This is part two of our 2-part series on the 10 advantages of hiring an outsourced help desk partner. If you missed part one, you can click here to read the full blog.
There are many ways an outsourced help desk partner can make an organization more efficient and more productive, so it's no wonder why outsourcing help desk operations is becoming more and more popular among IT departments. Here are 5 more advantages of hiring an outsourced help desk partner:
1. Enhanced Efficiencies
Every business desires to operate like a well-oiled machine. In other words, they want to hum along smoothly and effortlessly with every component doing its part. If you have to continually deal with slow-moving parts, breakdowns, or areas that start and stop, then you will not get all the work done that you need to get done, which can and will impact your bottom line. Not only does an outsourced help support desk team relieve issues at the front-end, but it also serves as a standards bearer on the back-end. A good help desk support team will force the rest of IT to adhere to standard processes because the help desk will need to know what to do with every ticket it creates, whether it resolves the issue or has to escalate it to another support group. These standards will allow those users seeking support to have some consistency on what to expect when they seek support and the support teams will have consistency on how they interact with the help desk and respond to those users seeking further support.
2. Boosted Productivity
When your employees are able to do their work without issues or problems, then productivity increases. By implementing many of the predictable, repeatable processes required by an outsourced help desk partner, employees get back to work faster and Tier 2 and Tier 3 support teams know what to expect when they receive tickets from the help desk, allowing them to do their job faster and with greater ease. Instead of spending hours sorting through information to see which tickets are the most important, an outsourced help desk partner will prioritize them. This will also allow Tier 2 and Tier 3 teams to focus on the more important tasks critical to the business. A qualified outsourced help desk partner can predict, prevent and quickly respond to serious issues that lead to catastrophic failures and extended downtime. This will allow you to streamline processes and make the team more efficient and productive.
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3. Seamless Service Experience
Customers and employees want a seamless experience when they interact with your business. Customer service is the number one priority for many departments, and an outsourced help desk partner can help create a service experience that will be smooth and seamless. What does a seamless operation look like? Customers and employees are met with a consistency wherever or however they contact the business, business response is uniform across all platforms, and business response time is predictable. This includes whether the service is handled by the help desk or escalated to another group. Also, whether customers and employees contact a business from their phone, laptop, or tablet, the experience should always be the same. When all of these factors work together, it creates a seamless experience.
When seeking support, one of the most frustrating things for someone to deal with is a lack of communication. When communication is lacking or limited, it impacts quality and results in unnecessarily long wait times. With that being said, cultural differences and time zone barriers should not be overlooked. An outsourced help desk partner will be able to communicate clearly with the people they support, as well as other support teams. Most outsourced partners can also help with any foreign language requirements and can communicate with and support your customers and employees around the globe. Continuous communication is always at the heart of success, which is why you should hire an outsourced partner team that you can easily communicate with.
5. Consistent Reporting
An outsourced help desk partner will provide you with detailed, quantitative metrics consistently at least monthly giving you a better idea of the team's performance and the value that they are delivering to the department and the organization. Some of the most common metrics an outsourced partner will report on are:
- New incoming support tickets
- Support tickets resolved
- Response and wait times
- Number of backlogs
- Satisfaction ratings
These are just a few of the metrics to focus on, but its up to you as the leader of the IT department to determine what metrics are the most important for evaluating your team's performance.
Are you looking to hire an outsourced help desk partner that can bring these types of advantages to your organization? Simply click here to speak to our team of help desk experts.