The strategic advantage of outsourcing your IT service desk


Fast-growing tech companies are in a fierce race for jobs. The changing world of production, mergers and acquisitions and digital transformation is changing the landscape. There can be no babbling. You are putting pressure on your team to fly high and you cannot risk a game on weak ground. However, providing one of the critical IT elements - a high-performance IT service center to meet employee needs - is becoming increasingly difficult in today's environment, where growth, disruption and competition consume resources.


There is no downtime in this game. Downtime is expensive: the Ponemon Institute costs an average of $ 5,600 per minute, and an IHS study has estimated the cost to American businesses at $ 700 billion. dollars a year for computer problems.

IT downtime doesn't just affect your bottom line, it's a drag on employee morale. Today, many people recognize that user satisfaction and an effortless experience are the new measures of success, and the factors that hinder the experience of their employees can reduce loyalty and commitment.

Outsourcing the IT Service Desk (ITSD) function reduces IT downtime costs, improves the employee experience, and makes your staff more efficient and innovative. The right third-party supplier becomes a trusted partner, providing continuous service to your employees, whose IT no longer needs to languish in purgatory.

Its outsourced helpdesk delivers correctly the first time, improving First Call Resolution (FCR), strengthening the credibility of the entire department, and instilling confidence in employees.

When looking to outsource their service center, growing companies want a partner with experienced and trained agents and the expertise to rapidly deploy. For example, Genesys approached TELUS International as it prepared to integrate a new acquisition; They needed to update an ITSD to double their IT support for extended operations and control costs.

We had two assets to achieve this: a global force of more than 28,000 front-line agents with an average duration of 2.5 years, as well as a proven roadmap to install the Genesys service desk in just 25 days.


Established technology service center enables faster adoption of new technologies
Even the companies that lead the digital transformation in the market may not have the resources to carry out these transformations internally. However, the right subcontractor has already invested in building a technology center that offers the latest resources to solve employees' IT problems.

For example, if you're thinking about diving into the water of artificial intelligence (AI), bring a third-party ITSD that is fully immersed in the effectiveness of AI (automating routine tasks like resetting passwords) , for example) and savings. To go further, a third party with an AI-compatible ITSD can take advantage of the advantages of machine learning and human + AI parameters to create an increasingly efficient service.

Similarly, a subcontractor offers established channels between the channels to meet internal IT needs thanks to omnichannel support. TELUS International balanced the ITIL practices developed based on the effectiveness of case management and the integrated ability to integrate across multiple channels, including issues, telephone, email, chat, self-service mobile, live video and kiosks.






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