As organizations try to find more efficient ways to reduce their IT department budgets, the good news is that there are many strategies to help reduce your costs without negatively affecting your department or the overall organization. The strategies you choose will vary depending on your situation and your goals, both short and long-term, but the following are 5 ways to help reduce your IT costs while improving output and overall value to the organization.
1. Shift Left
Employee wages are a big part of IT budgets. As such, you want to get the most efficient use of your IT staff’s skillset. It doesn’t make sense to have a Cisco engineer answering calls regarding basic PC problems or resetting passwords. By shifting (“shift left”) more resolutions from your Tier 2 or Tier 3 groups to the help desk, your cost per resolution goes down and you free up more time for your higher paid resources. In some cases, you can also reduce staffing. Shift left requires each of your resolver groups to identify frequently asked questions that can easily be documented in a Knowledge Base (KB) handled and resolved by the help desk. If you don’t have the help desk staff, tools, or expertise to pull this off, help desk outsourcing may be the way to go.
Key Performance Indicators (KPIs) are the most important measurable outcomes that not only keep your help desk outsourcing team on track to achieve its goals, but can also indicate the success and failure of your overall help desk.
How will you measure the performance of your help desk in 2020? In the world of help desk support, the number of KPIs can be endless and it is quite difficult to know exactly what you should be measuring. So we've put together 5 key performance indicators you should be using to measure your help desk performance in 2020.
1. Customer Satisfaction
Customer satisfaction is the reason for maintaining a help desk support team, making this is the ultimate KPI. Measuring customer satisfaction is not always easy, so one of the most direct means of measurement is to send out a survey for your customers to rate and review your help desk support services, then compare the number of completed feedback forms with what you actually sent out. It's best practice to include different questions in the forms that you will need your customers to fill.
Topics: help desk support
This is part two of our 2-part series on the 10 key criteria to consider when selecting the right help desk outsourcing partner. If you missed part one, you can click here to read the full blog.
Selecting the right partner can be the difference between the success or failure of your organization, but do you know what your organization should look for in a help desk outsourcing partner? Here are the remaining 5 important keys to consider when selecting your next help desk outsourcing partner.
6. Provide White-Label Service
Your help desk partner should provide service to your internal and external customers under your company name to ensure a seamless and branded experience for your customers.
Many enterprises outsource certain aspects of their businesses in order to save time, money, and improve processes, but do you know what your organization should look for in a help desk outsourcing partner? Selecting the right partner can be the difference between the success or failure of your organization, so it's important to consider these 5 keys when selecting your next help desk outsourcing partner.
1. Leverage a US Team 24 x 7 x 365
Your help desk partner should employ a U.S. team that is available 24 hours a day, 7 days a week, 365 days a year to maintain customer service levels and provide the best experience to your customers. Remember, your employees/customers are already frustrated when they call the help desk. They don’t need to navigate through cultural and language barriers just to get help.
As enterprise organizations grow in scale and size, so do requests for their internal help desk teams. Keeping your help desk running at maximum efficiency is critical to the success of your organization and achieving both internal and external customer satisfaction. So how do you achieve this?
We invite you to watch the video below and learn about 4 ways to optimize your enterprise help desk:
Help desk outsourcing has become a popular solution among enterprise organizations because of the benefits it can deliver. Smaller budgets, limited resources, increased competition, better customer experience and improved customer satisfaction are all factors forcing organizational leaders to look at outsourcing. Here are four reasons why help desk outsourcing is ideal for your enterprise organization.
1. Help desk outsourcing ensures predictable costs
With an outsourced help desk team, everything is very consistent and transparent, which makes budgeting a lot easier. Outsourcing will eliminate the need for real estate, equipment, hiring, training and management of your own help desk staff. In this way, you can measure business efficiency and success against what you are putting out. Being able to predict costs means your growth strategies can be supported without worrying about surprises that come about as a result of being inefficient.
Topics: help desk support
As organizations find ways to "tighten up" their department budgets, the good news is that there are many strategies to help reduce costs without harming the department or the overall organization. The strategies you choose will vary depending on your situation and your short and long-term goals.
We invite you to watch the 1-minute video below and learn about 3 ways to reduce IT costs at your organization:
This is part two of our 2-part series on the 10 advantages of hiring an outsourced help desk partner. If you missed part one, you can click here to read the full blog.
There are many ways an outsourced help desk partner can make an organization more efficient and more productive, so it's no wonder why outsourcing help desk operations is becoming more and more popular among IT departments. Here are 5 more advantages of hiring an outsourced help desk partner:
1. 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.
Topics: help desk support
This is part one of our 2-part series on the 10 advantages of hiring an outsourced help desk partner. We will be covering the first 5 advantages in this blog and be sure to subscribe, if you aren't already, so that you receive part 2 in the coming weeks.
One of the most important goals of an IT department is to help the organization create meaningful business value through better customer support, and one of the best ways the IT department can achieve this is through outsourcing its help desk operations. Not only does an outsourced help desk partner help streamline processes and communication, they also keep the department more organized with detailed records of all submitted issues. There are many ways an outsourced help desk partner can make an organization more efficient and more productive, so it's no wonder why outsourcing help desk operations is becoming more and more popular among IT departments. Here are 5 advantages of hiring an outsourced help desk partner:
1. Extended Coverage
An outsourced help desk partner can offer support 24 hours a day, 7 days a week, which gives you the peace of mind that there is always somebody available to help your customers. If you only have an internal team, it will be harder for you to leverage that team to handle requests "after hours" or during weekends and holidays. This can have negative implications for your team, both internally and externally, if customers are looking for support and they aren't receiving it in a timely manner.
Topics: help desk support
There is significant value in hiring an outside team of help desk experts when you're looking to save time, reduce costs and improve processes. However, to truly see the value of an outsourced help desk support team, you will need to first determine your actual needs.
Watch the 2-minute video below and learn about the 4 questions you should be asking when determining your help desk outsourcing needs: