Quality of product/service offered by a firm is often judged by its help desk support. Therefore, it is imperative for every firm to offer finest help desk support to satisfy existing customers and attract new ones.
Help desk can be described as a process that aims to provide support and information associated with services/products of an organization. In terms of IT domain, help desk is a process for IT users which help in resolving hardware or software related queries.
Companies often choose to outsource help desk process as it multiplies the benefits associated with help desk support.
Let’s go through different benefits linked to outsourcing of help desk support services.
1. Customers feel more satisfied
Normally, contact information on webpages of a firm or brochures allows the customers to call the company whenever they have queries. This ensures that customers remain satisfied with this point of contact with the company. Also, the quality of communication offered by the agents of outsourced firm gives delightful experience to customers. The happy customers ultimately will prefer to stay with the company for longer period. This will result in exponential increase in the profits.
2. Access to better management
An outsourced firm installs sophisticated technology like CRM software, CISCO IP phones and other hardware and software to ensure smooth running of the processes. Also, the companies have quality assurance team and specialized trainers along with workforce management software to manage the agents effectively. All these features of an outsourcing vendor ensure that management of help desk process is done efficiently.
3. Call centers hire technically proficient agents
Countries like India have huge number of individuals which have educational background related to technical knowledge. These individuals make a huge part of workforce in call center outsourcing firms. All these employees with aptitude for technical knowledge are able to learn technical details associated with product/service efficiently and quickly. As a result, end users receive technical assistance through expert agents that are able to resolve issues easily.
4. Cost-effectiveness
As discussed above, help desk support needs implementation of advanced software and hardware for smooth running of the process. It can result in heavy spending if process is in-house. But if the process is outsourced, the company has to pay only fraction of prices. All these saved money can be used for improving the core areas of the project.
5. Company can fully concentrate on vital areas
Usually, processes like help desk divert the attention of company from core areas like manufacturing and management etc. Due to this, the firm suffers in long run. But if the process is contracted out to some third party, the company can fully dedicate itself for the betterment of these major processes.
6. Round the clock availability
Usually, the businesses operate for eight hours (or nine hours) per day on regular basis. But issues by customers or end users can arise at any time of day (even at odd hours). In these scenarios, the companies will not be able to resolve the issues if the help desk support process is in-house. On the other hand, vendors offering help desk support solutions usually operate round the clock throughout the year which guarantees that technical issues can be resolved anytime.
7. Ability to handle changes in query volume
The number of queries associated with help desk support fluctuates on regular basis. It is not feasible to handle this process in-house if there is large variation in number of queries during different times of the year. In this scenario too, taking support of call center firm can help in managing in unpredictable queries related to technical issues.
8. Companies still have control over the process
It is a common myth among companies that they will lose control over process if it is outsourced. But reality is totally different! Trusted outsourcing vendors allow companies to participate in training of agents. Also, these help desk support vendors provide a detailed report on performance of agents on regular basis. Some vendors even have advanced software that can be directly accessed by the companies to check the performance of help desk agents. Companies are also to get the process modified if their requirements change in the future.
The benefits of the help desk outsourcing are countless. Therefore, making an investment in help desk support will not help you satisfy your customers but it will also help you in saving a lot of money.