Help desk outsourcing may perhaps sound like an unusual concept. Then again, by subcontracting some of the phone calls made to your company’s help desk, you can considerably drive down IT expenditure. In point of fact, research has revealed that roughly one out of three calls received by the help desk are related to forgotten or lost passwords.
For such instances, companies are required to pay for employee downtime as they attempt to access the system. On top of that, more important issues may need to be put off as the technicians struggle to make system access available to clients.
The basic elements of this type of service are the following: request management, incident management, resolver group monitoring, reports and analytics, and global sourcing.
The Highlights of Help Desk Outsourcing
In help desk outsourcing, productivity is undoubtedly protected. Your employees, as well as your company as a whole, also become more efficient at providing quality services. Aside from that, you can also rest assured that your end-users will get the support they need whenever, wherever.
By integrating all of the desktop services in your company, you’ll have greater chances of obtaining a higher rate of first-call problem resolution. On top of that, you’ll be able to proactively deal with the majority of issues before they can create negative effects on your business.
Another feature of help desk outsourcing is the client’s freedom of choice. Your end-users may get in touch with helpful and competent help desk representatives via a toll-free phone number or through the Internet.
Some Helpful Tips
More often than not, help desk service providers offer a variety of related services that your company might find useful. Try to assess the needs of your business prior to getting in touch with a vendor. In most cases, various outsourcing companies give out excellent deals if you decide to let them carry out a number of IT services.
Make an effort to estimate the volume of phone calls you’re expected to receive. This way, your technical support team will be large enough to handle the tide of incoming calls within a certain period of time.
If your company is using in-house software, don’t forget to discuss the issue of compatibility. Be sure to check whether or not it’s compatible with the help desk system so that you can effortlessly exchange information.
Some outsourcing companies focus on particular areas of specializations while others deal with an assortment of services. Your best bet is to choose a provider that knows the ins-and-outs of your business.
How To Choose A Vendor?
Allocate a portion of your time to visit the site so as to catch sight of the technical support team at work. You may observe actual phone calls or speak with supervisors just so you can more or less get a picture of how the help desk service provider operates. You may also ask your technical support provider for references and simply verify the details later on.
Look for outsourcing companies with previous experiences in your industry. They could certainly provide valuable insights that are based on past encounters with related problems.
Finally, ask the service provider with regards to the amount and type of preparation they’re willing to undergo to educate themselves about your products/services. If they intend to provide support, they’ll definitely be required to have a wider range of knowledge about your business/goods/services.