Helpdesk Outsourcing

4 Important Points To Consider Regarding Helpdesk Outsourcing

Outsourcing your helpdesk gives you a lot of benefits as a company. Besides reduced fixed costs, it also brings you the flexibility you want in terms of capacity (considering that the volume of work is largely seasonal). Looking for an outsourced helpdesk provider isn’t a walk in the park.

Besides the almost overwhelming number of providers out there that offer competitive rates, there exists some shady other “solution providers” that neither have the experience nor the knowledge to run a good helpdesk. So what do you need to consider when looking for a helpdesk outsourcing solution? We’ve listed 4 key points.

Overall Cost

Considering that you can save at least 60% in terms of operational cost for an outsourced individual team member and the mere fact that it’s still a duly recognized solution to staff problems for IT-based businesses, it’s undeniable that outsourcing is a reasonable option.

The first consideration you have to make is to know the expected cost for when you finally decide to outsource your helpdesk. The adage “You get what you pay for” helps in this specific context because you don’t want to hire a team that’s too cheap because that might entail a drastic fall in quality and productivity. You don’t want to hire a fairly expensive helpdesk team neither because a crucial point of outsourcing is to reduce cost.

So how do you find one that’s worth spending for? By making a list of these companies, getting in touch with them and knowing what you’re getting when you start paying them. After doing this, take note of the next three considerations.

Online Reputation and Culture

With a saturated market of competitive providers and the noise of social media, it might be difficult to separate the worthy ones from the ones that would just waste your time. Challenging as it might seem, this is something that must be done in order to have an efficient outsourced helpdesk team working for your company.

Other than that, you should also be aware of the culture of the company. Are they upbeat and eager? Or are they more authoritative and like to negotiate in their own terms? It’s crucial to have their company culture be compatible with yours to develop a good working relationship.

How is this done? By looking at online reviews from reliable websites. One example of a reliable website for looking at company reviews would be Glassdoor – they’ve got reviews from company employees which, more or less, gives you a sneak peek as to what these companies are like.

Management and Collaboration Expertise

Considering company culture and overall reputation, it’s time to move on to more production-related subjects. Knowing how these companies communicate with you can spell the difference between an outsourcing success and failure which is why it’s essential to know how they rank in those terms.

Are they good communicators of issues and problems? Do they explain solutions in a manner that’s comprehensive and understandable? What’s their time zone? What level of control are they willing to give to you as a client? These are things you have to consider in the context of management and collaboration.

Usually, having a meeting with their leaders and managers can give you a read on what they’re like in terms of management and collaboration. Observe patterns in communication and mannerisms when exchanging emails as well and verify if you can work with these companies.

Tools and Systems Used

Lastly (but certainly not least), you have to consider the kinds of tools and systems they use when working with you. For helpdesks, you usually choose what tools and systems are to be used but you have to keep in mind their level of expertise and proficiency with it.

Would it take a long time for them to learn something? Do you have to do training firsthand and have to pay for them to travel to where you are? These are the questions you have to ask in this particular context so you’re sure that you’re getting the most out of what you’re paying for.

If chosen poorly, a helpdesk outsourcing provider might spell disaster for your business in terms of cost and managing your IT needs. So take heed of these 4 crucial points and you won’t have too much of an issue in finding suitable candidates.

What’s your helpdesk outsourcing story? Did you have trouble finding a solution for you? Post your opinions in the comments section to let us know what you think. You can also follow our Flexisource IT LinkedIn Page for more information about our Outsourcing and Staff Augmentation solutions.

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