In any way you look at it, help desk is a big help to a company. It generally takes calls, emails and even tickets filed online by customers with concerns and employees seeking technical assistance. Outsourcing your help desk can provide multiple advantages for your business but it can also gain a negative impact on your bottom line if not done properly.
In order to gain success from outsourcing your help desk, you should have a solid plan and the right service provider. If you are still wondering what‘s in it for you, here are five (5) major advantages you can reap from outsourcing your help desk.
#1: Operational and Financial Leverage
Financially, outsourcing costs less than housing a help desk team, especially if your business requires a large number of service desk agents working 24/7.
By outsourcing your help desk, you generally get:
- Recruitment assistance – No more need to go through all the tiring process of recruiting more heads because your service provider will be responsible for that. All that’s left for you to do is to hand pick the staff you want to hire from a list of qualified candidates.
- HR assistance – Employee benefits, payroll and taxes are handled by the service provider. There is no need for you to worry about them anymore.
- Opportunity to expand and expand more – You will no longer need to add more office space and equipments to house your newly hired help desk agents, and you will never have to worry about additional software licenses and basic office supplies.
- Access to latest technologies – Outsourcing companies are always up-to-date with the latest technologies and gadgets to run a smooth call center.
#2: Flexible Solutions Based on Your Needs
Since outsourcing companies today have become more competitive, some have created flexible and customized solutions to accommodate any type of businesses in need. So for companies with complex employment or project requirements for help desk agents, you are sure to find a service provider that will take on your challenge without having to spend a fortune.
#3: Free Supervisor or Manager
Before, you will need to hire a supervisor or manager to monitor your outsourced employees, but not anymore today. Most outsourcing companies already have a supervisor or manager assigned to monitor your help desk agents, whether you hire just one staff or a team.
You will be having an additional pair of eyes and ears to monitor the performances and punctuality of your leased employees. Plus, some work issues can be resolved by the supervisor or manager before it even arrives at your doorstep.
#4: Continuous Upgrade
There will be times that your outsourced help desk agents will need trainings in order to learn new software and online applications. With an outsourcing company, your leased employees will always be updated; all you have to do is give your permission so they can attend the free trainings and seminars.
#5: Technical and Industry Expertise
When you look for an outsourcing company, it is best if you choose the service provider that specializes in your industry because they are the experts when it comes to handling various call issues, hardware and software upgrades, and they are always up-to-date with the latest technologies that can enhance your help desk. They provide an edge over other outsourcing companies that are not in your industry, a great benefit for you!
Over-all, help desk can either be outsourced or not depending on the needs of your business. If you do decide to partner with an outsourcing company to help you, you better be prepared because no successful business has made it to the top without taking risks and sacrifices. There will always be a con whenever there is a pro, the key is to overcome the con with strategic and intelligent planning.