Outsourcing technical
support has become more popular. Why should you outsource your HelpDeskServices? While professional support services are essential for businesses
of all sizes, running them in-house is essentially a non-essential function of
your organization. In other words,
If your employees are too
busy solving technical and customer-related problems, they will not be able to
work on more strategic and innovative projects to develop their business.
Besides, many new and
advanced technologies are emerging every day to allow companies to innovate
faster in a hypercompetitive world. Still, companies often have limited IT
resources to keep up with the best and latest news. When your IT staff is continually
trying to keep up with common customer service issues, the other talents and
values they can bring to your organization are left behind. For this reason,
companies should consider outsourcing non-strategic functions, such as
technical support, to external suppliers of external technical support.
WHY EXECUTION HELPS THE OFFICE
In general, many companies
lack the maturity of the processes, tools, resources, and knowledge to effectively
manage an internal HelpDesk Services. For example, they need real-time
or online chat capabilities, which today's customers increasingly expect. We
found that most in-house technical support teams do not have access to a
knowledge base that contains valuable information on past interactions,
providing employees with the information they need to quickly resolve problems
or provide self-service support to customers. Internal technical support
platforms also lack resources for automation of workflow, service catalogs,
configuration and asset management databases, remote access support, predictive
resources for forecasting demand, and integration with other processes. IT
critics. Without these key features, service levels are often poorly managed
and there is no way to track and measure the responsibility and costs of
providing services within the organization. Quality service outsourcing
companies can provide all of this for a fraction of the cost.
1. Reduce operating costs
Rather than paying for
full-time employees (FTEs), like most help desk operations today, outsourcing
pricing models offer "pay per ticket", thereby eliminating costly
human resources and underused. When they are outsourced, there is no cost to train
service representatives, buy and deploy software systems, office space or
equipment and infrastructure to make everything work.
2. Reduce the volumes
External technical support
focuses on reducing the volume of support tickets with automation, self-service
tools and predictive demand forecasting, in addition to identifying relevant
training needs for users.
3. Improve response times
The subcontractor is
responsible for respecting specific service levels for the response and
resolution of tickets, among others. Each ticket is tracked and measured and,
when SLAs are not met, remedial plans are implemented immediately. The
subcontractor is responsible for complying with SLAs to avoid fines and is
encouraged to keep customers satisfied so that they can provide long-term
services and referrals to new potential customers.
4. Take advantage of
existing experience
The technical support
outsourcing companies are in the IT sector, they invest and keep their
technical support teams 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 more motivated to stay on
the job as the contractors they work for have career incentive plans that
motivate them to move forward in the service industry IT.
5. Flexibility
In cases where the demand
for assistance is greater or vice versa, your business does not have to worry
about finding and training more people. The technical support service provider
is designed to increase or decrease to meet constantly changing demands, while
your business only pays for the number of tickets actually processed.
