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1-800-212-20221-888-795-2770

Why Companies are Relying on Help Desk Outsourcing Services?

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Introduction

In this cut throat competition, importance of good and professional customer support has increased. If a customer is getting good technical support from the company he has purchased the product from, he wont go anywhere else for any kind of assistance. This helps the company to retain its current consumers. Hence, post sales technical support and help desk has turned out to be an important aspect of customer relations.

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What is Help Desk Outsourcing?

Help desk is the first point of contact between the company and the customers regarding any technical assistance or general query concerning the product. Some companies can afford to have a dedicated help desk team. But those who cant, outsource help desk and technical support services to a third vendor.

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Why Choose Help Desk Outsourcing?

To keep up with the increasing number of customers, companies tend to outsource their help desk services. This way customer continue to get seamless and good quality of assistance via these vendors and the company is also able to concentrate on its core business.

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What are Different Levels or Trier of Technical Help Desk?

A typical help desk department has a lot of agents working together. Different agents have different skill sets and are employed at different levels or tiers of technical help desk support. Tiers are set according to the complexity of the incoming call and the capability of the agent handling it. In general, there are 4 tiers.

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Tier 0

This is the first level of help desk where usually non-technical support regarding any query is provided. Agents dealing with the calls have very little technical knowledge but are trained to jot down the technical problem and then route the calls to the appropriate subordinates. These agents read out instructions from a script so as to provide the first level of technical assistance in an attempt to solve simple problems that a user may be facing.

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Tier 1

Technical agents working at this level receive calls from the agents at tier 0. At this level the technical problem is identified and troubleshooting is done. The agents handling these calls have enough technical knowledge so as to fix the simple problems. They are also provided with transcripts from which they read instructions. The unsolved problems are directed to the agents at tier 2 and tier 3.

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Tier 2

Unsolved and sometimes unidentified technical problems reach the agents working at tier 2 when the previous level agents have failed. The agents review the attempts that have been made to solve the problem and look for the nest solution. Jobs like system diagnostic, software patching, hardware testing is done by the agents at tier 3. The product is examined inside out and appropriate information is conducted over the phone to the caller. If the problem is still not identified, higher level technicians are approached.

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Tier 3

90% of the time, a problem is identified and solved at tier 2. But sometimes when the problem is severely complex and unique, agents at tier 3 get to work. These agents have good technical knowledge regarding the product the company is selling. They try to solve the problem at any cost before handing the issue over to the manufacturer or vendor for replacement purposes.

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Pros

It is a cheaper option to outsource than have your own in-house technical support department. A company cannot afford to invest its money whenever there is a demand for more technical resources. It is not considered a practical approach. By outsourcing its help desk and technical support services, company is ensuring that its customers support front is up to date, both in terms of technology and acumen.

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Cons

Involvement of third party sometimes loosens the grip of the company on its customer service department. Some clients are sensitive over such matters. Sometimes company has to hand over sensitive information regarding their clients or turn over certain sectors of its operations to the vendors. This can prove to be an issue in terms of confidentially.

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Conclusion

Help desk outsourcing can be a strategy in itself. If operated professionally, it can help a business to attain its required goals. Like everything else under sun, it has it setbacks as well. Companies should not get blindsided by these disadvantages. Rather, they should identify these obstacles, overcome them and ensure that their customers get the best help desk services.

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