Transform Your Business by Outsourcing Your Help Desk Services — 5 Reasons Why You Should
As businesses begin to adopt more advanced technologies into their everyday practice, the increased efficiencies come with major drawbacks if IT support is lacking. Productivity and business as a whole can grind to a screeching halt if an onsite IT department cannot handle vital technological and network challenges that arise. Is it time to start thinking about outsourcing your help desk services?
#1. No Service Interruptions
Unlike your internal employees, members of an outsourced help desk team don’t take sick days, vacations or national holidays. Instead of managing an employee you receive a continuous service including anything from having your help desk calls answered professionally to supporting your end users on demand.
This streamlining of your help desk leads to infinite scale while your company focus shifts from HR and ticket metrics to product development, marketing and sales. In addition, outsourcing your help desk can allow your company to support any end user anywhere in the world without staffing concerns, effectively widening your market pool and leading to further growth.
#2. Cost Savings
While the cost of staffing continues to rise in the IT sector, customers are refusing to pay more for managed services resulting in lower margins for your MSP. Meanwhile, offshore outsourced providers have the economies of scale to offer help desk personnel at a fraction of local salaries allowing them to maintain and grow profitability.
This is the new normal and savvy MSP owners can see the writing on the wall. Outsourcing the less strategic support roles in your MSP keeps unnecessary costs under control and gives you an immediate competitive advantage.
#3. Customer Care Matters
Outsourcing may have gotten itself a bad name in the 90s but your customer attitudes toward outsourcing has shifted considerably. In fact, customers of MSPs and IT Service Providers tend to be less interested in where your technicians are and far more interested today in how quickly and effectively their IT problems are solved.
A quality outsourced help desk provider focuses on first time fix and customer satisfaction calls ensuring both the quality of work and the quantity of tickets closed meets and exceeds clients’ expectations.
#4. Business Strategy Also Matters
Newsflash — running a help desk can be a very large distraction and quite time consuming! Does being pulled away from strategic efforts to make sure tickets are getting managed properly ring a bell? Or maybe having to make sure your help desk staff is performing optimally sounds familiar?
An outsourced help desk handles all front line support, answering calls, following up tickets and solving IT problems while you focus on growing new revenue streams.
#5. Sales Growth
Now that you’re able to shift your attention away from managing your help desk staff, your focus can go back to marketing and sales — the opportunities for growth are now endless.
Find out how an efficient help desk strategy can impact the bottom line. Download our e-book to see where you land — The 411: Help Desk Problems. If you want to discuss your situation, we’d love to connect!