Everything You Need to Know About Tech Support Outsourcing


Providing your customers with timely and knowledgeable assistance is important to any organization since it shows how much you value and support each and every customer. However, a lot of companies are struggling to find the right combination of quality and price to fill tech support positions. This is where tech support outsourcing can play a crucial role for your business and provide you with a lot of value and a high return on investment. Today we will provide you with an overview of tech support and tell you the best way of choosing a company to set up your offshore team.

What is Tech Support Outsourcing?

Tech support outsourcing is setting up an offshore team of IT support professionals who will help you resolve customer issues and tickets thus taking the load off your internal teams. Here it should be noted that there are several levels of support you can outsource:

Level 1 – This is usually general user questions about how to use the product and may also include assistance resolving some basic technical issues.
Level 2 – If the issue is too complex to be handled by the Level 1 team, it will be escalated to level 2. Here the tech support agent will conduct a deeper analysis of the issue and try to find a solution.
Level 3 – This level will include professionals such as architects, engineers, and creators. They will look into the underlying causes of the issue and which may include analyzing the code.

What are the Benefits of Outsourcing Your Tech Support?

One of the biggest benefits of outsourcing your tech support is that it allows you to keep your IT and labor costs under control. Your offshore team will have the same knowledge and skills as your in-house team and you will be able to hire such professionals for a fraction of the cost of doing so in your local market. In addition to this, the outsourcing provider will also be responsible for the overhead costs such as renting office space, employee benefits, and training. Therefore, you are avoiding a lot of costs and getting increased value for the money you spend by setting up an offshore team.

It is also worth noting that tech support outsourcing can be beneficial, especially for startups and small businesses. The reason for this is because when companies are just starting out they usually don’t have the human resources to cover all of the bases. For this reason, internal employees will need to wear many hats. For example, you might have a developer having to answer basic support questions, which is certainly not a good use of their time. By outsourcing tech support, companies can free up their internal teams to focus on their core business functions.

How Do You Choose a Tech Support Outsourcing Provider?

When evaluating outsourcing providers, there are several things you should be on the lookout for besides the price. Take a close look at their experience and key support metrics such as CSAT and FCR. Ask them about case studies and how they were able to solve complex tech support issues. Another thing to consider is whether they have enough people already on staff and how long it would take them to recruit agents with the necessary level of expertise. An experienced outsourcing provider will be able to show you the many different channels they use for recruiting and possible timeframes for putting your team together.

Finally, be sure that the outsourcing company is able to give you the personalized approach you need. While companies may have certain plans they may offer, ultimately, each company has its own unique needs and it is very important that the service provider understands those needs and can come up with an actualization plan to meet those needs.

Trust Pexly With All of Your Tech Support Outsourcing Needs

Providing your customers with the needed levels of tech support is one of the most important aspects of your overall support services and should not be trusted by simply any service provider. Pexly has more than eight years of experience in actualizing tech support projects of various sizes and complexities and we can offer you a solution based on your specific needs. Contact us today to learn more about how we can help you.

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