Outsourcing technical support can provide expertise and 24/7 customer support, but training and language barriers can lead to negative customer experiences. Companies must weigh the pros and cons before deciding.
Technical support outsourcing is the process of a company hiring resources outside the company structure to manage customer service and helpdesk support for its customers. This type of business process outsourcing has become increasingly popular in recent years as companies look for ways to minimize expenses while still taking care of their customers. There are several advantages and disadvantages associated with outsourcing technical support, making it necessary for any company considering this option to look closely at this option and determine whether it is the right course of action.
One of the benefits of outsourcing technical support is that it can provide customers with access to expertise that the company itself is not able to provide. This is especially true for small businesses that don’t have the resources to maintain technical support. By outsourcing the function to a partner who can help customers with technical issues related to hardware, software and various types of equipment, the company makes it possible for customers to get expert assistance and hopefully resolve any outstanding technical issues quickly and easily. .
Another benefit of outsourcing technical support relates to providing customer support outside of normal operating hours. When technical support is outsourced, it is often possible for customers to call at any time of the day or night, including weekends, and get the support they need. This is a useful benefit for gaining a competitive edge, especially if other companies offering the same type of goods or services don’t offer 24/7 customer help.
Along with the benefits, there are also some potential downsides to help desk outsourcing help. One of the main issues has to do with training. While the function is outsourced, the technical support partner’s performance still reflects directly on the company that contracted the services. This means that if technical support personnel are curt, rude, or unresponsive to a customer’s queries, the relationship with that customer could be permanently damaged. Differences in corporate cultures require that efforts be made to train representatives so that they know what type of response is considered appropriate for a given company’s clientele and avoid creating these negative situations.
Another potential downside to help desk outsourcing is the possibility of a language barrier. Companies across the world, particularly in the United States and the United Kingdom, have adopted technical support outsourcing as a means of keeping expenses within reason by utilizing outsourcing services based in Third World countries. This has led to situations where customers have difficulty understanding representatives who respond to their questions and vice versa. In the worst case scenario, this inability to communicate effectively can cause great frustration and some customers may seek out the services of a competitor known to use in-house resources to provide technical help and customer service.
Asset Smart.
Protect your devices with Threat Protection by NordVPN
