People may think that the help desk sourcing has a positive impact on the bottom line to save money. With the help of desktop sourcing, the "do-it-yourself" cost is low, mainly due to the size of different economies.
For example, because our tours operate extensively, they may pay suppliers less. For example, IT support providers negotiate better deals. Or, if they offer IT support with the customer's IT equipment and third-party services, these costs can be saved.
There will also be savings for the people. First, although your organization simply does not have access to support staff hired by an outsourced help desk provider, help desk agents manage many issues and customer requests. Second, where possible, savings that reduce workouts can be outsourced to reduce our labor bill - ideally without affecting service quality.
An additional cost-benefit to the customer is knowing what the value of IT support is for each month of a fixed price contract. In fact, there will be almost a cost difference to cover improvements and changes in services and service levels.
Beyond cost, there are many other help desk outsourcing rules. These include:
Increased Availability - Running 24/7 support service for your home support service is expensive. The use of an outsourced help desk provider provides the ability to use shared resources during off-peak hours, while the IT help desk always operates outside the main business hours.
Use of Best Practices - To sell your services, people outside the office must differentiate themselves based on quality and cost. In addition, best practices must be personalized, they also reduce costs.
Access to additional capacity - In addition to replacing existing customer service support capability, sub-operators also have the option to provide additional capacity that helps the IT organization maintain its customer responsibilities. This may be different types of IT or ITSM support in progress.
Access to additional technologies and skills - very simple in terms of costs, some roles and technical skills are difficult or difficult to recruit and retain in a competitive market. Thanks to the ability to "invoice" your employees to the accounts of various customers, the outsourced support service provider has a high pay rate and a high level of attraction for low-skilled people thanks to a variety of offers of employment. And education.
Service Level Agreement (SLAs) - Outsourcing of help desks can combine agreed service levels at the enterprise level and measure them at the transaction level. For example, internal helpdesks can be difficult to achieve rapid resolution and provisioning, but may not meet the agreed service level goals for different types of tickets. ట్ Provides outsourcing targets and monthly reports.
Increasing Geographic Support - If your business is global, there are two main options to reduce the language gap: 1. All employees must communicate with IT support staff in the language of the business (probably English) or 2. Local Provide different geographical areas for language speaking employees.
In addition, there is a third option that people need to volunteer so that technology can translate the conversation. Similar to the above availability benefits, the outsourced helpdesk provider is able to provide multilingual support at a lower cost - possibly using a shared data model.
Benchmarking capabilities - An external helpdesk provider is superior to an internal helpdesk for measuring performance against industry standards and benchmarks. In fact, the above SLAS set goals for the helpdesk such as industry benchmarks such as the first level of contact resolution, priority 1 resolution time, an average call waiting time.
For example, because our tours operate extensively, they may pay suppliers less. For example, IT support providers negotiate better deals. Or, if they offer IT support with the customer's IT equipment and third-party services, these costs can be saved.
There will also be savings for the people. First, although your organization simply does not have access to support staff hired by an outsourced help desk provider, help desk agents manage many issues and customer requests. Second, where possible, savings that reduce workouts can be outsourced to reduce our labor bill - ideally without affecting service quality.
An additional cost-benefit to the customer is knowing what the value of IT support is for each month of a fixed price contract. In fact, there will be almost a cost difference to cover improvements and changes in services and service levels.
Beyond cost, there are many other help desk outsourcing rules. These include:
Increased Availability - Running 24/7 support service for your home support service is expensive. The use of an outsourced help desk provider provides the ability to use shared resources during off-peak hours, while the IT help desk always operates outside the main business hours.
Use of Best Practices - To sell your services, people outside the office must differentiate themselves based on quality and cost. In addition, best practices must be personalized, they also reduce costs.
Access to additional capacity - In addition to replacing existing customer service support capability, sub-operators also have the option to provide additional capacity that helps the IT organization maintain its customer responsibilities. This may be different types of IT or ITSM support in progress.
Access to additional technologies and skills - very simple in terms of costs, some roles and technical skills are difficult or difficult to recruit and retain in a competitive market. Thanks to the ability to "invoice" your employees to the accounts of various customers, the outsourced support service provider has a high pay rate and a high level of attraction for low-skilled people thanks to a variety of offers of employment. And education.
Service Level Agreement (SLAs) - Outsourcing of help desks can combine agreed service levels at the enterprise level and measure them at the transaction level. For example, internal helpdesks can be difficult to achieve rapid resolution and provisioning, but may not meet the agreed service level goals for different types of tickets. ట్ Provides outsourcing targets and monthly reports.
Increasing Geographic Support - If your business is global, there are two main options to reduce the language gap: 1. All employees must communicate with IT support staff in the language of the business (probably English) or 2. Local Provide different geographical areas for language speaking employees.
In addition, there is a third option that people need to volunteer so that technology can translate the conversation. Similar to the above availability benefits, the outsourced helpdesk provider is able to provide multilingual support at a lower cost - possibly using a shared data model.
Benchmarking capabilities - An external helpdesk provider is superior to an internal helpdesk for measuring performance against industry standards and benchmarks. In fact, the above SLAS set goals for the helpdesk such as industry benchmarks such as the first level of contact resolution, priority 1 resolution time, an average call waiting time.
No comments:
Post a Comment