Many enterprises outsource certain aspects of their businesses in order to save time, money, and improve processes, but do you know what your organization should look for in a help desk outsourcing partner? Selecting the right partner can be the difference between the success or failure of your organization, so it's important to consider these 5 keys when selecting your next help desk outsourcing partner.
1. Leverage a US Team 24 x 7 x 365
Your help desk partner should employ a U.S. team that is available 24 hours a day, 7 days a week, 365 days a year to maintain customer service levels and provide the best experience to your customers. Remember, your employees/customers are already frustrated when they call the help desk. They don’t need to navigate through cultural and language barriers just to get help.
Your help desk partner should continually train its teams to stay up-to-date on the latest tools, best practices, and knowledge to keep your help desk working most efficiently and effectively.
3. Improved Customer Satisfaction
Your help desk partner will be the ‘face of IT’ and all of IT’s reputation is on the line. In many cases, your employees/customers are judging all of IT by whether the help desk is available (responsive to them when they need help), polite and competent to resolve their issue. In a MetricNet survey, 84% of respondents cited that the help desk as a very important factor to their satisfaction.
4. Guaranteed Service Levels
Your help desk partner should have guaranteed Service Levels in place, and should be willing to be financially penalized if it doesn't meet its Service Levels each month.
5. Continuous Improvement Program
Your help desk provider should have a continuous improvement program in place to monitor what is working well, what can be improved, and what processes it has in place to fix any issues that may come up. They should review tickets they escalate to other groups in order to figure out how they can resolve more of those at the help desk in order to reduce the burden on other resolver groups.
Still not sure what to look for in a help desk outsourcing partner? Click here, or the image below, to access our exclusive checklist and get the key criteria you should consider when selecting your help desk outsourcing partner.