August 19, 2024
What’s New in Outsourcing Help Desk Services for Managed Service Providers
Joan Fernan
Joan is a content writer for STAFFVIRTUAL, with a rich background in SEO content writing since 2019....
Businesses are going digital faster than ever. Many are transitioning due to the hybrid work and global teams demanding 24/7 support. But, keeping an in-house help desk staff is expensive and time-consuming.
A 2021 Gartner survey showed that 64% of IT executives see the tech talent shortage as the biggest challenge to implementing new technologies. Help desk jobs are in high demand as a result of this problem, which affects various IT roles. Robert Half’s 2024 Salary Guide confirms this. No wonder outsourcing IT support is booming for Managed Service Providers.
The benefits of MSP Help Desk Outsource extend far beyond theory. It’s a practical solution that can save money, provide access to experts, and ensure 24/7 support. The industry is also seeing some exciting trends. These developments are transforming how help desks operate. Thus, it’s important for you to keep up with these innovations.
To understand these changes more, let’s delve into the latest trends in the outsourcing help desk industry. We’ll explore innovations and advancements in help desk technologies. Continue reading to learn more about how all of these could impact your MSP business.
Why Help Desk Outsourcing Is Growing
The demand for outsourced help desk services amongst managed service providers is surging. On that note, it’s for good reason. The help desk outsourcing market will see significant growth by 2031. Several key factors influence this trend:
- Cost-Saving Opportunities
In-house help desks come with a hefty price tag. Staffing, training, infrastructure, and software can drain resources. Outsourcing allows you to invest those resources into core competencies and growth initiatives.
- Access to Expertise
The IT talent shortage is evident, and help desk roles are a prime target. You will have access to a larger talent pool with skills across various technologies. It lets you link experts to your customers without managing an in-house staff. Plus, they use advanced tools to optimize service delivery. This results in a faster and higher resolution rate.
- Scalability Challenges
Scalability is another crucial factor driving the growth of help desk outsourcing. In-house support can be difficult to scale in response to changing business demands. Outsourcing provides a flexible solution that can easily adapt to varying support volumes. Whether you need to ramp up or scale down, your outsourcing partner can adjust their services accordingly.
- COVID-19
The impact of COVID-19 has also played a role. The pandemic highlighted the need for flexible and scalable IT solutions. Thus, pushing businesses towards remote work models and increased reliance on technology. Outsourcing help desk services empower you to adapt to changing demands. You can deliver support in dynamic environments.
More Proof that Help Desk Outsourcing Cuts Costs for Market Service Providers
If you’re looking for ways to cut costs, outsourcing your help desk is a solution worth considering. Here’s a closer look at how this approach can be more economical compared to maintaining an in-house help desk.
- Reduced Staffing Cost
One of the most direct ways outsourcing saves money is by reducing staffing costs. Running in-house IT support requires hiring and training. This includes salaries, benefits, and ongoing training expenses. In contrast, outsourcing allows you to access a skilled team without the overhead. Third party providers offer various service levels which lets you choose the support model that best fits your budget and needs.
- Lower Infrastructure and Technology Expenses
An in-house help desk requires you to spend on office space and latest support equipment. But, when you choose to outsource, you bypass these upfront costs. Outsourcing companies already have the necessary infrastructure in place. Instead, you can pay a predictable fee which simplifies financial planning.
- Flexible Pricing Models
Outsourcing providers offer various pricing models, such ad hoc fees, monitoring only, and per-device fixed fee. This flexibility means you only pay for the support you actually use. This pay-as-you-go approach helps you adapt without financial strain.
Real World Example
CM Management provides fulfillment services for fine art and e-commerce solutions. They need to scale their customer service to accommodate rapid growth. But, recruiting and retaining qualified staff has proven to be challenging. It hinders their ability to offer 24/7 support.
The Solution: Help Desk Outsourcing
By partnering with STAFFVIRTUAL , CM Management gained access to flexible and available talent. This eliminated the need for recruiting and training, enabling efficient support operations.
More Than Cost Savings: MSPs Using Outsourced Help Desk for Improved Customer Service
Outsourced help desk services are great for saving costs. But, their real strength is how they make customer service better. Here’s how:
- 24/7 Availability
Outsourcing partners often operate globally and provide 24/7 support. It ensures that clients receive help no matter the time zone or issue urgency. This constant availability helps in resolving issues faster and minimizes downtime.
- Expertise and Specialization
Leading help desk services have seasoned IT professionals who excel in resolving complex IT issues. Their expertise leads to a higher first-call resolution rate, minimizing client frustration. This proficiency enhances overall client satisfaction by providing prompt and effective assistance.
- Consistent Service Quality
Outsourcing your help desk guarantees consistent service quality. They have established processes and quality control to maintain high service standards. This commitment guarantees that every customer interaction is reliable and consistent.
Transitioning from Tiered to Swarming Support Models in Help Desk Services
Tiered Support vs. Swarming Support Model
The traditional tiered support model has a rigid structure and handoffs between teams. It can often lead to slow resolution times and frustrated clients. The swarming support model can be an effective workaround for these drawbacks.
Unlike the tiered model, swarming doesn’t rely on pre-defined escalation paths. Instead, it promotes teamwork, where experts collaborate together to resolve an issue. This “swarm” of specialists works together to diagnose and fix the problem quickly.
Benefits of Swarming Support Model
Here’s how adopting the swarming approach can boost efficiency and improve customer satisfaction:
- Faster Resolution Times: Swarming cuts down the time by getting the best people. It eliminates handoffs to resolve complex issues immediately. Moreover, faster issue resolution contributes to a more productive work environment for everyone involved.
- Reduce Bottlenecks: In a tiered model, queues can form at each level. This approach is prone to delaying resolution. Swarming eliminates these bottlenecks by focusing on finding the right expert immediately.
- Clear Backlogs: Swarming support addresses multiple issues at once. With the whole team working together, it prevents a buildup of unresolved tickets. This leads to a smoother workflow and better resource management.
- Enhance Team Collaboration: The collaborative nature of swarming support promotes improved communication among support agents. By working together, team members share insights and updates in real time. This enhanced communication helps in delivering more accurate and cohesive solutions to customers.
Automation and AI Leading the Way to Improved Services
Customer service automation is changing how you deliver help desk services. It brings a range of benefits to your MSP business. These advanced technologies enhance efficiency, accuracy and service quality.
Top Benefits of Automation and AI Tools for MSPs
Here’s how these technologies are leading the change:
- Increase Productivity: Automation speeds up various help desk processes, from ticket management to routine queries. By reducing manual intervention, your team can handle a large volume of support. Moreover, AI frees up agent time by automating repetitive tasks. Hence, they can focus more on strategic initiatives.
- Improve Accuracy: AI tools eliminate the possibility of human errors. These lapses come from manual data entry or missed steps in a process. It leads to more consistent and reliable service.
- Cost Efficient: Automating routine tasks can save you money because it reduces the need for manual labor. By using technology to handle repetitive tasks, you cut down on the number of workers needed. This makes your operations more affordable and efficient.
Common AI Tools Used in Help Desk Outsourcing
- Chatbots
These virtual assistants can do essential functions. They can answer common questions, troubleshoot simple issues, and schedule appointments. These are doable without human intervention.
- Intelligent Routing
AI can analyze incoming requests and route them to qualified agents. They assign it based on skills and availability, ensuring faster resolution.
- Self-Service Portals
These AI tools empower customers to find solutions on their own. This is through knowledge bases, FAQs, and interactive guides. These portals help users resolve common issues without needing direct assistance from support staff.
Strong Growth in the Asia Pacific Market for MSP Help Desk Outsourcing
The Asia Pacific (APAC) region is experiencing a surge in demand for MSP help desk outsourcing. This growth has several factors, including:
Increasing IT service needs: Businesses across APAC are becoming reliant on IT operations. It necessitates robust IT support, which many choose to outsource.
Growth of MSPs: The number of Managed Service Providers (MSPs) is rising in APAC. They often outsource help desk services to meet client needs.
Here are the top three outsourcing destinations in Asia:
- India: It is a cost-effective and established outsourcing hub. India offers a large talent pool for help desk services.
- Philippines: The Philippines is the number one outsourcing destination in the world. It boasts a large English-speaking workforce and a conducive business environment.
- Malaysia: This country is a growing center for regional headquarters. Malaysia is well-positioned to serve these clients’ outsourcing needs.
However, there are still challenges that MSPs might face when they choose to outsource in Asia. For example, A work-from-home culture for outsourced teams may need extra effort. You may need to implement monitoring procedures and security protocols.
Another challenge is ensuring compliance with regulations. Staying compliant is crucial when outsourcing help desk services. It avoids penalties and potential legal risks.
How MSPs Are Positioned for Long-Term Success
MSPs face constant pressure to deliver excellent service while reducing costs. Help desk outsourcing is a powerful strategy to achieve both. Help desk operations might be delegated to achieve success. Here are some benefits you cannot miss:
- Outsourcing eliminates the need for in-house staff. It then reduces training costs and infrastructure for the help desk team. Hence, it allows you to invest in core competencies or expand service offerings.
- Outsourcing partners offer a large talent pool. You can scale your help desk operations for fluctuating demands without added costs.
- Outsourcing providers have standard processes and use advanced tools. These ensure consistent and high-quality support to clients.
- Many outsourcing providers offer 24/7 support. Regardless of time zones, clients can receive constant service. You improve your service quality and stay ahead of the competition.
If you want to maximize these benefits, here are four steps you can follow:
- Define Clear Requirements. Outline your needs and expectations. It includes the level of support, technical expertise, reporting requirements, and security protocols.
- Select the Right Partner. Choose one with a proven track record and a strong understanding of the IT industry. It is also important to note their experience serving similar clients.
- Prioritize Flawless Integration. Provide continuous support and training to both internal and outsourced teams. It facilitates a unified approach to client service.
- Invest in Ongoing Communication. Maintain an open line of communication with your partner. Review performance metrics, provide feedback, and address any concerns. It ensures a successful partnership.
Outsource Help Desk with STAFFVIRTUAL
Help desk outsourcing is a growing trend among MSPs due to its many benefits. We’ve explored why this trend is on the rise and provided concrete proof that it cuts costs for you. Beyond cost savings, outsourcing help desk services improve customer service. Moreover, the integration of automation and AI has proved to enhance service quality.
Now is the time to consider outsourcing your help desk services as a strategic decision. It can drive your business forward and ensure sustainable growth. Partner with STAFFVIRTUAL today to elevate customer support and resolve IT issues. Schedule a meeting to discuss how our MSP Help Desk services in the Philippines can help you achieve these goals.
Sources:
2024 Salary Guide | Robert Half
Help Desk Outsourcing Market – Growth, Trends and Forecast | Global Brainstorm Research
How AI in Customer Service Automation Can Enhance Customer Experience | LinkedIn
How CM Management Outsources Their Helpdesk with STAFFVIRTUAL to Scale Quickly | STAFFVIRTUAL
AI-Powered Swarming In Customer Support | Forbes
The Future of the Outsourcing Market in the Asia Pacific Region | Guidant Global