This is the era when the business community is able to tap many opportunities and options to endure rising operational costs. A company can now possibly and easily employ an external or third-party company to perform on its behalf technical support. This is what is more popularly known today as help desk outsourcing. A help desk provides support for either employees or clients, or both. … Help desks focus primarily on technical issues, such as problems with an employee’s computer, or with an online ordering system. Some companies choose to outsource their help desk. Outsourcing has several advantages.
The Advantages of Outsourcing a Help Desk
- Flexible Hours
If your business runs on a traditional 9-to-5 schedule, you may not have employees to work the help desk during nonpeak times. Clients or other employees who call in for assistance after hours will go to a voice mail, which can lead to frustration and complaints. By outsourcing workers from different time zones, you can provide 24-hour support from a live representative.
- Reduced Cost
Many companies that provide outsourcing teams offer these services at a reduced rate. Hiring a full staff from these companies may cost less than hiring an in-house staff. If you outsource your help desk on a contract basis, you will not have to provide the benefit packages or other perks in-house staff receives, further reducing costs.
If you outsource the help desk through a contracting company, it will do most of the work for you. The third-party company recruits and hires employees, reducing the stress on your in-house human resources department. When an employee leaves, the company will find a replacement, saving you in recruiting costs. The company will also manage the employees including tracking time worked, missed days or performance issues.
- When a company has an inadequate help desk, it creates customer dissatisfaction. A customer wants to be able to call in at any hour, speak to someone directly and resolve the problem quickly. By having a 24-hour fully trained help desk, you meet the client’s needs. A happy client will stay with your company longer and may do more business with you, which will increase your profits.