Help desk outsourcing can help organizations overcome the challenges of talent shortages, skills gaps, and high costs with a high-performance service desk that delivers proactive support, speedy resolution, and modernized, high-quality service. Yet without the right strategy and structure, help desk outsourcing can struggle to deliver the right results.
Download our “Step-by-Step Guide to Successfully Outsourcing Your Help Desk” to learn everything you need to know to maximize the value of an outsourced service desk. Its 10-step roadmap includes:
- What to look for in your outsourcing partner
- Determining levels of support and escalations beyond Level 1, and whether a tiered or swarming model is ideal for your business requirements
- Automation capabilities that help you build a more proactive service desk
- Choosing the model that’s right for you – dedicated or shared resources?
- Defining the best location strategy based on your business footprint – nearshore, onshore, or offshore?
- Establishing a robust process documentation and transition plan
- Learning to trust the process
