Advantages and Disadvantages of Outsourcing Help Desk

Relocating business operation to other country and subcontracting business activities to independent third party providers are now common practices in the marketplace. More and more companies are taking advantage of outsourcing as one of the most effective business strategies. Outsourcing is the process of hiring third party companies to do the non-core activities of the business. It is when company owners transfer some of the operational responsibilities of their businesses to others. Some of these non-core business functions that are usually outsourced are customer service, finance and accounting services, web design, SEO or search engine optimization, moderation services, and help desk support.

There are a lot of outsourcing providers from developing countries that offer outsourcing help desk support. This business activity is one of the most widely utilized forms of outsourcing. Most of applications and solutions that are being used by consumers these days are based on the internet. These are not usually available in-house, so more and more companies are relocating the help desk support of their businesses to third party experts in order to take advantage of available resources.

Although outsourcing is already part of the business market trend, it is still important that companies know its pros and cons. It is a common knowledge that the manner and quality of customer support have a big impact in determining the level of fulfillment and relativity of the customers to the company. Outsourcing of help desk services should be considered accordingly. Business owners must take into consideration some necessary aspects related to help desk support before outsourcing in order to properly set goals and objectives.

Possible Disadvantages when Companies Outsource Help Desk Services

• Incompetent outsourcing provider. This will result in more consequences than advantages for companies. Hiring companies with inconsistent services would just waste the time, money, and effort of the business. The failure to resolve critical issues of customers can do irreparable harm to the company, which may result in lower customer satisfaction and retention. In the long run, this could negatively affect the business profile and revenue.

• Communication barrier. When there is a problem in communication, most likely the result of the services are not good. When your staff members have thick accents that are difficult to understand, their skills and knowledge will be of no use. Talking to someone that speaks a foreign language and cannot communicate effectively can be frustrating for customers. They might end up unsatisfied and worst, discouraged from using the services of your company.

• Cultural differences. This aspect could affect business relationship. This issue can also pose as a problem when it comes to customer relativity to your business.

Advantages of Outsourcing Help Desk

• Improves the productivity of both the management and the levels of rank and files.

• Helps companies to achieve the goals and objectives set by the business and the necessary selections which is vital for the realization of success.

• Opportunity to tap into a vast pool of talent relevant to the needs and requirements of the industry where the business operates.