How Help desk Outsourcing is Good For Business


We are a small MSP with less than 10 technicians, with more than 20 clients and we want to develop ourselves. We use a hierarchical system in which we do our best to resolve a call on the spot, and our customers have become accustomed to it. We have recently continued the process of transferring our clients to third party technical support. It's still in the beginning, so I just saw a ticket sent and resolved by them. Apparently, that customer should be using them, but they're calling us directly anyway, which may or may not be a good sign.



I read enough here to get an idea that this specific technical support (which I won't mention) may not be very good and that it does raise some concerns about the change. When I arrived, they told me that our selling point is that we have a very close relationship with our customers, which sets us apart from larger MSPs that consider them only numbers. This decision seems to lose our main attraction, our point of sale.



On the other hand, I see that it is an advantage if a team handles failure / repair issues when managing complex and local administrative tasks, since I would personally work with Windows Server, AD and write scripts. as fast as possible. It also seems to be a necessity if we want to expand our business and not be overwhelmed by countless calls.



I recently joined the team and was recently responsible for helping with the transition. Above all, he wanted to know what he could do, in addition to providing the requested documentation, to try to make things work. I realize that the new guy expressing his doubts will not be very useful, especially if I am not aware of the value of the purchase that we have already invested in the change. So I think the best way to verify if it will work or not is by hiring and integrating some clients into third party technical support so that we can get feedback and see their work.



The other thing I would like to know is the red flags to be seen and mentioned in technical meetings that show that we should consider leaving the ship or using third party technical support that needs to be corrected. There is also the question of what would be the most diplomatic way to get these customers to call the technical support extension directly. We cannot exclude our own direct extension, as most of our customers are not yet integrated. However, it would make no sense to pay for this third-party technical support and we ended up resolving the first call.



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