A help desk provides support services for clients and employees. Help desks takes emails and inbound phone calls, addresses the concerns of contacts and tries to solve their problems. For example, if the employee’s computer is faulty or if the ordering system has issues, it is the job of the help desk to help the caller solve the problem. The primary focus of Help desks is on technical issues.
Several companies these days have chosen to rather outsource their help desk services. Outsourcing help desk has several advantages, some of which are:
Flexibility – You can now have 24-hour support!
Assuming your business runs on the traditional 9-to-5 time schedule, you will most likely not have employees that wouldwork in the help desk department during nonpeak hours. If your clients or other employees happen to call in for assistance after the peak hours, the calls will go to a voice mail, which can be frustrating for time-sensitive issues. This could make you lose some business!But if you hire help-desk workers who work from different time zones, you can be sure to provide 24-hour support from live representatives.
Cost Reduction – Pay Less
There are lots of companies that provide excellent outsourcing servicesat incredibly reduced rates. It would surprise you to know that what it could cost you to outsource your help-desk services to a team from one of these outsourcing companies in a year may be less than what it would cost you in a year, if you hired one in-house staff to do the same job. Outsourcing your help desk on contract basis saves you money on the employment benefits and other packages an in-house staff attracts. The office space, the telephony system and other equipment needed to provide a good help-desk service is another cost you would avoid if you outsourced your help-desk services.
Outsourcing makes Management Easier
Beside the stress it would save you interviewing and training your customer service representatives, a standard outsourcing company with good HR skills can ease management for you by both handling your Help Desk services and a great deal of your human resources. Help desk outsourcing companies have highly trained staff that is experienced in all aspects of help-desk management and customer relations. The third-party company can both recruit and hire employees, making the job easier for your human resources department. The company will also find a replacement, in case an employee leaves, saving you more in recruiting costs. The company also manages employees and effectively tracks the time worked, record missed days and addresses performance issues.
Increase your Profits
A company with an inadequate help desk creates customer dissatisfaction. Customers could call in at any time, and when they do, they want to speak to someone directly and immediately, and have their problems resolved as soon as possible. A well trained help desk that works 24 hourshelps you meet the client’s needs. Make your clients happy and they will stay with your company much longer and refer their friends and family to do more business with you, thereby increasing profits.
Daven Michaels is a New York Times Best Selling Author and CEO of premiere global outsourcing company, 123Employee. The company employs hundreds of young bright individuals on three continents. His International event, Beyond Marketing Live! inspires entrepreneurs build & grow their business with revolutionary new theories and systems allowing them to design the business and personal lifestyle of their dreams.