6 Reasons Why Should We Consider Outsource Help Desk?

Help desk outsourcing is growing in popularity. Why do I need to outsource my help desk? While help desk services are essential for businesses of all sizes, internal operation is not a central function of an organization. 

In other words,If employees are busy solving technical and customer-related problems, they can avoid working on more strategic and innovative projects to grow their business.

Also, while so many new and advanced technologies emerge every day that enable companies to innovate faster in a competitive world, companies often have limited IT to keep up with the latest and greatest. It only has resources. If your IT team is constantly involved in staying on top of common customer service issues, other talents and values ​​that can bring to your organization will be eliminated. For this reason, companies should consider outsourcing non-strategic functions, such as help desk support to external vendors of the outsourced service desk.

Why Outsource Helpdesk

In general, many companies lack the process maturity, tools, resources, and experience to operate their internal helpdesk efficiently. For example, you need the real-time voice or web chat capabilities that today's customers increasingly expect. Most internal help desk teams do not have access to a knowledge base that contains valuable information on past interactions, so employees have the information they need to quickly resolve issues and provide self-service support to their customers. . It was found to be provided to. Internal help desk platforms tend to lack automation of workflow, service catalogs, configuration and asset management databases, remote access support, forecasting for demand forecasts, and integration with other critical processes related to IT. Without these key features, poor management of service levels and no way to track and measure the responsibility and cost of service delivery within an organization. High quality help desk outsourcing companies can provide all of this at a fraction of the cost.

Key benefits of outsourcing helpdesk

1. Reduce Operating Costs

Rather than pay per full-time employee (FTE), as in most help desk operations today, the outsourcing pricing model provides "pay per ticket" and is underused and expensive to cut resources. When outsourced, there is no cost to train service personnel, acquire and implement software systems, office space, or the infrastructure to run everything.

2. Decrease the Volume

Outsourced technical support focuses on automation, self-service tools, predictive demand forecasting to reduce support ticket volume and identify user-related training requirements.

3. Improve Response Time

Subcontractors are responsible for meeting specific service levels, especially for ticket response and resolution. All tickets are tracked and measured, and if the SLA is not met, a remediation plan is implemented immediately. Subcontractors are responsible for providing SLAs to avoid fines and have incentives to satisfy their clients so that they can provide long-term services and referrals to potential new clients.

4. Take Advantage Of Existing Experience

Technical support outsourcing companies are involved in IT business. So invest and keep your help desk team up-to-date with the best training, service management techniques and processes, technical tools, and best practices. Also, dedicated help desk professionals often have a motivation to keep working because they have career incentive plans that motivate them to grow in the IT service industry.

5.Flexibility

If the demand for support is high or vice versa, companies do not have to worry about finding and training more people. Help desk subcontractors are designed to scale up or down to meet changing demands, but only pay the actual number of tickets processed.

6. Focus On The Core Business Mission

It is not uncommon for organizations to spend more time in non-core business activities when technical problems arise. When this happens, the business loses the strategic focus, leading to lost revenue and productivity, and ultimately does not satisfy customers. Companies must focus on the core and manage customer relationships using key and predictive metrics provided by help desk outsourcing partners.