7 Things to Consider When Deciding to Outsource Technical Support

Outsourcing services have been in use for a long time due to their numerous benefits, regardless of the particular organization’s size, industry and job requirements.
Before, the decision to outsource was primarily to save on operational expenses. But, today, it is in high demand because it helps businesses function more effectively without the need to source new talent. Outsourced services such as technical support have the skills needed to fulfill associated business needs without the complexities of building your own in-house technical support team.
However, before you outsource your technical support, remember that it is a critical decision that needs plenty of time and research for proper consideration. Here are some important things to keep in mind:

1. Physical Requirements

Outsourcing will work if there is no need to have people physically present on-site. To connect network appliances or to troubleshoot cables, routers or any other hardware, you would probably need a technical person to be at your office or wherever the problem might be.

2. Availability of Qualified Personnel

There are some areas where there are insufficient programmers or web developers, which is completely understandable and relatively common. In most instances, you will need a technically skilled person to fit the job description. If there is a shortage of candidates, that leaves you with little choice but to consider outsourcing the work as an option.

3. Quality of Talent

Relative to the availability of staff, quality of talent can also be a concern. Once a company has decided to outsource, they can “shop” around for the best talent available from a much wider range of options as they are no longer limited to the local talent pool.

4. 24/7 Benefits

Having an outsourced technical support team, depending on the terms of your specific contract, can mean that 24 hour support is available to you. Particularly if the outsourced company is based in another country, chances are that they will be available to complete tasks during non-office hours. This implies that when outsourcing tasks are assigned at the end of the working day, they can be completed before the start of the next working day so that no time is wasted.

5. Communications

Distance is no longer an issue with communications via online means. Online conference calls and video calls can be utilized for meetings and discussion of any issues, problems, or concerns. This method of communication can be carried out seamlessly, almost as if the participants of the conversation were all in the same room.

6. Resources

With in-house technical teams, there is a need for office space and equipment, which increases the overhead costs of the company. When you outsource tasks, the technical team uses their own space and equipment, shouldering the operating cost of supporting an in-house department.

7. Company’s Core Tasks

When technical jobs are outsourced, the company can focus on their core functions. Since these functions actually generate revenue, the company can become more effective, concentrating only on the various operations that help build the company (ie. Sales, marketing, HR, production, etc).
Nowadays, even logistics and order fulfillment tasks are being outsourced by major companies. The tasks may initiate as part of the business’ operations but once outsourced, they become secondary concerns, no longer requiring significant attention or the allocation of valuable company resources. This way, other primary operational functions can be focused on instead.
Keep these points in mind when considering technical support outsourcing because if you do it right, it could be the one of the best decisions you make for your company. Be sure that your evaluation efforts lead you to contract the right team that is a good fit for your business needs.

James Patterson
James Patterson

James Patterson, Head of Business Development, Global Corporate Clients joined transcosmos in 2007. He oversees business development and sales and marketing initiatives throughout the EMEA and APAC regions for transcosmos IT and Customer Support Services, managing a team of sales professionals and consultants in these territories. James fully understands and supports the requirements and challenges of complex IT Support and Customer Service environments, having guided an array of large organizations through the consultative process of developing complex solutions to fit the customer’s needs. Previous to transcosmos, James was a regional Sales Manager in the Health and Leisure Industry winning many awards for exceeding sales targets and being innovative.

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