Article published by : Nick Anderson on Wednesday, August 02, 2017 - Viewed 433 times

Category : Customer Service

4 benefits of help desk outsourcing?

40% of help desk positions in the banking industry are held by help desk outsourcing services. Around 55% of customers are likely to get attracted towards excellent customer service. 85% of the customers are ready to pay more for upgraded help desk experience. Outsourcing cost success rate for help desk is 74%.
(Source: credit donkey, computer economics)

Above statistics indicate help desk outsourcing market is growing higher at a CAGR of more than 6% during the year 2016 to 2020. Help desk services are responsible for providing consumers with excellent technical support in their time of need. Unfortunately many organizations’ budget do not allow them to have an in-house help desk solution to support customers. This is the prime reason why help desk outsourcing is considered.

Following are the 4 mind blowing benefits achieved by help desk outsourcing:

Availability- No organization is able to provide 24x7 help desk support with an in-house team. Help desk outsourcing services has dedicated team of experts working in different shifts to deliver 24x7 support to the end consumers. Having no help desk support in place after working hours can lead to frustrated customers, increased complaints, and customer retention.

Expertise- In-house support representatives may lack the knowledge or experience to bring all calls to a resolution. Help desk outsourcing services has all the necessary expertise delivering excellent solutions to the customers. These experts deliver better call management and skills with your service level objectives in mind.

Response time- Help desk services include taking control of a computer or account without physically being at that location. It saves labor, transportation and material and allows faster response time to detect and troubleshoot problems. With latest technologies, it has become easy for help desk services to cut down response time by immediate dispatch.

Cost- Now that’s the core reason any organization hires outsourced services. Help desk outsourcing decreases the cost of labor, technologies, tools and customer losses. Poor help desk can turn into poor brand loyalty that can directly lead to permanent loss of customers.

Investing in help desk services, not only saves organization’s money but also creates time to invest in clients and employees.

Suma Soft is one of the top 10 help desk services providing the client with a single-point-of-contact. Our services offer:
100% call recording
Detailed MIS and reporting system implemented with key SLAs
First-call resolution rate of calls increased to over 75%
Overall cost-reduction by 50%

By: Nick Anderson

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