The Advantages of Contracting External Tech Support: A Comprehensive Guide

Are you aware that an increasing number of businesses, regardless of size, are opting to contract external tech support? Such support assists clients in resolving hardware issues, installing software, and addressing various technological problems. Still skeptical? Simply perform a swift internet search by entering “external technical support market” to uncover a wealth of data and statistics.

It’s clear that the demand for third-party IT helpdesk services is on the rise within the tech industry. This article presents you with 15 compelling reasons why contracting external tech support is becoming the preferred choice for progressive companies. Let's delve into the specifics.

1. Seasoned, Accredited, and Competent Teams

An IT support or helpdesk squad is composed of agents, engineers, developers, and advisors. These experts tackle both simple and complex matters relating to Information Technology (IT). Customer technical issues such as installing antivirus software, troubleshooting hardware, devising security systems, and managing networks are just some of the problems they deal with.

External entry-level support specialists assume various responsibilities in serving customers. They assist consumers with elementary technical queries, field customer phone calls, offer help, engage through messaging platforms, and collect feedback.

A considerable number of IT support representatives also possess expertise or proficiency in:

• Mac/Linux/Windows Operating Systems
• A range of IT helpdesk software tools
• Innovative thinking
• Organizational skills and attention to detail
• Robust analytical capabilities
• Effective listening skills
• Collaboration skills

When recruiting, a Business Process Outsourcing (BPO) company generally favors candidates with an IT-related educational background or prior technical employment experience. It looks for tech support candidates holding certification from respected companies or organizations, such as:

• Microsoft Certified Solutions Associate
• Cisco Certified Network Associate – Routing and Switching
• Certified Information Security Manager
• Certified Information Systems Security Professional
• Oracle Certified Professional, Java
• Certified Information Systems Auditor (CISA)

2. Highly Organized IT Team

External IT support teams can dramatically enhance productivity and service excellence. Your investment pays off when your outsourced IT team operates seamlessly. Typically, these teams have a three-tiered structure to ensure optimal service delivery.

• Tier 1 (T1) support: This level gathers client requests, investigates issues, and proposes solutions. T1 support can resolve roughly 75% of user technical problems using basic tools and know-how.
• Tier 2 (T2) support: Also termed as administrative level support, this tier handles the remaining 25% of technical issues that T1 cannot solve. T2 experts possess more advanced technical skills and have a wider understanding of products or services.
• Tier 3 (T3) support: If T2 cannot find a resolution, the issue is escalated to this tier. T3 experts are highly adept at managing intricate and challenging tasks and also assist other support levels in streamlining the resolution process.

3. Adept in Managing Technology Vendors

The tech support team from a BPO firm can efficiently handle vendor management tasks. These include selecting vendors, reviewing contracts, negotiating costs, mitigating risks, and supervising the delivery of services or products. With the BPO team managing vendor relations, your in-house staff can allocate time and effort to more vital business functions.

Regular communication to address vendors’ issues and concerns is a task that an external team can adeptly handle. They can ease your burden by dealing with the technicalities and streamlining processes.

Moreover, the BPO company can assist you in securing the best offers and services from vendors. It can evaluate and manage potential risks associated with transactions, including the security, efficiency, and dependability of the products or services being acquired.

The goal is to maintain a sustainable and efficient relationship with your IT vendors and suppliers. The BPO partner can fortify this relationship for the long term.

4. Diverse Pricing Structures

Another benefit of contracting external tech support is the availability of various pricing models to suit your needs. BPO providers typically offer four flexible pricing arrangements for the outsourced processes.

• Per-device Flat Fee: The service provider charges a fixed rate based on the number of devices (desktops, laptops, tablets, mobile phones) included.
• Monitoring Only: The provider offers alerting and network monitoring services for a set monthly fee.
• Per-user Fixed Fee: The pricing is determined by the number of users needing support, with a fixed fee per user.
• Ad Hoc Fees: This pay-as-you-go structure allows you to hire an external IT team only when needed, ideal if your dependency on technology is not constant.

5. Global Reach and Accessibility

One of the perks of using outsourced tech support is the provision of support services around the clock and through multiple channels. The external IT team is at the service of your customers 24/7, including holidays and weekends, utilizing various communication channels. This wide-ranging availability facilitates your business's global expansion.

The BPO partner can deliver uninterrupted customer engagement through mobile apps, emails, live chats, online forums, and social media. This multi-channel approach to tech support signifies that your business is prepared to cater to a global clientele at any time.

Providing uninterrupted support not only resolves technical issues efficiently but also opens doors to new revenue streams. This is how:

• Boosting Customer Loyalty: When customers know they can rely on your support, they are likely to stay with your brand, make repeat purchases, and even become advocates for your products or services.
• Penetrating New Markets: A worldwide support system means the globe is your market. This international presence unlocks incredible revenue and growth prospects, as your business is not restricted by geographical or local market demands.
• Access to a Multilingual Talent Pool: Outsourcing gives you access to a diverse range of experts who possess varied skills and language proficiencies. This can enhance the overall performance of your support team and enable you to offer support in multiple languages, further broadening your customer reach.

6. Access to Cutting-edge Technologies

Outsourced tech support is a critical strategy for availing the latest technology without breaking the bank. Moreover, the BPO provider ensures clients can utilize the pertinent tools, systems, applications, and platforms for optimizing workflows.

The external IT teams typically employ help desk software, which enables agents to efficiently manage customer requests. This software can monitor team performance, provide self-service options, manage call volumes, and reduce errors. It also helps in tracking and handling customer support tickets and offers knowledge base functionalities, ensuring accurate and prompt resolution of customer queries.

Additionally, many BPO providers harness cloud technologies, which enable integration of applications such as help desks, CRM software, and other call center solutions. This integration through cloud computing enhances efficiency, productivity, and customer service quality.

7. Lower Operating Costs

Outsourcing can significantly cut down operating expenses. When you delegate tech support tasks to an external entity, you save on various costs associated with maintaining an in-house support team, such as:

• Infrastructure and Equipment: This includes the cost of additional workspace, software, hardware, and other essential equipment.
• Salaries and Benefits: With an in-house team, you incur regular salaries and benefits, regardless of workload.
• Training: Keeping an in-house team up to date with technological advancements requires ongoing training, which can be costly.
• Recruitment: Hiring more team members entails costs like job postings, recruitment agencies, screening, interviews, and onboarding.

8. Focus on Core Business Functions

By outsourcing back-end operations like tech support, your in-house team can concentrate on primary business activities such as sales and revenue generation. Allocating non-core tasks to a BPO provider allows companies to invest more resources into enhancing the core aspects of the business, leading to:

• Development and launch of new products and services
• Rapid market expansion
• Improvement in the quality of products and services
• Enhanced customer service experiences
• Increased employee incentives

Maintaining a consistent revenue stream through focused efforts on core competencies can give your company a competitive edge.

9. Ensured Security and Regulatory Compliance

Data security is crucial, and outsourced tech support can help ensure your company meets security and compliance standards. BPO companies often store sensitive customer information in the cloud and employ state-of-the-art tech support software to ensure high-security standards across all platforms.

10. Flexible and Scalable Services

Outsourced tech support offers the flexibility to efficiently manage costs as per your business requirements. The BPO firm can scale its services up or down, depending on the need, without the hassles of hiring or laying off employees.

11. Cost-effective, High-Quality Service

BPO companies offer an array of services at competitive prices. They often operate in countries with a skilled and affordable workforce, enabling them to provide services at lower costs compared to developed countries.

12. Superior Customer Experience

Outsourced tech support enhances customer experiences through efficient issue resolution, increased retention, accessibility, and collecting valuable customer feedback.

13. Linguistic Diversity

Outsourced support services often include multilingual support, accommodating a wider customer base and catering to non-English speaking markets.

14. Accelerated Service Delivery

Quick and effective service delivery is another advantage of outsourced tech support. Speed combined with quality enhances customer satisfaction and can lead to increased referrals.

15. Remote and Hybrid Work Models

Outsourcing allows for remote or hybrid work arrangements, which are particularly beneficial in times of crises like pandemics. It facilitates quick responses to customer requests and can be integrated with an in-house IT team for seamless support services.

In Conclusion

This article elaborates on the reasons why outsourcing tech support is integral for achieving efficiency, speed, quality, and financial objectives. Selecting the right outsourcing partner is crucial, as it can either elevate your business or, if not done right, contribute to setbacks. Ultimately, it's about efficiently serving, satisfying, and retaining customers, and a proficient outsourced tech support team can be a powerful ally. If you would like to learn more about outsourcing tech support you can schedule a free call, no commitment with me here.