Our technical support is a fundamental part of your business operations. Today, people are getting poorer and, when technical problems arise, they want solutions at their fingertips. If reading the FAQs on the intranet site doesn't provide an immediate answer, people are likely to call technical support, even for minor questions.
If you have a helpdesk that doesn't work well, it can result in dissatisfied employees and impact your productivity in several ways. Here are five signs that it may be time to consider outsourcing your technical support operations:
Support team employees take a long time to answer calls - long response times are a major factor in customer dissatisfaction.
You are having difficulty recruiting employees during business hours - IT support services may need to provide customer service outside 9-5 business hours and on weekends, which can cause headaches for employees.
You are having difficulty implementing procedures related to ticketing, timely escalation of issues, and incident reporting. You cannot measure and improve technical support operations without reporting systems.
You don't have enough employees with the right knowledge and experience to answer calls; This can lead to more customers returning due to unresolved issues.
You are using highly experienced team members to solve common technical queries - data restores, password resets, printer jams, and slow response times are simple and generally easy to solve. Such consultations should not take up the valuable time of your technical experts.
The Benefits of Outsourcing
One of the main benefits of outsourcing your help desk is that it frees up time and resources to focus on the key areas of your business. Outsourcing can also:
Increase productivity: losing productivity costs your business. Well-managed technical support, with experienced staff, can answer more calls and answer questions faster than team members who lack technical knowledge or can answer phones in addition to their normal duties.
Increase customer service: ensuring that calls are answered in a timely manner and that customer issues are handled by people with sufficient technical knowledge, which will likely result in much higher levels of customer satisfaction.
Relieve personnel issues - Outsourcing means you no longer have to worry about finding the right employees for your technical support team.
Prepare to outsource
There are several steps you can take to ensure that outsourcing technical support is a simple process. To start with, it's a good idea to find a supplier based in Australia. Many customers prefer to speak to someone locally, especially when dealing with complex IT issues, so that there is no additional stress due to communication issues.
It is also important to be clear about your requirements regarding hours of operation, expected response times for calls and the ticketing system, escalation of incidents and reporting.
An external source to consider
If you notice any of these five common symptoms of help desk problems, or if your help desk just doesn't work as effectively as it should, outsourcing can be an effective and cost-effective solution.
Why outsource technical support?
Increasing knowledge and use of electronic support, in addition to an increased demand for more dynamic feedback in technical support services, are shaping the current market for technical support services. Many companies, ranging from small to large, are now choosing to outsource their technical support services, which is not surprising.
There are many reasons to outsource technical support functions. First, the complexity of computer systems forces companies to cope. These companies may not have the skills and scale to support the devices and software they currently implement.
Second, outsourcing technical support opens the door to cost minimization. A company will find that it will be cheaper to outsource technical support functions than it is to hire internal employees to do so. In addition to reducing costs, the company can also avoid problems such as limited space and compliance with specific government regulations.
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