06:53
Faizan
As companies grow, so does their customer base. As new products are designed and released, questions begin to arise from their ever expanding customer base, and soon the company can be faced with the daunting task of answering phone calls 24/7. To help ease some of this pressure on in-house tech support it is often useful to use an outsourced help desk. Below are a few examples and differences on why or when hiring an outsourced help desk may be beneficial for a company.
Costs
In-House Help Desk
In-House help desks are often employees that have been trained through the company on all of their services and offerings, and are fully capable of answering any question that a customer has about a product or service. These questions can sometimes congest the phone lines, creating delays and hang-ups, leading to customer dissatisfaction and potential client loss in the long term.
Outsourced Help Desk
An outsourced help desk can be a cost effective solution for a company when it is facing the multitude of questions when a company is expanding its services.
Should we rent more office space?
Should we build our own offices?
How much is it going to cost to hire and train new workers?
These are all questions that a company looking to maintain an in-house help desk must ask themselves. When a company decides to outsource their help desk tech support, the company does not need to worry about these questions, as the outsourced help desk company already has its own offices and employees, and quality outsourced help desk companies will even train their staff on a clients' products and services, eliminating the need and costs to go through the hiring process of new in-house staff.
Expertise
In-House Help Desk
The in-house help desk is expected to know everything about the company they represent and speak for, and they should. As a company begins to grow however, they will become more focused on those products that are more relevant and will need their help, ie new products and services, leading to a more targeted area of knowledge.
Costs
In-House Help Desk
In-House help desks are often employees that have been trained through the company on all of their services and offerings, and are fully capable of answering any question that a customer has about a product or service. These questions can sometimes congest the phone lines, creating delays and hang-ups, leading to customer dissatisfaction and potential client loss in the long term.
Outsourced Help Desk
An outsourced help desk can be a cost effective solution for a company when it is facing the multitude of questions when a company is expanding its services.
Should we rent more office space?
Should we build our own offices?
How much is it going to cost to hire and train new workers?
These are all questions that a company looking to maintain an in-house help desk must ask themselves. When a company decides to outsource their help desk tech support, the company does not need to worry about these questions, as the outsourced help desk company already has its own offices and employees, and quality outsourced help desk companies will even train their staff on a clients' products and services, eliminating the need and costs to go through the hiring process of new in-house staff.
Expertise
In-House Help Desk
The in-house help desk is expected to know everything about the company they represent and speak for, and they should. As a company begins to grow however, they will become more focused on those products that are more relevant and will need their help, ie new products and services, leading to a more targeted area of knowledge.
Posted in: business
