Trends in Technology
Helpdesk services are critical for achieving good customer satisfaction scores. A survey revealed that 84% of the customers are willing to pay more for better customer service, while 79% say they prefer this personalized support over personalized marketing. However, organizing them in-house can be challenging, but there are several benefits of outsourcing helpdesk services.
Your primary goal is to know what these services are, their relevance to your industry, and how you can optimize them. The more insightful your approach, the better your company and reputation benefits.
Benefits of Outsourcing your Helpdesk Services
Helpdesk services facilitate customers when they require troubleshooting or have trouble operating certain features. IT helpdesk services are the most common since each technical solution is different, and it takes specialized training to know the ins and outs of a system.
When outsourcing an IT helpdesk, you’ll need to partner with an IT expert who can understand the intricacies of your solution. Their teams have the necessary training to learn about your product or service and provide relevant support to your customers. Following are the primary benefits of outsourcing helpdesk services:
1. Efficient Response Timings
Third parties that offer outsourcing solutions have dedicated departments for handling such services. They typically have the hardware and only need some time to train people before commencing operations.
Third parties’ service scope is technically extensive and depends mainly on your budget. Therefore, they are in a position to hire even 50-100 customer support executives to ensure your customers get efficient responses. Such arrangements are especially beneficial if you have a large customer base and anticipate a few hundred calls daily.
2. Dedicated IT and Helpdesk Expertise
The best part about working with an IT expert is that they hire people with a technical background for your support needs. Such people have conceptual knowledge, allowing them to understand new IT solutions and technologies more efficiently.
Therefore, the training process will not take too long, and their support will reflect their expertise. Hiring people with no technical background often results in them providing surface-level support since they do not fully understand system intricacies. Or they will escalate simple issues too often, preventing the senior support staff from responding to more complex issues.
3. Performance Metrics and Measurement
Most businesses that offer outsourced helpdesk services have objective and defined performance metrics. They also use advanced software or applications to record performance data to ensure they assign accurate ratings to each customer support provider.
This strategy allows them to immediately highlight the top and bottom performers, providing training to the latter to help them meet performance objectives. Top performers receive rewards and the opportunity for career growth. The system effectively maintains agreed-upon performance metrics and customer satisfaction levels.
4. Cost and Time Optimization
As mentioned above, a third party offering outsourcing services for helpdesk support will already have the required infrastructure. They will also have the experience and SOPs to manage hiring, training, and operations efficiently and effectively. It is also their core area of business, so they aren’t moving away by investing time and money in it.
On the other hand, you will need to establish everything from scratch, making it a significant investment. You will also need to conduct hiring and training, which will take longer because you don’t have the knowledge, experience, or resources to make it more efficient.
In general, you will end up spending more time, money, and effort doing the same thing that an outsourcer can do better. Hiring a third party and allowing them to cover this work will be more economical.
5. 24/7 Customer Support
Most small and medium businesses with in-house customer support only provide services for a limited time. The reason is that they don’t have the budget or resources to hire people for 24/7 support. However, it is the opposite for an outsource service provider.
For example, Percento Technologies already has the resources, facilities, and systems available to facilitate 24/7 support. Some of our clients are already taking those services, so we need to keep our facilities open, even if we only have 50/100 people for night shifts.
Getting a service contract for additional support will mean more seats will be involved in revenue generation activities, increasing total earnings per unit cost. Hence, if you choose us, it is a win-win solution for us and you.
6. Flexibility and Adaptability
The best part about partnering with a third party is the flexibility and adaptability you’ll enjoy. Most professional businesses have been in the industry long enough to know that each organization has some unique requirements. Therefore, their business model is built to adjust to those requests and provide the best possible solutions.
Therefore, adapting to your needs takes less time and money. They already have hardware available, so adding more people for your customer support is a matter of hiring and training. They also have helpdesk software to increase efficiency, allowing them to monitor performance data automatically.
At best, you will need to purchase it and get the training for upper, middle, and lower management to know how it operates. It would be an unnecessary waste of time and money.
7. Focus on Core Business
Lastly, outsourcing your helpdesk services means you have shifted all related operations to an external team. You no longer have to worry about its real-time management, space optimization, training, and hardware purchases. You can focus on your core business and think of developmental strategies to expand the scope of operations.
You will also have a better work-life balance since you won’t need to devote several hours to understanding the operational dynamics of helpdesk support.
Outsourcing your helpdesk services will provide flexibility, cost and time-optimization, performance reports, and higher customer satisfaction. Therefore, it is worth the investment and will allow you to grow more rapidly.
Percento Technologies provides exceptional IT helpdesk services and will boost your customer satisfaction scores. Please contact our team to learn more about our services.