Gone are the times when the help desk was regarded as a convenience to business. Today, if any business owner is considering help desk as an easy way out, it is the biggest blunder one can do.
The help desk is an ultimate indicator of customer satisfaction for a brand. An organization that is looking to discrepate itself from the rivals, raise the sales number, and bolster its profit, would take help desk assistance quite seriously.
The unfortunate thing is that the companies that do take help desk sincerely are also not able to render it at an apex level. This happens a lot with small and medium-sized businesses. These organizations have limited resource that limits them in providing a first-string help desk assistance.
This is where outsourcing companies step in and fill the void. Outsourced help desk services are known to offer ace-level technical support to the customers. However, when looking to outsource the help desk, there are some roadblocks that should be considered along the way. But before we go through the challenges let’s take a quick glance at the benefits leveraged through outsourced help desk support:
Benefits of hiring a help desk vendor
When a company doesn’t have enough resources to hire and set up a satisfactory help desk on its own, there is only one resort; outsourcing. Now, the outsourced help desk is quite advantageous apart from being just a cost-effective strategy. Yes, you save a lot of money, but what else?
The biggest advantage is that you get direct access to the diligent experts who have immense knowledge and domain expertise. When you have a dedicated team ready at your disposal, the overall efficiency of your in-house staff increases phenomenally.
Points to remember while outsourcing help desk
So, seeing the above-mentioned benefits, you have decided that you will hand over the help desk to a competent vendor instead of doing it on your own. Now what? SMBs have reported a number of challenges that they face while outsourcing the help desk support. We have tried listing a few:
Dissent of objectives
There are various specialized service providers in the market. Not every outsourcing firm will comprehend your business objective. So, if a business is not keeping a strict check on the vision of the service vendor, there is a high chance that outsourcing will not yield out the expected results. This is why, as a business owner, you should always ensure that there is an alignment of your company’s objective with the service provider’s focus.
The paucity of explicit processes
One thing that most of the startups and SMBs lack is the clarity in defining their business processes. When the organization is itself not sure of what their business process’s requirements are, the service providers will surely be not of any benefit. Therefore, it becomes essential that while you are on a pursuit to hire the help desk services provider, you should first be clear of what your team’s responsibilities and what you expect from your vendor. This increases the chance of availing the expected output.
Vendor shouldn’t be on the other side
The market is filled with numerous service providers in the market. Some are extremely comfortable and competent in working with SMBs and startups, others are more centered to make business relations with big enterprises. Outsourcing is a big decision as it has the power to make or break your business comprehensively. So, make sure that the vendor you are thinking to delegate the help desk unit has a sound performance history of serving SMBs and startups. There shouldn’t be any conflict of interests.
Lack of risk handling experience
Outsourcing the help desk services means that you are ready to open up the crucial customer details to your vendor. An inefficient vendor can bring your company’s image down by panicking in emergency situations. At the time of crisis, the vendor should be able to offer uninterrupted assistance. Hence, it is quintessential that your vendor possesses that experience of handling the emergency situations with professionalism. This means that your vendor should have a business continuity plan that ensures nothing can put friction in the service deliverance process.