customers increasingly expect. Most internal technical support teams do not have access to a knowledge base with valuable information about past interactions; therefore, employees have the information they need to quickly resolve problems and provide free support - service to their customers. . It was found to have been provided. Internal technical support platforms tend to lack workflow automation, service catalogs, configuration and asset management databases, remote access support, demand forecasting, and integration with other critical IT-related processes. Without these key characteristics, poor management of service levels and no way to track and measure the responsibility and cost of providing services within an organization. High-quality technical assistance outsourcing companies can provide all of this for a fraction of the cost.
Main benefits of outsourcing technical support
1. Reduce operating costs
Instead of paying per full-time employee (FTE), as in most technical support operations today, the outsourcing pricing model offers "pay per ticket" and is underused and expensive to reduce resources. When outsourced, there is no cost to train service personnel, purchase and deploy systems, offices, or software infrastructure to make everything work.
2. Decrease the volume
Outsourced technical support focuses on automation, self-service tools, predictive demand forecasting to reduce the volume of support tickets and identify training needs related to users.
3. Improve response time
Subcontractors are responsible for respecting specific service levels, in particular for responding to and resolving tickets. All tickets are tracked and measured and, if the SLA is not met, a correction plan will be implemented immediately. Subcontractors are responsible for providing SLAs to avoid fines and have incentives to satisfy their customers, so that they can provide referrals and long-term services to potential new customers.
4. Take advantage of existing experience
Technical support outsourcing companies are involved in the IT sector. So invest and keep your technical support team up to date with the best training, techniques and service management processes, technical tools and best practices. In addition, dedicated technical support professionals are often motivated to continue working, as they have career incentive plans that motivate them to grow in the IT service industry.
5 flexibility
If the demand for support is high or vice versa, companies don't have to worry about finding and training more people. Technical support subcontractors are designed to increase or decrease to meet changing demands, but only pay for the actual number of tickets processed.
6. Focus on the main mission of the company.
It is not uncommon for organizations to spend more time on nonessential activities when technical problems arise. When this happens, companies lose their strategic focus, resulting in lost revenue and productivity, and ultimately fail to satisfy customers. Businesses must focus on the heart and manage customer relationships using key and predictive metrics provided by technical support outsourcing partners.
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