The Advantages and Disadvantages of Help Desk Outsourcing

Help desk outsourcing for customer service or technical support
is an option for many companies, including Internet companies,
that have a limited staff or wish to provide services and support
twenty four hours a day.

Small businesses or home-based businesses that have a limited
the number of employees or employees do not have any special
challenges when it comes to meeting the needs of its customers and
expectations.

The complications are compounded when the nature of the business
is one in which customers expect immediate service and sometimes
even 24 hours service including weekends and holidays.

A small business operator can literally run themselves ragged
trying to meet demand with limited resources. For companies
As such, outsourcing help desk can be a lifesaver.

Large companies can also benefit from outsourcing help desk
Sales outsourcing, service and technical support.

The outsourcing of functions such call centers is a growing trend
between large companies.

The main advantage of these is greatly reduced head
costs because they pay the company for outsourcing contract
amount and is not responsible for the personnel expenses as a
payroll taxes, insurance against accidents of workers and employees
benefits for employees of call centers that provide their own
sales, service and support functions.

Companies save money on equipment, software and
The ongoing maintenance costs associated with help desk services.

Since the call center industry is growing competition increases
which is good for businesses large and small, because
competition unit costs for the consumer of the
standardized services offered by call centers.

Advanced technologies have improved the quality of service
that can be achieved through outsourcing help desk.

As with any service option on arrival and who has great advantages
for small and large businesses, there are some disadvantages
Sales outsourcing, service and support activities.

For example, when a company out sources their service functions,
the service being provided is out of their hands, they rely
the service with their sales, service and support
functions that directly impact on their customers
satisfaction and respect, the company's reputation.

As a result, the quality of service can decrease
outsourcing more of a burden than a benefit.

When contracting for outsourced services, managers should be
Sure, there are clauses in the contract that allow them to
to withdraw from the contract is the service provided to their
customers is poor.

It must also take account of policies and procedures
concerning the training of help desk personnel.

The company that is outsourcing their service functions must
take care to ensure that representatives for outsourcing
service are properly trained to meet service
expectations and that the training provided to those
representatives is effectively passed to the help desk staff
actually providing the outsourced sales, service and
customer support.

Before making the decision whether or not critical with respect
outsource help desk, the initial analysis of help desk
support processes, the expected service levels, customer expectations
and outsourcing costs should be conducted.

Training systems should be developed to ensure that the
company's expectations for quality of service, policies and
procedures are clearly conveyed the outsource provider.

Continuous monitoring of customer satisfaction is also necessary so
that you can determine if the outsourcing provider is
you have selected is to meet the needs of your customers in line with
their expectations and standards of service quality.

With adequate attention given to these variables, it is likely that
to find that help desk outsourcing is a viable option for your
business. In truth, the decision to outsource can be the best
or the worst decision you ever make....