Technology has grown rapidly in the past decade, causing significant changes in how businesses operate and interact with customers. Today, companies are using advanced tech like artificial intelligence, cloud computing, big data, and the Internet of Things to stay competitive.
Statistics show that 94% of major companies worldwide are utilizing cloud computing in their business operations, while 80% of SMEs have cyber security software packages in place. In the US alone, the tech sector contributed nearly US $2 trillion to the country’s overall gross domestic product (GDP) in 2022.
As everyone depends on technology, managing it can be challenging, especially without the right expertise. That's where outsourcing tech support can help. Outsourcing business processes, including tech support, can boost efficiency and save time for core activities. It's a cost-effective strategy embraced across industries.
Are you curious about tech support outsourcing and its benefits? Keep reading to explore more with our informative infographic!
What Is Outsourced Technical Support?
Outsourcing technical support means partnering with a third-party service provider specializing in technical support or customer service. This support can be provided through automated software or by a call center that handles tech-related questions from your customers.
These third-party providers are experts in customer care, which is a big advantage for your business. By outsourcing, your company can save money and offer high-quality customer service. Additionally, your employees can focus on other important tasks instead of spending time on technical support.
Common Outsourcing Technical Support Services
- Remote Support for Installations
- Device Configurations
- System Monitoring
- Troubleshooting of Hardware and Software Issues
When Should You Outsource Technical Support?
No matter the line of business, every company encounters technical work in its operations. If this is a frequent occurrence in your enterprise, you may want to look into tech support outsourcing companies for assistance. Below are other reasons for your business to consider outsourcing:
Your IT Team is overloaded.
If your business has slow support response, unremedied client concerns, or recurring security issues, there may be a problem with the IT department. While it doesn’t necessarily mean they’re not doing their jobs, it could indicate they’re overloaded and struggling to maintain good service. Outsourcing IT services to work with your internal team can help bring more expert hands to finish tech tasks faster and more effectively, eventually resulting in productive and stress-free employees.
You want to get ahead of your competitors.
Working with an outsourced IT company gives you access to advanced solutions that most big businesses have in your industry, putting you ahead of your competitors. You get less downtime, cutting-edge technology, and a faster support system.
You need to upgrade your cybersecurity.
Not having the latest security system puts your business at risk for cyberattacks. These can cause your company to lose valuable work and even leak sensitive information from clients, tarnishing your reputation in the field.
By outsourcing IT services, you’ll get professionals with the skills and expertise to protect your network from security threats. They can also monitor your hardware and software assets, identifying and stopping any dangers that may affect your system.
You need to expand your service.
Managing an internal IT department requires more time and effort if your business expands. As such, you’ll need to hire more people and procure additional supplies that can adapt to your company's changes. With outsourced IT support, scaling your operations becomes easier since they already have the people, resources, and tools that fit your business’s needs.
You need to focus on running your business.
If you constantly tackle IT issues with your employees, you might not have much time to attend to the things that need to be prioritized at work. If left unattended, these can incur huge losses. Using outsourced technical support can give you and your employees peace of mind. It can take the stress out of managing your office's technology needs and allow you to focus on more significant tasks.
Six Key Benefits of Outsourcing Tech Support for Your Business
Your business’ success depends on how efficient, reliable, and future-proof your company’s technologies are. Outsourcing technical support can provide that and more! Here are a few more perks you can expect:
1. Reduced Operational Costs
Often, businesses outsource technical support to overseas countries with lower costs of living than their own. This helps companies save up to 70% more than hiring in-house employees. Outsourcing a technical support team can also enable you to pass on the recruitment, hiring, training, and management processes, letting you focus on other core aspects of your company.
2. Round-the-Clock Support
When you provide services for customers worldwide, they would want assistance at a convenient time for them. With an in-house tech team that strictly works 9-to-5 under a single time zone, you risk being unable to serve international clients.
When you outsource, you guarantee your clients can get the assistance they need anytime. You’ll have partner agents working in rotating shifts or distributed in different time zones so they can provide excellent customer service without missing a beat.
3. Cutting-Edge Technology Access
Most tech support outsourcing companies require regular training with their employees on new practices and technology. Outsourcing expert companies in this field gives you access to the best technology that fits your business needs.
4. Trustworthy Service
With an outsourced technical support team, you can be sure to receive reliable advice and transparent service for all your IT-related business needs. Establishing a solid relationship with your outsourcing partner is important, as they can provide top-notch customer service on your behalf. This is all while sharing their expert knowledge on tech that can help run your business seamlessly.
5. Less Downtime
Outsourcing professional IT personnel reduces waiting time for troubleshooting and fixing other tech problems within your organization, allowing you to continue to work efficiently and easily. A serviced IT provider can also support your clients’ tech needs remotely, guaranteeing expert assistance at all times.
6. Proactive Support
Outsourced IT companies can offer both reactive and proactive support. Proactive support detects tech problems early on, enabling your business to operate smoothly without hurdles that might affect your overall performance in the long run. As for reactive assistance, a good outsourced team can fix any IT issues without disrupting your business process.
Factors to Consider When Outsourcing Tech Support
An important part of growing a business is choosing the right partners to grow along with. That is why it’s crucial to have a list of qualities to look for in a tech support outsourcing vendor. Below are some to keep in mind:
Price of the Service
Before deciding on a technical support outsourcing vendor, compare the prices of each provider's services. Ask for a complete breakdown to avoid hidden charges. Once transparency is established, lay out all your options and select the one that offers the best bang for your buck.
Legal and Data Security
When entering into discussions and negotiations, understand the vendor’s data compliance and legal agreements. The tech support outsourcing company should have high-end security standards to ensure your business’ and customers’ data are protected and safe.
Communication Levels
Your outsourcing partner should also be open and responsive to your in-house team. They should be reachable through call, email, and chat whenever an issue arises. If not, you need to align with them.
Experience and Expertise
Experience is just as important as expertise when it comes to handling projects. When choosing an outsourcing partner for tech support, the more experience they have, the more they have witnessed market challenges and effectively addressed clients’ issues. Experience builds their expertise, and you would want that for the steady growth of your company.
Technology and Infrastructure
Your technical support outsourcing vendor should have enhanced technological capabilities and the latest infrastructure to deliver high-quality services to your business. Their tech and infrastructure will determine the quality of service you can provide your clients and your in-house departments. Ideally, your outsourcing provider should have solid backup plans to ensure contingency in operations, no matter the hurdle.
Business Needs and Limitations
As with other aspects of managing a company, you also want to approach your business tech support outsourcing strategically. Assess your business needs and limitations to help you get started. You can try using the SWOT (strength, weakness, opportunities, and threats) analysis before exploring technical support outsourcing companies. It’ll help you finalize the tasks you need to outsource.
Get a Solid Support System for Your Company
Outsourced tech support has helped countless businesses grow and reach their targets for many years. Right now is the best time to consider it. Technology will only continue to dominate every industry out there, so outsourcing a tech support group will help run your business in terms of saving cost, time, and effort.
If you’re looking for a business process outsourcing (BPO) company that can provide highly skilled and competent tech support agents, choose Select VoiceCom! We are call center partner in the Philippines known to deliver professional and affordable services to companies that prefer to outsource their ancillary functions. Contact us today to learn more about tech support outsourcing in the Philippines!
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