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Why consider outsourcing your support desk
Why consider outsourcing your support desk
Perhaps the biggest pain point and frustration within any business is customer service and support. For many companies, IT professionals must be both technically competent and great on a call, to handle managing the multitude of incidents that arise in an average day or week.
This often leads to overstressed and overworked IT professionals on the help desk who are fielding calls and email enquiries from end users requiring support. When the support desk becomes overwhelmed, customers get frustrated waiting and the perception of your team and brand takes a hit.
Outsourcing your help desk services to an external party can bring many of benefits to your company from reducing costs to easing the load for stressed agents. Before refusing the idea of using a third party, consider all the benefits to be gained from outsourcing customer support operations.
The greatest benefit is the improved flexibility of your service. If your end users are working in Countries outside of the UK, or work outside normal business hours, you are always able to provide the help they require even after your agents have left for the day.
If your help desk has been outsourced to an expert like Microtechs, our team of support agents are available 24 hours per day. This means that whether your physical location is open or closed, there is a customer support agent waiting to help your clients.
Outsourcing your help desk to a provider like Microtechs also helps reduce costs for your business. An in-house support desk requires greater cost because now all the office space, telephone systems and computer support equipment have to be procured or provided, maintained, and repaired by you.
Also, your HR department is now responsible for activities such as recruiting, hiring, training, and tracking the performance of all the individuals in your help desk team. By removing these strains, you are freeing them up to perform more vital services and saving money at the same time.
When end users call into your business with a concern, complaint, or other problem there is nothing worse than hearing a confused or uncertain agent on the other end. Try as you might, your business may struggle finding enough or the right staff to fill all the positions within the help desk and IT group that you need to adequately and properly resolve issues.
Outsourced providers such as Microtechs recruit best of breed agents with the skills to succeed in a customer service environment while also exercising their IT knowledge to solve the problems of your customer.
Better Management and Tracking
When your help desk services are outsourced to a company like Microtechs, so too is an enormous amount of work and cost.
In addition to maintaining the facilities and equipment needed to run a support desk, a partner like Microtechs takes on the responsibility for recruiting, hiring, and training customer support agents. It will also be our responsibility to track hours worked and days missed, provide annual leave as well as pay salaries and provide benefits.
Rather than asking your team to pull double duty as computer experts and customer service specialists, they can focus on the role they were trained for: computer system’s management.
Finally, there is the benefit of improved response time for your customers and end users. With an in-house customer support desk, it is easy for your employees to become overwhelmed by sporadic volume from time to time. This not only reduces your SLA, but it also often prevents your team from offering quick and efficient service your customers expect.
Microtechs 24/7 UK based outsourced support services
Most of our customers approach us as they are looking for a fully UK based extension of their support team. This is normally to help with covering support overnight and weekends, because they want to free up their senior staff to work on project or development duties, because of issues with staff retention or because they have already outsourced overseas and have experienced a high number of complaints.
We have a mixture of clients which use our helpdesk and monitoring services which include;
• 1st /2nd line remote support calls
• 24/7/365 or office hours
• Incident management services with third party escalation
• Proactive monitoring NOC services
• Catch and dispatch only monitoring services
• Fully inclusive services with an average 80% resolution rate
• 15-minute response times
• Fully GDPR compliant
• Completely white labelled to your brand
• Desktop / Network / O365 / Mac / Telecoms / Bespoke software
• Pricing from £500 per month
We are all based from one office in Surrey and tailor our service to dovetail to your requirement.
I guess that’s why we are different to other companies. We spend time to learn, develop, sculpt and continually improve our service to your customers.
If you need overflow during the day or a whole support desk from scratch or just some monitoring services overnight, please drop me an email or give us a call.
Please contact us for further information on 01483 407417.