Outsourcing help desk support services is a great way for an organization to streamline its processes and become more efficient and productive. However, one thing that holds many organizations back from outsourcing is the perception surrounding cost. An outsourced help desk support team can actually help an organization save considerably. Here are 4 ways an outsourced help desk support team can lower your costs.
1. Better Cost Management
An outsourced help desk support team brings a more consistent budget compared to the volatility of expenses incurred from an internal team. With an internal team you have the responsibility of real estate, equipment, hiring, and training. On top of that you have the management of staff, vacations, callouts and turnover. All these tasks cost money and time. These factors can impact the IT department’s ability to meet service levels and keep the company’s operations up and running. An outsourced team, on the other hand, not only relieves you of the time-consuming effort to hire, train, and manage staff, including turnovers, but outsourcing gives you a more consistent and controlled monthly expense.
2. Enhanced Efficiencies
Every business desires to operate like a well-oiled machine. In other words, they want to hum along smoothly and effortlessly with every component doing its part. If you have to continually deal with slow-moving parts, breakdowns, or areas that start and stop, then you will not get all the work done that you need to get done, which can and will impact your bottom line. Not only does an outsourced help support desk team relieve issues at the front-end, but it also serves as a standards bearer on the back-end. A good help desk support team will force the rest of IT to adhere to standard processes because the help desk will need to know what to do with every ticket it creates, whether it resolves the issue or has to escalate it to another support group. These standards will allow those users seeking support to have some consistency on what to expect when they seek support and the support teams will have consistency on how they interact with the help desk and respond to those users seeking further support.
3. Increased Productivity
If your employees are able to do their work without issues or problems, then productivity increases. By implementing many of the predictable, repeatable processes required by an outsourced help desk support team, employees get back to work faster and support teams know what to expect when they receive tickets from the help desk, allowing them to do their job faster and with greater ease. Instead of spending hours sorting through information to see which tickets are the most important, an outsourced help desk support team will prioritize them. This will allow your team to focus on the more important tasks critical to the business. An outsourced help desk support team can predict, prevent and quickly respond to serious issues that lead to catastrophic failures and extended downtime. This will allow you to streamline processes and make the team more efficient and productive, which can result in significant financial savings for the organization.
4. Improved Customer Satisfaction
With the appropriate support of an outsourced help desk support team, a business can greatly improve overall customer satisfaction, not just for the help desk, but for the entire organization. With the proper help desk outsourcing partner, you will be able to gain the trust of the client community and increase adoption and utilization of your support services, which can lead to more business, less employee turnover, and more money for the organization. By outsourcing your help desk to a professional team, you’ll also be able to take advantage of improved customer tracking and management, thus allowing you to ensure better satisfaction across the board. The outsourced team will take on the responsibility of recruiting the expertise needed to provide excellent customer support with minimal resources and costs from the internal team.
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