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The Advantages of Outsourcing a Help Desk
A help desk provides support for either employees or clients, or both. The help desks takes inbound phone calls and emails, addresses the person's concerns and tries to fix the problem. 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.
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.
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 you 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.
by Amelia Jenkins
Original article: http://smallbusiness.chron.com/advantages-outsourcing-desk-15977.html
Microtechs 24/7/365 White label Technical Helpdesk
In today's world, a rock-solid IT infrastructure is key to every successful business. At Microtechs we have the experience and resource to ensure your company has the support it needs 24 hours a day, 7 days a week, 365 days a year. We can provide an immediate response from our state of the art Technical Operations Centre which is based in the heart of Surrey.
With our rapidly expanding team, all specifically trained, working 24/7/365, we can provide excellent customer service and technical support. All our services are available completely white labelled, ensuring a seamless extension to your company.
Through our services you can extend your hours to 24/7 or simply use us as an over flow assistant during office hours. This is all tailored to your business needs.
How does Outsourcing your helpdesk benefit your business?
1. It reduces your staffing costs. Why hire another member of staff, if you can outsource all of your calls for less? We are normally between 25-50% cheaper than an in-house option.
2. It expands your opening hours. We have a technical operations centre which is open 24/7/365.
3. It will improve your customer experience. Are you taking multiple calls from clients, but can’t get back to them as quick as you would like? Well now you have a team of 30 staff taking your support calls for you. Have an important meeting? No problem, your helpdesk has your back.
We work with over 85 IT & Telecoms Businesses who trust us to deal day to day with their clients.
Feel free to call our friendly solutions team, who will be happy to discuss further and help tailor a solution to you.
Call us now on 01483 407417