Why Outsourcing Your Help Desk Services Will Actually Save You Money
Your help desk is a vital key to continued customer satisfaction.
For most small businesses, help desk services will make or break their relationship with a technology provider.
There is good reason for this – by the time employees contact your help desk, they are already frustrated, and productivity is grinding to a halt if it hasn’t stopped completely.
If your support personnel force customers to jump through hoops in order to restore business processes, you can expect criticism to come your way.
In severe cases, you may even lose a customer.
On the other hand, if your support team is legitimately helpful and generates value for your customers, you can enjoy retention rates far beyond your initial expectations.
The best way to do this is by outsourcing your help desk services to a reputable company that you trust.
This lets you transform IT support from an inconsistent cost to a reliable asset whose costs scale with your growth.
Outsourcing Your Help Desk Services Ensures Consistent Results
The choice to outsource help desk services is not an easy one to make.
You know your IT team and you trust their knowledge of your products and services – it’s hard to say the same of a third party you have never worked with before.
However, a reputable help desk provider knows its own capabilities and its limits, and will offer you consistent results throughout the length of your contract. You will know that you and your customers are covered for the products and services you offer, with in-depth technical support available at your convenience.
When you outsource customer support services, you get more than technical experts who can work with your customers to resolve printer and multi-function device issues.
You get seasoned call operators who know how to resolve conflicts and address customer pain points. This is an incredibly important interpersonal skill that most in-house IT support representatives don’t have because it’s very difficult to train.
For most people, successfully calming down an angry, frustrated customer is something you learn through experience.
The help desk operators who do this best are often those who have worked the longest, simply because there is no one-size-fits-all solution to these types of situations. Professional help desk services have a far better chance of helping you reach these call objectives.
Response Time Improves, Employee Downtime Decreases
Another important benefit to outsourcing your help desk services is enjoying better response time when customer support technicians need to use remote access to resolve an issue. The reason is because these services are scalable, and IT issues tend not to be isolated incidents – more often, they come in waves.
In-house help desks often take hours to respond to calls during peak hours, and then have long periods of idle time when business processes are moving along efficiently. Unproductive employees cost money, and slow response time does too.
A modern help desk will have automated systems implemented for the most common tasks, like password resets. This will help you get more out of your existing IT staff while being able to flexibly leverage your help desk provider’s customer support to reach overall ticket objectives more consistently.
With your IT employees’ time now freed from customer service, you can assign them to more strategic tasks that only they are qualified to perform. This may include streamlining databases, improving inter-office connectivity, or producing new value-creating solutions for your core business processes.
Weigh the Options: Fixed Costs vs. New Hires
It is a well-known fact that tech companies and tech departments in small businesses have some of the highest employee turnover rates in the job market.
Although you trust your IT team and you are happy with their work so far, any long-term strategy you choose has to account for the possibility of losing talent.
In particular, you are most at-risk for losing top-performing talent, especially when their work settles into a routine.
By outsourcing your help desk services to a third-party contractor, you can help address turnover by giving top talent more strategic responsibilities while ensuring that the consistency of the support your company offers remains the same regardless of shifts in personnel.
Thinking of upgrading your company’s help desk services? Talk to a Depot International expert about our TechLink service and find out just how much you can save per month with us!