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Advantages of outsourced help desk services

Advantages of outsourced help desk services

With new digital innovations in businesses, it is only natural that people would occasionally need help in using these services. Due to this, most global help desk services companies use help desks to give support and assist the needs of their clients.

Outsourcing this particular task has also picked up these past few years. It became a popular solution for companies who need an easy, cost-effective way to modernize their technical support.

After all, service desk outsourcing companies are capable of providing effective IT management and support to any establishment at an affordable cost.

What is a help desk?

Help desk support refers to the assistance provided consistently and critically by the company’s representatives to the customers.

They are run by service agents with extensive knowledge in troubleshooting and managing problems raised by clients.

This type of support typically uses software to deliver fast assistance to anyone who will reach out to the company. Organizations with a dedicated help desk team usually track the technical issues until further resolutions have been provided.

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While some businesses still hire in-house support, smaller organizations with limited resources tend to outsource their help desk services.

This approach allows their internal staff to prioritize other essential tasks that are part of the integral aspects of their practice.

Small, mid-sized, and large enterprise benefit by partnering with the right help desk outsourcing providers that offer help desk outsourcing services and gaining access to an additional resource in their in-house employees.

What is a help desk?

How does help desk outsourcing work?

Help desk outsourcing is a service given by businesses to their clients to assist them in debugging difficulties or in enabling solutions to recognized problems.

Businesses employ outsourced IT help desk support to give clients 24/7 availability. These services enable the delivery of support services to customers and clients with prompt and 24-hour help.

Should you outsource your help desk services?

Every business needs to provide its customers with excellent help desk service. Partnering with a third-party service provider enables you to turn an ineffective support process into something that the clients would love.

Companies new to this concept naturally have doubts about delegating their help desk solutions to external providers with the risks involved in outsourcing.

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However, these risks can be mitigated with proper planning, careful consideration, and maintaining their service level agreement in place.

9 ways businesses can benefit from help desk outsourcing

Here is a quick look at other ways your company can benefit from outsourcing your help desk support services:

1. Wide coverage of services

Most outsourcing companies are available wherever you are. They provide nationwide service assistance, so you don’t have to worry about the distance. SixEleven BPO is situated in Davao, Philippines, although they service small and major enterprises worldwide.

2. Support from highly-trained specialists

Third-party service providers can provide your company with a team of highly-trained specialists.

The majority of these agents are equipped with the right credentials, training, and industry experience, which gives your brand a strategic advantage over competitors.

In addition, third party service providers are continuously working on ensuring that their help desk teams are updated with the best practices, technical tools, service management processes, and training on new technologies.

With training and experience, outsourced service desk agents are experts at troubleshooting and resolving problems raised by customers.

3. Flexibility

The frequency of concerns raised in help desk support is never consistent. Sometimes, help desk agents may experience an increase in volume. Other times, communication lines are left idle.

Outsourcing makes it easy to scale resources up or down as demand changes. It presents flexible and reliable support in various situations.

This ensures that your team does not need to hurry the hiring and training process whenever there is an uptick in services.

4. Gain valuable insights

Service providers that offer outsourced help desk support make it part of their work to provide valuable insights to clients on different trends that increase or decrease ticket volumes.

Outsourcing partners usually strive to give high-performance service desks that proactively identify, resolve, and prevent problems before they could impact your company.

They also track important performance indicators, metrics, and other statistical reports so that you would know the areas that are thriving in your service and those that need improvement.

Why do companies outsource their help desk services?

5. Diverts management responsibilities

Working with an outside help desk provider allows you to divert management responsibilities. This means your in-house employees can work on a broader range of tasks without worrying about who would answer the clients’ inquiries.

With a highly-trained team of outsourced employees, you are assured that your support services are being taken care of.

Your internal team can also focus on their main workload instead of trying to fix a problem outside their area of expertise.

6. Access to premium support resources

The knowledge of an in-house help desk team is limited by your financial resources and the training you can provide.

An outsourced help desk team, on the other hand, can draw on a broader range of experience, expertise, and access to premium support tools. When you outsource, you have access to a fraction of an enterprise-level support team.

7. Faster response times

When a surge of urgent phone calls rolls in, your in-house team might get overwhelmed. They might take a long to answer phone calls and inquiries. Customers are losing patience as calls pile up in the line, and your response times are decreasing.

Help desk outsourcing allows you to have teams who can always answer calls as quickly as possible since they can bring in more people as needed to fulfill the demands of your clients.

8. Accessible support outside core business hours

When you have a small internal team, providing after-hours help for your consumers might be tough. Help desk outsourcing allows you to access a workforce that is always available to support your clients around the clock.

9. Future-proofed support

You don’t have to worry about service desk software upgrades or agent training because these are handled by your outsourced help desk provider.

No matter what new product you need them to support or what service management platform your business needs to switch to, your outsourced help desk staff will always be prepared to give what your business needs.

Outsource your help desk services with SixEleven

With innovations emerging every hour, a well-run help desk is no longer only an option to have in a company – it is now a necessity. A proactive outsourced help desk service boosts user satisfaction and ensures a smooth operation of your business services.

If you need an outsourcing partner that offers professional help desk services for your organization, then SixEleven BPO may be the right one for you.

This Philippine-based solution-oriented business process outsourcing (BPO) firm ensures flexible, affordable, and excellent staffing for 24/7 help desk support.

With their outsource help desk expertise, they can keep your company running while you focus on your core competencies.

They also have competitive pricing that lets you access a complete, highly-skilled team that can help your business right away.

Visit SixEleven BPO now and explore other outsourcing options that you can use for your business.

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About Derek Gallimore

Derek Gallimore has been in business for 20 years, outsourcing for over eight years, and has been living in Manila (the heart of global outsourcing) since 2014. Derek is the founder and CEO of Outsource Accelerator, and is regarded as a leading expert on all things outsourcing.

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