Given the rising costs of hiring in-house tech support agents, more and more companies are turning to outsource to fill the needed positions. However, given the rise in popularity, there are a lot of myths swirling around tech support outsourcing and we would like to take the time to clear them up. Let’s get right into the first one.
Cheaper is Better
While cost savings are one of the biggest advantages you get with outsourcing, that does not mean that you should simply hire the cheapest service provider. Remember, you get what you pay for. Companies that offer a suspiciously low rate will almost definitely try to skimp on something which will cause a lower level of satisfaction among your customers. Instead, try to find the right balance of price and quality. You want to find a service provider with lots of experience and who has the necessary human resources available to actualize your project. While this may cost a bit more, such an approach will pay off big time in the long run.
Outsourcing Means Relinquishing Control
When you hand off certain functions and responsibilities to a service provider, some companies believe that this requires them to give up control over all processes. This is simply not the case. Think of your offshore team as an extension of the team you currently have in-house. All of the instructions you give to your internal employees can also apply to your offshore team if you wish. Also, the most reputable outsourcing providers will have a team lead who will have their finger on the pulse of what’s going on inside your team and will constantly keep you abreast of any developments or problems that may arise. This way you are always in the loop and can make any changes if needed.
In-house Teams Can Better Help Your Decrease Response Time
This is a myth that is prevalent among many companies and we are not sure exactly why people might think this may be the case. The reality of the situation is that the employees that comprise your internal company will have the same training and skill set that your internal team does and we will be able to perform their job just as well, if not better than your in-house employees. It is also worth pointing out that, thanks to the cost savings, you will be able to hire a number of qualified employees, thus allowing you to increase the number of agents servicing all of the communication channels, which will lead to quicker response time.
Cost Savings is the Only Reason to Outsource
We already talked about possible cost reductions, but this is by far not the only reason to outsource your tech support. Hiring an outsourcing provider can improve your company’s efficiency since you will be able to unload various tedious and time-consuming tasks onto their agents, thus allowing you to focus on your core business functions. For example, you can assign the service provider to handle your Tier 1-3 support calls, while allowing your internal teams to focus on development work and other high-level tasks.
Outsourcing is for Fortune 500 Companies
Companies have the notion that outsourcing is for large companies because so many of them do, in fact, outsource tech support. However, even startups and small businesses can get all of the advantages offered by outsourcing. In fact, a lot of times startups are operating with limited human resources, causing people to perform many different functions. By outsourcing your tech support, you can free up your developers or even executives from having to answer basic customer inquiries.
Trust Pexly With All of Your Tech Support Outsourcing Needs
Pexly offers comprehensive tech support outsourcing solutions that are catered to the needs of every specific company. Given our eight years of experience, we know what it takes to assemble a team that will deliver the needed quality and results your business is looking for. Contact us today to learn more about how we can help you.
While outsourcing tech support is certainly becoming more popular, there seem to be some myths swirling around this topic. Today we would like to use our extensive experience in the outsourcing area to bust some of the most common myths surrounding tech support outsourcing.