The Pros and Cons of Help Desk Outsourcing
Help desk outsourcing for customer service or technical support
is an option for many companies, including those on the Internet,
who have limited staff or want to provide service and support
twenty-four hours a day.
Small businesses or home-based businesses that have a
number of employees or no employee has special
challenges in meeting the needs of your customers and
Expectations.
Complications are compounded when the nature of the business
is one where customers expect immediate service and sometimes
even round the clock service, including weekends and holidays.
A small business operator can literally drive erratically
trying to meet the demand with limited resources. For business
Like these, help desk outsourcing can save your life.
Large companies can also benefit from outsourcing the help desk to the
outsourcing of sales, service and technical support.
Outsourcing these functions to call centers is a growing trend
among large companies.
The main advantage for them is a significant reduction in overhead costs.
expenses as they pay the outsourced company a contract
amount and we are not responsible for personnel expenses such as
payroll taxes, workers’ compensation insurance and employees
benefits for call center employees who provide their
sales, service and support functions.
Businesses also save on the cost of equipment, software, and
Ongoing maintenance expenses associated with help desk services.
As the call center industry grows, competition increases
which is good for both large and small businesses because
Competition reduces costs to the consumer of
standardized services offered through call centers.
Advanced technologies have also improved the quality of service
that can be done through outsourcing the help desk.
As with any pop-up service option that has great benefits
For small and large companies, there are some disadvantages to
outsourcing of sales, service and support activities.
For example, when a company contracts its service functions,
the service provided is out of your hands; they trust
the service provider with its sales, service and support
functions that directly impact the level of
satisfaction and, relatively, the reputation of the company.
As a result, the quality of service may decrease the
outsource more of a load than a benefit.
When hiring outsourced services, executives must
sure that there are clauses in the contract that allow them
terminating the contract is the service provided to your
customers is lacking.
Policies and procedures should also be considered
on the training of the help desk staff.
The company that outsources its service functions must
make sure the outsourcing representatives
The service provider is properly trained to fulfill
expectations and that the training given to
The representatives are effectively transferred to the help desk staff.
which is actually providing the sales, service and
customer support.
Before making the critical decision on whether or not you should
outsource help desk activities, an initial help desk analysis
support processes, expected service levels, customer expectations
and the costs of outsourcing must be borne.
Training systems should be developed to ensure that your
expectations of the company regarding the quality of the service, the policies and
procedures are clearly passed on to the external provider.
Continuous monitoring of customer satisfaction is also necessary, so
which can determine whether the third-party provider
you have selected is to meet the needs of your customers in accordance with
their expectations and their quality standards in service.
With proper attention to these variables, it is likely that
to find that help desk outsourcing is a viable option for your
deal. Truly, the decision to outsource may be the best
or the worst decision you’ve ever made.