Outsourcing – it is still a viable proposition!
Business end users are benefiting from increased availability and diversity of applications and devices, driving increased expectations for technical support wherever and whenever they need it.
Better Financial Leverage
- That is because it can lower fixed costs and at the same time bolster return-on-investment.
- A known fixed cost.
- Improved NIPE (Net Income Per Employee).
- No Training costs – your company would not have to spend money on training its staff to learn and master the use of new software or even hire more professionals to do so.
- No recruitment costs, and the inherent management time involved in the recruitment process.
- If the facility is off-site, savings on office space and consumables can be made.
- No personnel management issues – enables a focus on business issues rather than people issues.
- Frees up time to spend on key competencies and applications, and focus more on the Customer – leaving the supplier to deal with office programmes, operating systems, and other non-core tasks/functions.
- No need to worry about the constant ‘churn’ of personnel – good suppliers will build this into the service.
- No worries about being able to provide career progression – the supplier will take care of this.
- No worries about cover for sickness and holidays.
- A business now need not fret about not having enough employees who are technically trained and skilled to carry out complex IT tasks and processes.
- You will be able to create a better customer experience – this is the business of an outsourcer who’s DNA is in Service provision
- Increased positive perception of the value of IT Services and the people who run it.
A company can move its help desk outside for many reasons. Help desk outsourcing can be a strategy in itself. On its own, it can help a business achieve specific and numerous targets or goals. But logically, the practice may also have its own set of setbacks.
For the ‘cons’, Service Desk outsourcing can possibly make a company lose its control over training, although it would stipulate what skills and competencies are required – it is up to the outsourcer to ensure its personnel have the required skills. The management may worry that the function may lose some nuances. It would also have to turnover specific parts of its operations to an external vendor, which can raise issues in terms of privacy and trading secrets, but with the right contract in place this shouldn’t be an issue.
Some companies express their worry that Service Desk outsourcing personnel may possibly lack concern for the consumers/customers. This logically is a serious concern because most clients are sensitive over such matter. If Service Desk representatives of the outsourcing vendor are not professional and polite enough, it can surely reflect not on the outsourcing firm but on the company that pays for the service.
Lastly, in a Service Desk outsourcing setup which is off-site, the company would have to get used to having remote personnel. The supplier can be operating in another country. As described above, there can be cultural differences that may show in the service. Businesses that prefer to keep its staff socially and culturally intact will also have inevitable issues with offshore outsourcing.
In many cases, companies are blindsided by the disadvantages, which should not turn businesses against Service Desk and Technical Support outsourcing. Through recognising such setbacks, obstacles to effective Service Desk outsourcing can be properly managed as well as overcome. It is still very much a viable proposition.
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