What You Need To Know Before Outsourcing Your Help Desk
Do you want to outsource your help desk, but aren’t sure how to go about it? Don’t want the headaches of dealing with an overseas call centre?
BPO
By
Simetrix Solutions
March 3, 2022
4:08 pm
5 min read
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Help desk services
Listen to this article
Make sure you understand what is involved with outsourcing your help desk
Be aware of the benefits and disadvantages of outsourcing your help desk
Do your homework and research to find the best outsourcing partner for you
Consider the cost involved with outsourcing your help desk
You must know what not to expect from your outsourced help desk
If you’re looking for a way to save time and money while increasing customer satisfaction, outsourcing your help desk might be the answer. But before you jump in and make this decision, there are a few things that you need to know.
In this post, we’re going to share 5 things that you need to know before outsourcing your help desk.
1. Make sure you understand what is involved with outsourcing your help desk
Help desk services
Outsourcing your help desk involves a lot more than just picking up the phone and having your calls answered. It is much more complex than that. The help desk that you are outsourcing to should be able to offer a full range of technical support services. This includes trouble shooting, software installation, hardware maintenance, mobile device support, application support and much more.
Outsourcing your help desk can be a time and money saver, but it’s not a good idea to jump in without knowing what you’re getting into. If you can, it’s a good idea to speak with a few different companies to get a sense of what they’ll be able to do for you and the level of service they’ll provide.
2. Be aware of the benefits and disadvantages of outsourcing your help desk
Benefits:
There are many benefits that you’ll get from outsourcing your help desk:
It will take a lot of the burden off of your internal IT staff. They’ll be able to focus on other important projects, while someone else will be able to handle some of the routine tasks.
You’ll get a much faster response time. This will particularly benefit you if you have an urgent need for IT support. If your office is open and running around the clock, but you’re having trouble with your networking system, you might need someone to help you right away. With an outsourced help desk, you’ll be able to get support right away, and hopefully resolve the issue right away, too.
You’ll save money over time.. There are a lot of IT help desk management companies that will be able to do a better job for less money.
You’ll have less hassle. If you have a complicated IT system, it will be a lot easier to get help with a 24/7 help desk support service. You won’t have to worry about whether or not your IT staff will be able to handle the situation, because they won’t have to.
You’ll get more advanced technology with an outsourced help desk. A lot of the time, an outsourced help desk will be using the most advanced software available, and you’ll be able to get access to the newest technology.
Disadvantages:
There are a few disadvantages of outsourcing your help desk:
You’ll have to spend some time looking for the right vendor. If you’re not careful, you might end up with a company that isn’t as capable as you’d like.
You won’t have control over the quality of service that your outsourced help desk provides.
3. Do your homework and research to find the best outsourcing partner for you
If you’ve decided to go ahead with outsourcing your help desk, then you need to do some homework, research and shopping around to make sure you find the right provider. Here are a few questions to ask your potential providers:
What kind of experience do they have providing help desk services?
How long has their company been in business?
What services do you provide?
What is the process for handling an issue?
Consider outsourcing to a provider that offers full-service support, including 24/7, 365 days a year support. They should be able to assist you with technical support, software and hardware installation, data backup and recovery, and much more.
4. Consider the cost involved with outsourcing your help desk
The cost of outsourcing your help desk will vary depending on the company and the level of service you are looking for. Just like anything else, you can expect to get what you pay for.
Outsourcing your help desk can be beneficial for your company if it’s done correctly. However, if you choose a company that is not capable of providing the type of service that you need, you’ll end up wasting time and money.
5. You must know what not to expect from your outsourced help desk
Expectations are a major key when it comes to outsourcing your help desk. One of the reasons why outsourcing a help desk service is becoming so popular is because of the amount of money that can be saved on operational costs. That being said, make sure you are clear on what you aren’t getting from the service, as well as what you are.
This will help you to define and prioritize what exactly it is that you need. If you don’t know what you need help with, then you are going to have a hard time using their services. Define what you need help with and make sure that company is able to do it.
We hope this helps you in making the best choice when it comes to outsourcing your help desk. If you have any questions about this topic, feel free to ask. We’re always here to help!
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