Top 7 Help Desk Outsourcers & Outsourcing Companies

Outsourcing is an accepted way of doing business in the United States. It can save companies both big and small a boat load of cash over an extended period of time. Help Desk support is one of the most commonly outsourced areas within in an organization. But that doesn’t mean it’s a perfect solution.

PROS

Focus On Your Core Business

Outsourcing your Help Desk means not forcing your employees to wear every hat but the one you hired them for. It’s just not pratical or smart business to use employees to handle your support desk and manage their primary work assignments.

Read More: Top 5 Business Process Outsourcing Companies

Outsourcing, allows you and your employees to focus on the areas of your business you want to expand and increase revenue.

No Holiday Staff Shortages

An outsourced team means you will never have a problem with being short staffed because of holidays, vacations or illness. The vendor has the ability to increase staff quickly and efficiently. This means no down time or loss of revenue.

Hey, if a giant snow storms shuts your city down and your employees can’t make it into work. It’s a good feeling knowing that your Help Desk is still operating at peak performance. Your outsourced team can operate 24 hours a day if necessary.

Cost Savings

It can’t be stressed enough. Choosing to outsource your Help Desk saves you money. Although the savings are realized over time, there’s no denying the huge benefits of not having to pay employee taxes, health and retirement and paid vacations for dozens of extra employees.

Expert Help Desk Vendors

A vendor that specializes in the area of Help Desk support can train and make changes faster than your in house staff. This is particulary true if Help Desk support is not an area you or your staff have had an extensive background in running.

Vendors in this area have the technology and experience to deal with changes and other needs.

Read More: Top 10 Best Help Desk Software Vendors for Your Small Business

CONS

Company Reputation Can Be Damaged

Poor Help Desk staff is a direct reflection on the company they represent. If a vendor has a staff that is not very interested in maintaining and providing a good customer experience. This can damage the image of a company or brand. It can end up costing a company a substantial amount of money to fix an image problem after the fact.

Training Problems

A vendor’s training methods may not fit well with your company. Some organizations are a little uncomfortable allowing a third party to manage the training process. They fear that the vendor may not be able to fully grasp certain concepts.

Cultural Issues

Many times a customer’s first experience with a company will be the Help Desk. In situations where staff is offshore, there can be problems with language barriers.

Typically heavy accents can be frustrating to customers who may already be annoyed by a product or service that is not operating properly. Dealing with someone they can barely understand can be a major problem for an organization using offshore vendors.

Offshore Vendors Can Be Difficult To Communicate With

Even with the internet and email, time diffrences can be a major problem when management needs information or some kind of assistance from the vendor. It may takes hours instead of minutes to recieve an answer about a particular concern.

There is no doubt that outsourcing can be challenging. But, if you take the time to create a plan to manage the outsourcing process, you’ll find that even the most challenging areas can be dealt with efficiently.

But you have to be willing to take each area of concern, sit down with your staff and come up with potential problems and solutions for each.

That’s not to say that you won’t have any problems. What you will have is a plan in place to deal with each problem as they arise. So instead of wasting time and resources trying to figure out what to do at the last minute, you will already have a list of possible solutions to draw from.

Read More: Top 20 Best Help Desk System Software For Small Business

Finally, having clear and consise goals communicated to your vendor right from the start, can really help to reduce or in some cases eliminate any potential problems.

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Top 7 Help Desk Outsourcers & Outsourcing Companies:

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ScienceSoft

In the IT market for 30 years, ScienceSoft has been providing outsourced help desk and application and infrastructure support services since 2007. ScienceSoft’s support team is ready to take over L1-L3 support in the companies across such industries as healthcare, retail, banking, manufacturing, telecoms, IT and more.

DATAPRISE

Dataprise IT help desk support services are comprised of certified US-based IT professionals. Click to begin using our help desk support via phone, email, web or chat.

CANVASIT

Canvas IT is a leader in service desk outsourcing and tailored solutions supporting mid market organizations. We offer after hours Service desk help.

BUCHANAN

Buchanan’s solutions include an after-hours only, a weekend only, or a 24/7 x 365 day a year solution with service level agreements that calls will be answered and dealt with accordingly. In addition, you will also want a provider that either has an in-house ticketing tool or will use your organization’s ticketing tool.

GHDSI

Global Help Desk Services provides help desk outsourcing services. That is 100% of our focus. Your outsourced help desk will give you the freedom to focus on your core competencies while saving you time and money and providing world-class support.

TELUSINTERNATIONAL

Discover TELUS International – a customer experience innovator that designs, builds and delivers next-gen digital solutions for global and disruptive brands.

31WEST

US Based Call Center Outsourcing – 31West is one of the top call center outsourcing companies in the USA. Our contact center helps businesses enhance customer experience, increase revenue, build customer loyalty with superior support at lower costs. 24/7 call center outsourcing services. Request a Quote Today!

CGSINC

A help desk team is the human face of your company’s support system. To keep your company running smoothly and efficiently, your support team must be highly professional and competent. CGS agents are experts at tier1-3 and issue resolution for POS systems, hardware troubleshooting, software and custom application support. Our teams are problem-solvers, not script-readers, and possess the knowledge and skills to handle your employees’ changing technology needs.