How Outsourcing Help Desk Support Increases Scalability for MSPs

The managed services market is booming – and it has not shown any signs of slowing down. According to Grand View Research, the size of the managed service market in 2023 was valued at $299.01 billion. From 2023 to 2030, its projected compound annual growth rate (CAGR) is 13.6%. 

While Managed Service Providers (MSPs) have no shortage of clients looking to improve their services, the complexity of operations limits their ability to scale. This means your MSP business can hit a “growth ceiling” once your team struggles to keep pace with various client demands.

The challenge for MSPs is ensuring that growth won’t strain their existing resources. This is where a smart solution comes into play – MSP Help Desk Outsource. This practice involves delegating technical assistance and customer support services to third-party providers. The chosen vendor troubleshoots issues, manages inquiries, and provides support 24/7.

Outsourcing help desk support allows MSPs to quickly adapt to changing client demands without hiring and training additional staff. This cost-effective solution reduces downtime, improves response time, and increases customer satisfaction. If you are curious about other ways help desk outsourcing can support your growing MSP business, this article is for you.

How Outsourced Help Desk Services Help MSPs Grow

Outsourced help desk services are a powerful growth driver for MSPs. It provides them with the flexibility to grow without the need for internal investments. When you work with an external partner, you can provide round-the-clock support to your clients. This ensures they receive fast assistance even during peak periods or after-work hours.

If you are an MSP serving small to medium-sized businesses, managing in-house IT support can become challenging as your client base grows. Rather than hiring and training new employees, you can tap the services of a trusted vendor. This strategy gives you access to skilled professionals without needing to expand your internal team.

Outsourcing also allows you to enter new markets or take on more clients. Case in point: if you are an MSP based in the United States, you can extend your services to European or Asian clients by working with a provider with a global presence. Doing this enables you to provide support across different time zones without setting up additional offices or internal staff.

Ultimately, outsourcing helps you grow without compromising the quality of service you provide. It also gives you access to the latest technologies at a fraction of the cost. The money you save can be spent on growth initiatives like marketing or expanding your services. More importantly, this powerful strategy enables you to scale your business sustainably over time.

Common Misconceptions About Outsourcing Help Desk Support

Many MSPs are hesitant to outsource help desk support because of some misconceptions surrounding this smart solution. Let’s take a closer look at some of the common myths and the truths behind them:

Myth: Outsourcing translates to a decline in service quality.

Truth: Many MSPs worry that outsourcing results in subpar service because of the vendor’s unfamiliarity with their systems or clients. However, reputable partners like STAFFVIRTUAL have knowledgeable and highly skilled professionals. 

They are also well-trained and follow the best practices in the industry. They leverage their access to technology and specialized skills to deliver the best service at all times. This ensures fast resolution times and complete client satisfaction.

Myth: You will lose control over your help desk operations.

Truth: You can still oversee your help desk operations through detailed reporting, performance monitoring, and regular communication. Most outsourcing agreements allow you to set expectations, Service Level Agreements (SLAs), and Key Performance Indicators (KPIs). This ensures that your chosen partner operates according to your standards.

Myth: Outsourcing results in poor customer experiences.

Truth: Outsourcing partners provide personalized service by understanding your workflows, values, and client needs. The key is working with a vendor that values collaboration and aligns with your approach to customer service. Since outsourced agents follow industry standards, clients can enjoy a seamless and world-class customer experience.

Myth: Outsourced teams are not flexible enough to adapt to their client’s changing needs.

Truth: Contrary to popular belief, outsourced teams are highly flexible and scalable. Their help is especially beneficial if you experience demand fluctuations. They can easily adjust their level of support based on your growth or the needs of your clients. This level of flexibility allows you to handle client requirements effectively.

Benefits of Outsourcing Help Desk Support

For many MSPs, outsourcing help desk support is a game-changer. Here’s why:

Helps Maintain Peak Business Efficiency

Aside from technology support, one of the primary benefits of outsourcing is maintaining peak efficiency. If you prioritize your business outcomes, reliable IT is a means to that end. Delegating help desk support to a trusted provider gives you access to more comprehensive and proactive solutions. Dependable support keeps employees productive and engaged. Moreover, it allows them to focus on their core functions.

Prevents Costly Hiring Cycles

Hiring an in-house IT team can be a daunting and tedious task. It entails finding the right talents and introducing them to your technology and culture. You also need to upskill them as needed and keep them happy to minimize churn. 

With the high demand for skilled IT professionals, these are persistent challenges that you have to face. A 2023 study conducted by the ManpowerGroup revealed that 75% of employers have difficulty filling roles.

Partnering with an outsourcing vendor eliminates the hassles that come with internal hiring. It eliminates stress, reduces HR costs, and guarantees quality service. Outsourcing is an effective way to access world-class talent without spending a fortune.

Gives You Access to Skilled Professionals

Outsourcing vendors invest in training to ensure their staff stays abreast with the latest technologies and best practices in the industry. They also have partnerships with leading technology vendors. This gives them access to cutting-edge tools that most in-house teams don’t have. 

Allows You to Focus on Core Functions

IT help desk is a complex and labor-intensive function. When you outsource it, it frees up an enormous amount of time and internal resources. This allows you to focus on strategic initiatives that fuel growth and innovation. 

For most businesses, including MSPs, managing an internal IT team distracts you from your core business functions. When you have an outsourcing partner helping you out, you can enhance productivity, streamline operations, and pursue growth opportunities.

Ensures Priority Issues are Resolved Fast

Help desk support providers ensure IT problems are triaged and resolved based on their criticality. Without expert help, support tickets can get mixed up easily. This leads to inefficiencies, confusion, and slow response times.

Prioritization is key when resolving critical IT emergencies, where delayed action can mean prolonged downtime. Their systematic approach to ticket management allows them to resolve critical issues fast while managing less urgent issues as resources become available.

Provides Flexible Service

As the business landscape evolves, so will your IT needs. Outsourcing IT help desk gives you the flexibility to scale services up or down, depending on your requirements. This also allows you to manage market shifts, integrate new functions, and eliminate training constraints. 

When you integrate outsourced help desk in your operations, you can make strategic business changes. It will also help you navigate the volatile business terrain with more confidence and efficiency. 

How to Pick the Right Outsourcing Partner

Choosing the right outsourcing partner is crucial if you want to offer services that reflect your quality standards and core values. Get your search off to a great start by keeping this five-step guide in mind:

1. Consider Adaptability and Scalability

Ensure your chosen partner can scale their services to match your growth. They should also be able to handle increasing demands without compromising response times or service quality. The ideal provider should be able to adapt their services to meet the changing needs of your business. This helps ensure you stay competitive and efficient in a highly dynamic industry. 

2. Assess Communication Transparency

The importance of choosing a partner with exceptional communication skills cannot be overstated. Your outsourcing partner should communicate transparently and respond to issues and inquiries quickly. Prompt and clear communication helps ensure your partnership is smooth sailing and productive. 

3. Evaluate Tools and Expertise

Opt for a partner with the technology and expertise to meet your requirements. They should also have an in-depth understanding of the industry. This is important so they can address unique requirements and challenges effectively. A great partner can enhance your service quality by providing innovative solutions. 

4. Align Business Values

It is recommended that you pick a help desk provider that shares your values and commitment to world-class customer service. A partner that shares your standards can help keep your clients happy and loyal. This alignment helps build a robust partnership and guarantees consistent service quality.

5. Gauge Partner Reliability 

Assess the reliability of your shortlisted prospects by reviewing their history. From there, you can determine if they have been able to handle issues and meet client standards satisfactorily. Get an insight into their dependability by reading case studies, online reviews, and testimonials from previous clients. It will give you an idea of the type of service you can expect.

Empower Your MSPs Growth with STAFFVIRTUAL

Outsourcing help desk support is a powerful way for MSPs to scale their operations effectively. Leveraging external support helps you maintain quality service without overburdening your internal teams. With the help of the right partner, you can eliminate growth barriers and position your business for long-term success.

If you want the flexibility to scale without limits, we can help. At STAFFVIRTUAL, we specialize in providing help desk support that’s tailored to your needs. When you choose us, you can improve response times, exceed client expectations, and scale effortlessly. Schedule a call with us today and start your journey to sustainable growth and lasting success!

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Sources:

How MSPs Can Benefit From Outsource Help Desks | Technology Marketing Toolkit 

How Help Desk Outsourcing Can Benefit Your MSP Business | Catalyst for Business

2024 Global Talent Shortage | ManpowerGroup

Manage Services Market Size, Share & Trends Analysis | Grand View Research

KPIs: What are Key Performance Indicators? Types and Examples | Investopedia