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Roles and responsibilities of outsourcing technical support

Outsourced Technical Support

For many organizations, having outsourced technical support can mean the difference between barely paying operating expenses or having a lucrative business. Although some individuals may feel that having a third-party handle a portion of your business is risky, others swear by this process. 

What is outsourcing technical support? 

Outsourcing business processes like technical support is essentially having a third-party company handle all that this department covers. There are many benefits to using this route, and many organizations have been enlisting in these services for years with great success

What are the roles and responsibilities of technical support?

A technical support department will be responsible for handling all software programs that your organization uses and necessary hardware requirements. From the computers and printers to the database program employees use for data collection, the technical department supports all aspects. 

Installing or replacing hardware as needed, updating software, and even virus scanning are all popular aspects of a technical support department. 

What are the Roles and Responsibilities of Technical Support
What are the Roles and Responsibilities of Technical Support?

Technical support outsourcing projects

In some cases, outsourcing technical support does not need to be an ongoing process. An organization may require specialized IT support while they upgrade all of their computer systems. 

Other technical support tasks that a company may outsource temporarily may include the following:

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  • Installation and configuration of a computer hardware operating systems or applications.
  • Computer network and systems maintenance.
  • Testing and evaluation of new technologies.
  • Diagnose and repair hardware or software problems.
  • Conduct an electrical safety inspection for the company’s computer equipment.

Opting for a third-party company in the short-term rather than training in-house staff is a cost-effective way to get the project completed quickly and easily. On top of that, there will also be no need for companies to hire additional workforce to get the aforementioned tasks done. 

Outsourced technical support services 

There are many services that organizations require on a day-to-day basis that can be fulfilled by a third-party company. Technical support is one of the many popular departments that can be successfully done through outsourcing. One of the many advantages of outsourcing in general is flexibility. As for technical support, outsourcing providers usually have a pool of Maintenance Engineers, Helpdesk Support Operators, and Application Support Specialists. These experienced experts are readily available to handle new clients anytime.  

If you are looking for a way to support your business while reaping the benefits, outsourcing may be the option for you. 

Remote IT support services

Organizations also have the options to outsource their technical support onshore, nearshore and offshore. Onshore means that a third party is located nearby, within the national borders. Nearshore pertains to outsourcing providers that are located in a nearby country. Lastly, offshore outsourcing which refers to outsourcing companies that are located in a distant country. 

A lot of businesses nowadays opt to outsource their IT support remotely or offshore to developing countries like India and the Philippines. Back-office support is one of the popular IT services that foreign companies offshore to both these countries. In doing so, they are able to save on their overhead costs without having to sacrifice the quality of work being outsourced. 

The success of offshoring your IT support will depend on several factors, but mainly on how you communicate with your offshoring partner. 

Benefits of outsourcing technical support

With any business strategy, there will be benefits and disadvantages. We list some of the major benefits of outsourcing here for you to assess on behalf of your company. 

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  • Cost-Effective
  • Enhanced customer satisfaction
  • Higher quality service
  • Convenient
  • Less downtime for employee training

Cost-effective

The cost savings of outsourcing technical support are immeasurable. From not having to create space for an entire IT support department to minimal training costs for professional services, your organization could save a great deal of money annually. 

Enhanced customer satisfaction 

When you outsource technical support for your organization, you will find that they are customer-driven. Complete satisfaction is essential to remain competitive and relevant in the market. They work hard at making sure that you are happy with their services, and it shows. 

Higher quality service 

Third-party outsourcing companies will typically have a higher quality service when compared to what you would possibly have with an in-house technical support department. It is their livelihood to keep up with the latest technological advances, trends, or issues and are highly skilled at their job. 

Benefits of Outsourcing Technical Support
Benefits of Outsourcing Technical Support

Convenient 

Outsourcing technical support is extremely convenient for many organizations. They can save a company time and money by hiring outside for technical support and not having to worry about continuous training, salaries, benefits, or other aspects of additional employees. 

Less downtime for employee training

Lastly, employee downtime is an important factor in any business operation. If your staff is spending a great deal of time preparing for their job or training for software and hardware problems instead of generating revenue, your company will suffer. 

Choosing an outsourcing partner

Using outsourced technical support services can give your company an advantage that will mean the difference between scraping by or being profitable.  Consider your outsourced technical support as one of your strategic business models. This gives you the liberty to have access to additional skilled manpower while saving up on costs and resources. 

However, organizations should be careful and knowledgeable about the third-party company they use. Choosing the right outsourcing provider that best fits their type of industry and business requirements is crucial to the success of their outsourced tasks.  This is so they can avoid any communication problems or unmet expectations. Tons of information can now be found on the internet to basically get to know the outsourcing company and location they will be dealing with. Check for reviews, ratings, and anything that will establish the credibility of your preferred outsourcing company.

You can choose to hire the services of full-fledged BPO firms like SixEleven BPO or cloud staffing services provider Cloudstaff.

Also, you can tap on the expertise of an advisory team for a piece of great outsourcing advice. Outsource Accelerator lists over 700 outsourcing providers in its BPO Directory. With Outsource Accelerator, you can get the best terms at the best prices. Get a free quote today.

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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.