Is Outsourcing Help Desks a Better Option

Organizing and managing an in-house help desk facility can prove to be a cumbersome job for some
companies, particularly for those who do not have the necessary resources or expertise in this field. For many
companies, the best option is to outsource their help desk services.
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Cost reduction: - The primary driver for outsourcing is cost. Companies can gain significant economies of
scale through outsourcing their service desk to third party vendors. Along with cost benefits, companies
take advantage of process improvements and access to broader application and infrastructure skills.
The following are a few benefits that help desk
outsourcing can bring to an organization.

Enhanced support: - Reputable help desk providers also standardizes the process by following guidelines
such as ITIL and Six Sigma. This ensures that high-quality service is delivered consistently across all
They can deliver services across multiple channels such as voice, text, web, and chat etc..

 Enhanced scalability and flexibility: - The ideal service provider can scale the process-capacity according to
the seasonal changes and call volume fluctuations. Additionally, they can deliver services across the world
any time and in multiple languages. They can also amplify a business’s market reach.

 Different businesses have their own unique needs. Therefore, it is important to prepare a detailed roadmap
before going for reliable help desk outsourcing. The following are some key considerations for companies to
deliberate over.

 Find the right partner- Companies need to find the right outsourcing vendor before finalizing an
outsourcing deal. A detailed documentation is a must detailing how the calls will be handled and what
processes will be there for logging and elevating calls etc. and few other process descriptions.

 Level-three expertise- Most service providers can provide a level 1 and level 2 help desk support but an
ideal partner can deliver level-three expertise so as to handle more complex issues of the customers. This is
important attribute to look for before outsourcing.

Optimization- Help desk outsourcing is not a one-size-fits-all affair. Help desk processes can range from
simple call center functions to robust IT response systems. In addition, some of these service providers can
deliver round the clock services while others only work for a certain time in a day. A business needs to
sure what sort of services it requires and craft a service agreement accordingly that best suits the process.
Claims processing-

Metrics- Before outsourcing to any particular outsourcing firm businesses also needs to have a good idea
about the process performance level of the firm. One way to grasp the capacity of any help desk
center is to look at their metrics. A few important call center metrics to look for are new tickets, ticket
by support channel, satisfaction rating, resolution time, and backlog etc.
Order taking services-

 Furthermore, it is always better to inquire about the tech schedule in terms of hours per shifts, nights and
weekends. One should also know the outsourcer’s maximum phone line capacity and how the center is
prepared to handle call volume surges.

 The choice of the proper and apt help desk model is in the hands of the decision makers, be it in-house,
outsourced or some unique combination thereof. It also depends a great deal upon the business plan,
resources available and the requirements.
Conclusion:

 For those enterprises for whom an in-house facility is not a sustainable option, outsourcing the help desk
process can provide compelling competitive advantages, including cost savings and advanced series
processes and technologies. Outsourcing also releases the business from additional burdens and allows them
the freedom to focus on their core competencies and concentrate their efforts on more strategic internal
tasks.

Is Outsourcing Help Desks a Better Option

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