7 Benefits of Outsourcing Your Help Desk
Outsourcing your help desk is an option that any company wanting to provide reliable, high-quality customer support while avoiding costly and embarrassing downtime needs to consider. Gartner estimates that worldwide spending on IT outsourcing services will grow 2.4 percent in 2023.
Value of Your Help Desk
What value do you place on your help desk? Does your company’s help desk only cater to customers’ support needs?
An organization’s help desk value consists both in responding to user issues and in communicating daily with customers and/or employees, according to research conducted by Iain Middleton of Robert Gordon University (Aberdeen, Scotland, U.K.).
Following are seven benefits to outsourcing your help desk in 2023.
1. Save Costs
Setting up and maintaining an in-house help desk can be – and often is – expensive. Your company needs to cover rising labor costs including recruiting and hiring, payroll tax, employee benefits, and training as well as hardware and software.
By outsourcing your help desk, your company will be able to replace fluctuating labor costs with a fixed-cost outsourcing contract as well as extend your IT infrastructure lifetime.
2. Gain Expertise
In-house help desk staff is often unable to keep up-to-date with all the technology skill-sets that customers need to leverage. This becomes even more critical in today’s economy and the budget cuts that typically affect training resources.
When you outsource your help desk, you acquire a pool of help desk professionals with a wide variety of communication and technology skills such as cloud services, cyber security, and general IT support.
3. Scale as Needed
Do you need to scale your staff up or down according to your business needs? Whether you have a seasonal business or a growth-oriented start-up, you don’t want to have to quickly hire staff only to lay them off a few months later.
By outsourcing your help desk, your company will be able to rely on the flexibility and documented onboarding procedures that your outsourcing provider will have in place.
4. Focus on Core Business
Do the team members who operate your in-house help desk also work on your core business? If so, they may get distracted or, worse, burn out because, let’s face it, not everyone is cut out for customer support.
When you outsource your help desk, your staff will be able to concentrate on performing the tasks that affect your business’s productivity and success.
5. Reduce Risk
In-house help desk staff is vulnerable to disruptions that can cause embarrassing publicity and costly downtime. Cyber security incidents such as phishing, malware, spoofing, and ransomware could elude your company’s systems and avoid detection until it’s too late.
By outsourcing your help desk, your company will be able to rely on highly trained professionals, monitoring protocols, and sophisticated detection systems to achieve higher performance levels and more uptime.
6. Localize as Needed
Does your support staff only speak English? Even though it’s the mostly commonly used language in the world today, there are many people who prefer to use a different language, and your help desk needs to be able to serve ALL your customers’ needs rather than expect them to stick with English only.
When you outsource your help desk, you can choose a provider whose staff is fluent in both English and other languages (such as Spanish), according to your specifications.
7. Use Industry-Standard Best Practices
Are you confident that your company’s help desk staff is up-to-date with the best practices that are standard in your industry? These days training budgets are often one of the first to be slashed in order to cut costs, and your support team may be more adversely affected than you realize.
By outsourcing your help desk to a reputable provider like Tyme Global Direct, your company will gain help desk staff with in-depth experience honed by continuous, systematic industry training.
Get Reliable, Effective Help Desk Support with Tyme Global Direct
With over 30 years of delivering help desk support to companies in a wide range of industries, we guarantee our clients a reliable, trustworthy, and healthy business working relationship for all outsourced help desk functions. Contact Tyme Global Direct and let us provide the outstanding help desk support you need and generate the high return on investment (ROI) you deserve.
