Often, companies don’t have sufficient on-site support for the services or products they provide. There has been an increasing trend towards outsourcing help to different companies who specialize in providing support services for companies that don’t have their own. While there are a number of positives to doing so, there are also some negatives, so it’s a good idea to review them below.
Pros: Where Outsourcing Help Desk Solutions Is a Great Idea
There are a number of good reasons to outsource help desk support. Many are covered in more depth in this article.
- Cost. Outsourced help desk solutions are usually considerably cheaper than maintaining in-house.
- Expertise. Often outsourced solutions specialize in certain technical fields, meaning there is less concern over training and other issues.
- Better Response Time. Outsourced solutions are usually trained and equipped to handle response time issues, meaning that if current support is lagging, an outsourced solution could help substantially.
- Availability. Outsourcing technical support can mean that a company can have multiple support schedules increasing support past typical office hours, including 24-hour availability.
Having a partner provider that offers “clients the ability to remotely access (a) support team if they are experiencing any IT issues” gives peace of mind to business owners who want to focus on their own operations rather than technical problems. (Source: http://www.teamhuber.com/solutions/managed-services/support-help-desk/). A key add-on that many 3rd party help desks will provide is “vendor management”, a service through which they will have authorization to work directly with a company’s hosting provider, ISP provider, or other vendors to troubleshoot and fix all IT-related issues.
Cons: Where Outsourcing Might Be Handled With Care
While there are a number of good reasons to outsource the help desk, there are some reasons to deal with caution. This article deals with both positives and negatives, but here are some basic reasons.
- Availability. Having an outsourced solution may reduce the ability to deal with potential problems in real time.
- Specialization. While an outsourcing company may have general expertise, some training may be required for a company specific solution.
- Anonymity. Often help desk solutions deal with multiple clients and may not be fully trained on optimal solutions.
In the end, outsourcing help desk support can be a very smart business decision. While there are potential drawbacks, most can be resolved by doing some homework in advance about which company to work with, as well as establishing clear objectives. Many companies successfully outsource their support today because they set their goals in advance. Doing the same could save money and lead to happier customers.