This is part two of our 2-part series on the 10 key criteria to consider when selecting the right help desk outsourcing partner. If you missed part one, you can click here to read the full blog.
Selecting the right partner can be the difference between the success or failure of your organization, but do you know what your organization should look for in a help desk outsourcing partner? Here are the remaining 5 important keys to consider when selecting your next help desk outsourcing partner.
6. Provide White-Label Service
Your help desk partner should provide service to your internal and external customers under your company name to ensure a seamless and branded experience for your customers.
7. Help with New Technology Rollouts
New technology rollouts add stress to scarce help desk resources, coupled with the company growing and expanding faster than the help desk can service effectively. You help desk partner should have an established implementation process that they can apply to new technology rollouts to ensure the best experience for your customers.
8. Minimize Staff Turnover
By outsourcing your Tier 1/Tier 2 support tickets to a help desk partner, you would be providing your internal staff with opportunities with more complex support needs and involvement in larger projects, keeping them happier and more engaged, thereby decreasing your staff turnover.
9. Expanded Coverage
Your help desk help desk partner should offer support 24 hours a day, 7 days a week, to give you the peace of mind that there is always somebody available to help your customers. This will make it easier for you to leverage a team to handle requests "after hours" or during weekends and holidays.
10. Detailed Reporting
Reporting is key to understanding the who, what, why, where and when of IT support. Questions such as:
- Who is requesting support?
- What are the types of support tickets that are trending?
- Why is volume significantly different than last month?
- Where are most support tickets coming from?
- When during the day, week, month, or year does support spike?
Your help desk partner should provide you with comprehensive reporting including reports such as Category Breakdown Reports, Average Time to Resolution Reports, Customer Satisfaction Report, Monthly Incident Details, Service Level Reports, and ACD Reports.
Still not sure what your organization should look for in a help desk outsourcing partner? Click here, or the image below, to access our exclusive checklist and get the 10 key criteria you should consider when selecting your help desk outsourcing partner.