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Technical Support

Definition

What is technical support?

Technical support is the range of services provided by technology companies to customers that involve technical issues. Technical support can be provided internally by a company that develops its own software for internal use.

Technical support is often divided into three tiers:

Tier 1

This tier refers to technical problems that are occurring frequently. Tickets from this category are resolved easily with some help from a technical support representative or agent and self-serve knowledge.

Tier 2

Technical problems from this tier are more advanced than the previous category. It means that it includes more in-depth tech support questions which, in turn, may take up a larger portion of the support representatives’ resources, time, and effort.

Tier 3

Technical support problems from this tier require insider knowledge of the company’s products that are in question. The development team usually handles the problem-solving of these issues.

What is technical support in BPO?

Since hiring in-house tech support can be expensive, especially in the wake of new technologies, most companies prefer to hire a business process outsourcing (BPO) provider to handle their tech support services.

This means hiring the services of a third-party organization to serve as your tech support representatives. This can be done through various methods such as recruiting the help of an outsourced information technology and call center company, hiring a freelance tech team, or using any software that allows automated responses.

Through outsourcing your tech support, companies can gain access to the following services without the hassle of building an in-house team from scratch.

  • Remote customer and tech support
  • Hardware and software installation guide
  • Networking and configuration of devices
  • Systems monitoring for security, performance, and compliance
  • Reps that can troubleshoot various issues

When should you outsource your tech support services?

Companies hire outsourced technical support representatives for various reasons. The most common of them is reducing the cost of the company’s operations. Since BPO agencies come with their own infrastructure, desk software, and skilled tech talents, businesses could save up to 70% on operational and labor costs.

Second, businesses prefer to hire technical support reps through a third-party provider to upscale their businesses easily without the hassle of applying for additional permits and searching for employees with the right technical knowledge needed for the company’s expansion.

Aside from these two, businesses sometimes need the technical knowledge of service providers if they are tightening their cybersecurity measures.

Other organizations prefer relaying their technical support responsibilities to third-party providers to get ahead of their competitors.

Since outsourcing agencies are usually field with tech support reps with a wide range of expertise, client companies can gain high-quality technical assistance at a cheaper price than recruiting in-house employees.

A successful technical support team requires people with an aptitude for technology, clear communication skills, and the creativity to understand and address customer concerns without being present in person.

Here are some benefits of outsourcing technical support:

Cost-effective outsourcing service

Outsourcing technical support can save you a lot of time and effort. In addition, your company may save a lot of money each year by not having to set up a full IT support department and paying for professional services with minimal training fees.

Enhanced customer satisfaction 

When you outsource technical support for your company, you’ll witness that they’re focused on the customer. To be competitive and relevant in the industry, genuine satisfaction is necessary.

Technical support puts in a lot of effort to ensure that you are satisfied with their services, and it shows.

Excellent quality service 

When compared to what you could get from in-house technical support, third-party BPO companies usually provide better service. They make it their mission to stay updated on the latest technology developments, trends, or challenges, and they are extremely competent at what they do.

Outsourcing companies make sure that their staff is extremely competent at what they do.

Convenient 

Businesses find it convenient to outsource technical support. They save on time and expense by relying on outsourced technical support. Organizations wouldn’t also need to spend on training, compensation, benefits, and any other issues of recruiting suitable employees.

technical support
Outsourcing technical support

Responsibilities of technical support

Here are some responsibilities that you can delegate to your technical support team:

  • Complete thorough reports detailing technical support requests and the measures taken to address them.
  • As the first point of contact for any system-related issues raised by clients and employees.
  • Organize and file warranty and instructional manual paperwork for computer hardware.
  • Keep a running track of any needed system updates, and the date they were completed.
  • Meet with clients in-person to evaluate, debug, and diagnose hardware issues.
  • Resolve any technical issues that may have arisen as a result of network outages.

Customer service vs technical support: What’s the difference?

Though customer service and technical support are done by call centers, they both have different roles in an organization. Mainly, customer service focuses on the customer experience while technical support is about finding the most appropriate solutions for technical issues or problems.

Customer service does not always have to be technical. Further, customer care professionals can be more proactive in providing client assistance and initiating contact.

Technical support focuses on resolving a technical issue or problem in the fastest, most cost-effective way.

Technical support is primarily responsible for resolving technical issues. These issues are perceived or actual problems in the product or service for which the client is seeking support.

Outsource Accelerator provides you access to professional outsourcing companies from the Philippines starting from $6 per hour, where you can save up to 70% on staffing costs. We make it easier for clients to learn about, and engage with outsourcing technical support specialists.

Outsourcing FAQ

What is a Customer Service?

What is customer service?

Customer service is a process of delivering a product or service to a customer in an efficient, accessible, cost-effective, and satisfying manner. It is creating a relationship that involves trust and builds loyalty, even after the delivery is made. Customer service is knowing how to deal with customers and understanding their needs and wants. It is finding what customers want during the entire process of delivering the product or service.

Excellent customer service is knowing when to ask the right questions to get the correct answers. It is listening wholeheartedly to your customers as if you’ve known them for a very long time. Excellent customer service is learning to adapt and provide solution to each individual client. It is discovering the right level of judgment then and there. Most importantly, in-depth knowledge of the products or services you offer is the ultimate foundation of a great customer service experience. Communication skills, creating the right environment, and being friendly aren’t enough if you don’t have in-depth knowledge of the product or service that your company offers.

Outsourcing of customer service

Outsource Accelerator provides you the best customer service outsourcing companies in the Philippines, where you can save up-to 70% on staffing cost. We have over 3,000 articles, 200+ podcast episodes, and a comprehensive directory with 700+ BPOs… all designed to make it easier for clients to learn about, and engage with, outsourcing.

What is Finance & Accounting?

What are finance and accounting?

Many businesses are looking for ways to manage cash flows and save on costs. One specific way to do that is by hiring somebody who has the foundational knowledge that can perform finance and accounting offshore. But what are they exactly?

Finance and accounting are two aspects of a business that work together. It is all about keeping track of financial statements, financial transactions, and financial reporting.

These financial transactions are recorded in a balance sheet using generally accepted accounting principles. The financial statement is where all the transactions can be found and are then presented to the management team or client for financial reporting.

These are all essential in any corporate finance reports about financial accounting because they will measure the return on investment, income statement, income taxation, financial assets, cash flow analysis, and even the liabilities the company has.

These are the primary reasons why most organizations opt to outsource finance and accounting. It is now one of the best digital resources expanding in the online world to manage an organization's finances.

Finance and accounting BPO trends

More and more companies are increasingly seeing outsourcing as a solution to every problem in business operations.

Whether to gain an edge in the financial market, perform finance coursework, or drive the company’s financial performance, outsourced finance and accounting can help largely.

Here are several accounting and financial trends that an outsourcing company could help you get in line with:

Real-time visibility

Updating your financial data and financial records every time a financial transaction occurs takes a lot of time.

Outsourcing firms can solve these business problems and deliver real-time, accurate, and top-quality data to all clients and investment firms.

Tax assistance

Most outsourced accounting firms include tax prep for government agencies and advisory among their core services. By relying on them to handle all your financial records, there is a developed synergy between your tax prep and accounting.

Planning and recording

For companies that lack the time and resources to handle complex financial concepts, financial planning, and recording transactions, outsourcing firms can put world-class accountants and financial analysts in charge of these efforts.

With these laid out properly, your accounting can start aligning your business operations with the financial market strategies.

Performance dashboards 

Dashboards compile and update your key performance indicators (KPIs) in one place so that business leaders can access any financial information anytime.

Investment firms can set up and maintain dashboards or general ledgers for clients eager to make business decisions based on business insights rather than intuition.

Cloud migration 

Shifting your accounting practices and services to the cloud is more important than ever nowadays. Outsourcing firms can handle technical, financial, and operational matters to make quantitative analysis easier and more reliable.

With the use of outsourced accounting technology and software, managerial accounting can be done seamlessly and accurately.

Outsource finance and accounting

This is the reason why outsourcing accounting has become a trend and a smart alternative for most organizations. It has become the go-to service to empower businesses in reaping the benefits of working with trustworthy and skillful finance and accounting outsourcing companies.

Most outsourcing companies have an experienced recruitment team that is capable of hiring certified public accountants and finance professionals that are adept and experienced in the field.

Outsource Accelerator provides you access to finance and accounting specialists that you can outsource from the Philippines starting from $6 per hour, where you can save up to 70% on staffing costs.

We have over 5,000 articles, 350+ podcast episodes, and a comprehensive directory with 2,500 BPOs… all designed to make it easier for clients to learn about and engage with finance and accounting outsourcing.

What is a Customer Relationship Management (CRM)?

What is a CRM?

Customer Relationship Management (CRM) refers to the creation, implementation, and evaluation of strategies in managing customer relationships. With CRM, a business can deal with customer problems and complaints to increase customer satisfaction.

CRM is either a technology, a strategy, or a process, depending on how management views its purpose. 

Most often, companies integrate technology into a CRM process for a more efficient outcome. Creating a system to manage customer interactions can provide many benefits to a company.

CRM, which refers to technology, refers to the use of cloud storage, a computer system, or an application to monitor progress. CRM as a strategy identifies the philosophy of the business regarding customer relationship, satisfaction, and interaction. CRM as a process may integrate the use of technology based on the company’s strategy or philosophy.

With the proper use of these three different CRM categories, the company can create a powerful tool to aid them in dealing with demanding customers. Most companies rely on a CRM to track customer engagement to their product or service.

How can CRM help a business?

A CRM system can give a clear overview of a company’s clients. With its help, a customer’s previous history with the business, order status, and customer service issues can be easily seen by the service representative.

Additionally, using a CRM platform enables the management of inquiries across various so that companies can efficiently serve their customers without starting from scratch.

CRM in BPO

Customer relationship management is one of the main tasks delegated in outsourced companies. Commonly in call centers, CRM enables companies to attract and convert leads, retain customers, and give better services through business process outsourcing. 

This also helps them organize workflows and processes in customer service while saving costs and resources.

Outsourcing CRM

Outsource Accelerator provides you with the best outsourcing companies in the Philippines, where you can save up to 70% on staffing costs. 

We have over 5,000 articles, 350+ podcast episodes, and a comprehensive directory with 2500 BPOs… all designed to make it easier for clients to learn about, and engage with, outsourcing.

What is What is business process outsourcing?

What is Business Process Outsourcing BPO?

Business Process Outsourcing (BPO) is the delegation of business processes to an external service provider to a nearby or farther location. BPO uses various technology-enabled services to optimize the delivery of services.

Some of the usual outsourced business functions are the following.

Payroll Accounting Human resources Customer service Sales Marketing

In the case of content providers, these could mean hiring writers, remote editors, or virtual assistants.

BPO speeds up processes and enhances efficiency. Companies that outsource some of their business processes use their time on core services and competencies.

With this shift in focus, companies improve their current processes which may result in improved customer satisfaction. BPO helps companies divert their resources to more critical business strategies.

Often, companies find it impractical to hire a full-time position in-house because of the cost associated with doing so. Outsourcing services can also help them save costs and resources in hiring suitable employees.

How does Business Process Outsourcing work?

Business process outsourcing happens when a business taps a third-party service provider to operate some of its internal processes. Such ‘processes’ include customer service, accounting and finance, or sales.

It is different from hiring an agency to do specific tasks, as the outsourcing provider (BPO) is more concerned with the ongoing production of labour-intensive tasks, instead of the higher-level strategy and guidance.

Now, business process outsourcing has broadened and is more akin to staff augmentation, or staff leasing.

What are the benefits of business process outsourcing?

There are many benefits to outsourcing, as well as some downsides and risks. The common benefits include:

Cost savings

Companies can enjoy savings of up to 70% by leveraging the salaries and costs in countries such as the Philippines and India.

Global market

Businesses get to access a bigger pool of talent that can fit their requirements. They can have better options in hiring employees since they are not limited to what is available in their home countries.

Global presence

At the same time, business process outsourcing opens clients to global trade opportunities. They can establish their global presence and expand more easily to other locations since they already have operations in the area.

Flexible workforce

BPO reduces internal local compliance obligations including providing additional office spaces to employees. Instead, organizations can hold their business operations on a remote setup, most usually having their teams in an office provided by the BPO firm.

Leverage skill

Companies cannot always do everything on their own. BPO enables them to leverage the skills of other specialist companies on more complex tasks such as accounting and IT.

Focus

Lastly, BPO enables organizations to focus on their core business functions. This is since most of their non-core business operations are done with the help of a reliable service provider.

Business process outsourcing examples

The business process outsourcing sector is a vast industry, generating over $200bn annually, and employing millions of people worldwide.

BPO can be seen in different forms and contexts, from hiring single staff to getting an offshore team. Some examples of BPO include:

Big enterprise

Facebook and Uber outsource many of their operational functions, including content moderation for Facebook, and customer service for Uber

Medium-size businesses

A medium business with 50-500 staff might outsource the labour-intensive accounting and finance functions to a team in the Philippines.

Small business and entrepreneur

It is common for small business owners to have a Virtual Assistant (VA) working for them full time and remotely from the Philippines.

What are the different types of BPO?

The type of business process outsourcing can be characterised by their specialisation, location, and size.

Generalist or specialist BPOs

Business process outsourcing is in the human resources and professional services sector. However, their services extend across all industries. The majority of BPOs are generalists, in that they offer a full range of professional services.

Meanwhile, some specialise in certain verticals such as the following.

Legal process outsourcing

Legal process outsourcing deals more with delegating legal processes and compliances to legal firms in another area.

Knowledge process outsourcing

Meanwhile, knowledge process outsourcing enables companies to outsource knowledge-related work including research and development, innovation, and creatives.

Location

Business process outsourcing typically operates from developing nations such as the Philippines, India, and Colombia. They typically have cheaper cost-of-living and bigger populations. Different locations offer different advantages.

Size of BPO

The bigger BPOs employ more than 250,000 people. They are huge, global operations. Medium-sized BPOs range from 500-5,000 staff and offer a full range of services. The smaller BPOs might have 1-500 people.

Functions of business process outsourcing

Collectively, business process outsourcing provides any kind of staffing solution. Common functions of BPO include:

Finance and accounting

Outsourced finance and accounting services help businesses manage their books, monitor cash flow, and keep up with corporate income tax compliances without fuss.

Healthcare

Healthcare outsourcing, meanwhile, organizes various back- and front-end functions done for the healthcare and insurance industries.

Creative and content

Creative services outsourcing covers everything from post-production of Hollywood movies to newspaper and website content.

Tech, IT and development

IT outsourcing involves delegating network management, web and app development, and cybersecurity protection to IT firms in different countries.

Sales & customer support

Some BPO providers specialize in sales and customer support for pre- and post-sales transactions. This helps companies meet the expectations and demands of their customers, keeping them satisfied even after their purchase.

Marketing

BPOs and marketing firms can help in ongoing marketing, communication and branding activities for their clients. This helps them attract more suitable leads in a cost-efficient way.

Talent and HR

Businesses can delegate HR, recruitment and compliance to professional employer organizations to maximize recruitment and workforce management.

Administration

Generalist BPOs help organizations accomplish general business administration and operational activities. This includes data entry, appointment setting, and other related functions.

Supply chain management

Lastly, e-commerce stores benefit from outsourcing supply chain management to manage warehouse and delivery processes.

Top BPO companies in the world’s top outsourcing hubs

A wide range of business process outsourcing companies in different parts of the world provide utmost services to their Western and local clients. Many of them even earned recognition by award-giving bodies due to their performance in both their roles and their level of care for the employees.

Check out the top BPO companies in several outsourcing destinations below.

Top BPO companies in the Philippines Top Indian BPO companies Top South African BPO companies Business Process Outsourcing (BPO) services

With the rise of new offshore outsourcing locations, companies can have better options in terms of location and services they can delegate. However, finding a suitable BPO company can be a daunting task to be done on their own.

Good thing advisory services such as Outsource Accelerator is there to help them.

Outsource Accelerator is the most trusted source for independent information & advisory for Business Process Outsourcing (BPO). We have over 5,000 articles, 350+ podcast episodes, and a comprehensive directory with 2,500+ BPOs from different locations.

Outsource Accelerator's offerings make it easier for clients to learn about, and engage with, business process outsourcing companies worldwide.

Want to learn more about outsourcing? Check out the Inside Outsourcing book as well as the Inside Outsourcing book review today!

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About OA

Outsource Accelerator is the trusted source of independent information, advisory and expert implementation of Business Process Outsourcing (BPO).

The #1 outsourcing authority

Outsource Accelerator offers the world’s leading aggregator marketplace for outsourcing. It specifically provides the conduit between world-leading outsourcing suppliers and the businesses – clients – across the globe.

The Outsource Accelerator website has over 5,000 articles, 350+ podcast episodes, and a comprehensive directory with 3,000+ BPO companies… all designed to make it easier for clients to learn about – and engage with – outsourcing.

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.