Help desk outsourcing has become more popular. Why? Should you Outsource your Help Desk? While help desk services are essential for businesses of all sizes, operating one in-house is essentially a non-core function of your organization. In other words, if your employees are too busy resolving customer's technical and related issues, they are kept from working on more strategic and innovative projects to grow your business.
In addition, so many new and advanced technologies are emerging every day to enable businesses to innovate faster in a hyper-competitive world, however, companies typically have limited IT resources to keep up with the latest and greatest. When your IT team is constantly scrambling just to stay on top of often mundane customer service issues, other talents and value they could bring to your organization are swept under the rug. For this reason, you should consider outsourcing non strategic functions like help desk support to a third-party service provider.
Typically, many companies lack the process maturity, tools, resources and expertise to operate an in-house help desk efficiently. For example they need real-time voice or web chatting capabilities, which today's customers increasingly expect. We have found that most in-house help desk teams also lack access to a knowledge base that contains valuable information about previous interactions, giving employees the information they need to resolve problems quickly, or to provide self-service support for customers. In-house help desk platforms also tend to lack workflow automation capabilities, service catalogs, asset and configuration management databases, remote access support, predictive capabilities for demand forecasting and integration with other critical IT related processes. Without these key features, service levels are typically poorly managed, and there is no way to track and measure accountability and cost to deliver services within the organization. A quality outsourcer can provide all of this, and at a fraction of the cost.
Key benefits of outsourcing your help desk
1. Reduce operating costs
Instead of paying per full-time employees (FTEs) as most help desk operations run today, outsourcing pricing models offer a "pay per ticket", eliminating under-utilized and costly human resources. When outsourced, there is no cost for training service representatives, procuring and implementing software systems, office space or equipment and infrastructure to run everything on.
2. Reduce volumes
A good outsourcer focuses on reducing support ticket volumes with automation, self-service tools and predictive demand forecasting, as well as identifying relevant training requirements for users.
3. Improve response times
The outsourcer is accountable for meeting specific service levels for ticket response and resolution among others. Every ticket is tracked and measured, and when SLAs are not met, remediation plans are immediately put into place. The outsourcer is responsible to deliver on SLAs to avoid penalties and incented to keep customers satisfied so that they can provide long term services and referrals for potential new clients.
4. Leverage existing expertise
Outsourced Help Desk providers are in the business of TI, therefore they invest in their teams with the best training, service management processes and techniques, technical tools and best practices. In addition, dedicated help desk professionals are typically more motivated to stay on the job since the outsourcers they work for have career incentive plans that motivate them to advance in the IT services industry.
In cases where there is a higher demand for support or vice versa, your business does not need to worry about finding and training more people. The help desk outsourcer is designed to scale up or down to meet changing demands, while your business only pays for the amount of tickets actually processed.
6. Focus on the core business mission
It is not uncommon to see organizations spending too much time on non-core business activities when technical issues arise. When this happens, the business loses its strategic focus, causing revenue and productivity loss - and ultimately unsatisfied customers. The business should focus on the core, and manage customer relationships using key metrics and predictive indicators provided by the help desk outsourcing partner.
In the end, in today's cloudy and mobile world, organizations must innovate faster and become more agile. To achieve this, organizations must focus on what they do best and bring the most value to the organization. Outsourcing help desk services or other non-core functions typically brings significant cost savings and frees up resources to focus on what matters most to your business. What are you waiting for?