The Practicality of Outsourcing Your Help desk


It may be that outsourcing a help desk centre was once a remote consideration for your business concerns, but help desk outsourcing is a real, viable and practical option that many enterprises are resorting to in this day and age. The reason is simple: you get the same high quality work for a more economical price.

There is no denying the importance of help desks for any business, especially retail enterprises that live by the reputation of their brand, hence, they have to provide some excellent post-sale services. As such, this component is considered as a necessary investment, as it will ultimately redound to the benefit of the business itself.

Help desk outsourcing is the contracting of outside service providers to man your customer or technical support department. Before outsourcing and telecommuting became bywords, business owners usually employed fulltime employees to take care of this aspect of their companies. But with the advancements in communication technology, jobbing out the positions relevant to this aspect has become a better alternative for many businesses.

Help desk outsourcing comes in many forms, each with their own pros and cons. Here are the two more popular kinds that many ventures use these days.

You could hire a telecommuter, that is, a work-at-home employee to do the job. The advantage of this option is that you will greatly save up on investment costs, as the telecommuter would be using his own tools for the task. The disadvantage, however, is that you'll have less supervision over the telecommuter's affairs, and productivity may be a little difficult to gauge.

You could engage the services of an outsourcing firm. With VoIP and other technological advancements, these firms can contract people from different countries for the job. Popular help desk outsourcing destinations are India and the Philippines, where the English proficiency level is very high and the cost of living is amazingly low. The benefit, of course, is that you'll only have to pay an employee an amount per day which is equivalent to the going rate per hour in the mainland. Plus, the firm itself would take care of the supervision, and as is often the case, they guarantee utmost productivity as well. This is perhaps the best form of help desk outsourcing available.

  • The important thing to consider when availing any of these options is to properly screen the people you want to hire, or the firm that wishes to do the hiring for you. It will be quite risky to take the trial-and-error route when your reputation is at stake, given the fact that post-sale services are vital for customer satisfaction and in building the credibility of your business and help desk network.
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