In-House vs. Outsourced Help Desk Tech Support

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The thought of outsourcing a company’s help desk offers up many questions for management, and here are a few similarities and differences between in-house and outsourced help desk tech support.

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In-House vs. Outsourced Help Desk Tech Support:

In-House vs. Outsourced Help Desk Tech Support The thought of outsourcing a company’s help desk offers up many questions for management, and here are a few similarities and differences between in-house and outsourced help desk tech support http://www.dialogue-marketing.com/

Outsourced Help Desk:

http://www.dialogue-marketing.com / Outsourced Help Desk As companies grow, so does their customer base. As new products are designed and released, questions begin to arise from their ever expanding customer base, and soon the company can be faced with the daunting task of answering phone calls 24/7. To help ease some of this pressure on in-house tech support it is often useful to use an outsourced help desk. Below are a few examples and differences on why or when hiring an outsourced help desk may be beneficial for a company.

Cost – In-House Help Desk:

http://www.dialogue-marketing.com / Cost – In-House Help Desk In-House help desks are often employees that have been trained through the company on all of their services and offerings, and are fully capable of answering any question that a customer has about a product or service. These questions can sometimes congest the phone lines, creating delays and hang-ups, leading to customer dissatisfaction and potential client loss in the long term.

Cost – Outsourced Help Desk:

http://www.dialogue-marketing.com / Cost – Outsourced Help Desk An Outsourced help desk can be a cost effective solution for a company when it is facing the multitude of questions when a company is expanding its services. - Should we rent more office space? - Should we build our own offices? - How much is it going to cost to hire and train new workers?

Cost – Outsourced Help Desk:

http://www.dialogue-marketing.com / Cost – Outsourced Help Desk These are all questions that a company looking to maintain an in-house help desk must ask themselves. When a company decides to outsource their help desk tech support, the company does not need to worry about these questions, as the outsourced help desk company already has its own offices and employees, and quality outsourced help desk companies will even train their staff on a clients’ products and services, eliminating the need and costs to go through the hiring process of new in-house staff.

Expertise – In-House Help Desk:

http://www.dialogue-marketing.com / Expertise – In-House Help Desk The in-house help desk is expected to know everything about the company they represent and speak for, and they should. As a company begins to grow however, they will become more focused on those products that are more relevant and will need their help, ie new products and services, leading to a more targeted area of knowledge.

Expertise – Outsourced Help Desk:

http://www.dialogue-marketing.com / Expertise – Outsourced Help Desk Outsourcing your help desk can help to relieve the problems and stress of an in-house help desk by being able to answer questions or problems about specific products and services that may be old and considered out of date. With the training and knowledge that an experienced outsourced help desk has, the in-house help desk will have the ability to answer the more specific and urgent questions and problems of the new products and services.

Expertise – Outsourced Help Desk:

http://www.dialogue-marketing.com / Expertise – Outsourced Help Desk Although not every company will benefit from outsourcing their help desk and tech support centers, those that do must be sure to carefully research and interview the outsourcing company to ensure that they meet the company’s standards and brand image that they want to express when customers call with questions and problems.

About Dialogue Marketing:

http://www.dialogue-marketing.com / About Dialogue Marketing Dialogue Marketing goes beyond traditional call center services to improve business’s relationships with their customers by recognizing and responding to market trends that result in high touch/high value customer experiences. By combining a dynamic culture, passion, and innovation we work to enhance each stage of the customer lifecycle for the following industries: healthcare, communications, consumer products, ecommerce, insurance, financial, non-profits, and lending. Visit http://www.dialogue-marketing.com/ to learn more.

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