Common Mistakes MSPs Make When Outsourcing Help Desk Services

Outsourcing help desk services has become a popular option for many Managed Service Providers (MSPs). As the demands on MSPs grow, handling everything in-house can stretch resources too thin. MSP Help Desk Outsourcing offers a practical solution. It allows MSPs to focus on their core business while leaving customer support to experts.

In fact, the global help desk outsourcing market is booming. According to iMarc, it is expected to reach $17.4 billion by 2032. This trend shows how many MSPs are turning to outsourcing to improve efficiency and scale their operations.

But, while outsourcing can bring plenty of benefits, it isn’t without its challenges. Many MSPs rush into outsourcing without considering the potential risks. As a result, they often fall into common traps that can harm their operations in the long run.

In this guide, we’ll explore the five common mistakes MSPs make when outsourcing help desk services. Plus, we will provide actionable tips to steer clear of these errors.

The Risks of Rushing the Outsourcing Decision

When it comes to outsourcing help desk services, it’s tempting to move quickly. The idea of freeing up internal resources can be exciting, but rushing into outsourcing might lead to more headaches than relief.

Managed Service Providers often feel the heat of immediate operational demands. The allure of finding a quick outsourcing fix can be strong. It promises swift relief and more time to focus on core business functions. However, diving in without careful consideration can backfire.

Here are several risks that can affect your operations and reputation:

• Unsuitable Partners: If you don’t thoroughly vet potential providers, you may end up with one who lacks the right expertise. This misalignment can affect the quality of service and may not fit your business values.
• Unexpected Costs: Quick decisions often overlook additional fees and unexpected charges. These hidden costs can strain your budget and impact your financial planning.
• Service Disruptions: Rushed agreements can lead to service gaps or quality issues. Such disruptions can affect client satisfaction and damage your reputation.

Not Defining Clear Goals and Expectations

When outsourcing help desk services, it’s crucial to establish clear goals and expectations right from the start. Without these, your partnership can quickly fall apart. Lack of clarity leads to confusion, poor performance, and ultimately frustration for both your MSP and the help desk provider.

Why Defining Goals Matters

If you don’t know what success looks like for your outsourced help desk, how will your provider? Setting clear, measurable objectives ensures that everyone is on the same page. This gives your help desk partner a clear understanding of your priorities. It also allows you to track their performance.

Before you outsource, ask yourself:

• What are the key objectives for our help desk?
• How will we measure success?
• What specific improvements do we expect to see?

Setting Realistic Expectations

One of the biggest mistakes MSPs make is expecting their help desk provider to work miracles without proper guidance. To avoid this, be realistic about what you want to achieve. Here are some areas to consider:

• Response Times: Define how quickly you expect your help desk to respond to tickets. Whether it’s within minutes for urgent issues or within hours for routine ones, setting these expectations helps your provider meet your standards.
• Ticket Resolution: Determine the average time frame you want for resolving different types of tickets. This ensures both you and your provider are aligned on what counts as a timely resolution.
• Customer Satisfaction: Set goals for improving customer satisfaction, whether through faster response times, higher resolution rates, or more personalized service.

Aligning Goals with Your SLA

A well-defined Service Level Agreement (SLA) is essential to make sure that your goals are clearly outlined and agreed upon. The SLA should reflect your expectations for performance, including response times, resolution times, and key performance metrics.

The more specific your SLA, the easier it will be to hold your provider accountable and measure their success against your goals. By defining clear goals and expectations, you set a strong foundation for a successful outsourcing partnership. This will not only help your provider deliver but also give you the peace of mind that your business objectives are being met.

Failing to Evaluate the Provider’s Expertise

One of the biggest mistakes you can make when outsourcing help desk services is failing to thoroughly evaluate the provider’s expertise. Not every help desk provider has the necessary skills or experience to handle the unique demands of IT support and MSP operations. Without the right expertise, you could end up with subpar service that harms your business.

Why Assessing Expertise is Critical

The success of your MSP often depends on the quality of your help desk. If your provider lacks the technical know-how or industry experience, it can lead to slow response times, unresolved tickets, and dissatisfied customers. The last thing you want is to partner with a provider that doesn’t understand the intricacies of MSP operations.

To avoid this, make sure the provider you choose has a strong background in IT support and has worked with MSPs before. Their expertise should align with your specific needs from handling complex technical issues to managing client relationships.

How to Evaluate Expertise

Evaluating a provider’s expertise doesn’t have to be difficult, but it does require due diligence. Here are a few ways to assess their capabilities:

• Request Case Studies: Ask for case studies that demonstrate how the provider has successfully supported other MSPs. This can give you a clear picture of their track record.
• Look for Client Testimonials: Testimonials from other MSPs are a great way to verify that the provider has the expertise needed to support your business.
• Check Certifications: Verify whether their team holds relevant certifications that prove their technical skills, such as CompTIA A+, ITIL, or other industry-recognized qualifications.

The Risk of Partnering with a Generic Call Center

Choosing a generic call center that lacks MSP-specific knowledge can be a costly mistake. While they may offer cheaper services, they likely don’t have the tools and industry understanding to support an MSP. This could result in poor performance and may damage your brand’s reputation.

Key Questions to Ask Providers

During the evaluation process, asking the right questions is essential. These will help you gauge whether a provider has the expertise required to support your MSP:

• What specific tools do you use for ticket management and customer support? Look for familiarity with industry-standard tools like ConnectWise or Pulseway.
• What industries do you serve? Check if the provider has experience in IT and MSP operations rather than offering generic support across multiple industries.
• How do you train your team to handle technical issues? The provider should have a clear training process in place. This is to ensure their staff is well-versed in handling complex IT problems.

Poor Communication with the Help Desk Partner

Communication is the backbone of any successful partnership, especially when it comes to outsourcing help desk services. Without strong and clear communication, even the best-laid plans can fall apart. Poor communication between MSPs and their help desk provider often leads to service failures, misunderstandings, and frustration for both parties.

Why Ongoing Communication is Essential

When you outsource help desk services, you are entrusting an external partner with a critical part of your operations. For smooth collaboration, ongoing communication is essential. Without regular updates and check-ins, it’s easy for the help desk provider to lose sight of your goals, resulting in unmet expectations.

Clear and frequent communication allows both you and your provider to stay aligned on priorities, performance, and any changes that might impact the service. It’s also key to addressing any issues before they turn into bigger problems.

Consequences of Poor Communication

Failing to communicate effectively can create a host of issues. For one, your provider may misinterpret your expectations or the urgency of a support request. Without proper communication channels, responses to critical issues might be delayed, leading to customer dissatisfaction. Additionally, If you don’t communicate your needs, your help desk provider might not deliver the level of service you expect. These missteps can lead to strained relationships and a breakdown in the partnership.

Best Practices for Effective Communication

To avoid communication breakdowns, you should adopt these best practices:

Regular Performance Reviews

Schedule regular reviews with your help desk provider to assess their performance. Use these reviews to discuss key metrics, areas of improvement, and feedback.

Scheduled Meetings

Establish a routine for check-ins, whether weekly or monthly. This way both sides are on the same page about goals and expectations.

Operational Updates

Keep your help desk provider informed of any changes in your operations, whether it’s new services you’re offering or shifts in your customer base. This way they can adjust their support accordingly.

Designate a Primary Point of Contact

Having one person on each side designated as the main point of contact can streamline communication and avoid confusion.

Use Communication Tools for Better Collaboration

The right tools can make communication easier and more efficient. Consider using collaboration tools that can streamline your interactions with the help desk provider, such as Slack, Microsoft Teams, Asana, Trello, Zoom, and Google Meet.

Ignoring SLAs and Performance Metrics

One of the biggest mistakes MSPs make is ignoring SLAs and performance metrics. These elements are critical to make sure that your help desk provider delivers the quality and consistency your business requires. Overlooking them can lead to poor service, frustrated clients, and a lack of accountability.

What Are SLAs and Performance Metrics?

SLAs are formal agreements between your MSP and the help desk provider that outline the expected level of service. They typically define key aspects like response times which refers to how quickly the help desk should respond to support tickets. Another one is resolution times, answering how long it should take to resolve issues. Uptime guarantees are also included which is the percentage of time the service will be available without interruptions.

Performance metrics are essential for evaluating whether your help desk provider is meeting the terms specified in the Service Level Agreement (SLA). These metrics are measurable data points that offer insights into the provider’s performance. 

Key performance metrics often include the first call resolution rate. This measures how effectively issues are resolved during the initial contact. Average response time indicates how quickly the provider responds to support requests. 

Moreover, customer satisfaction scores reflect the overall experience and satisfaction of your clients with the help desk services. Monitoring these metrics helps ensure that the help desk provider maintains the quality of service expected under the SLA.

Why SLAs and Metrics Matter

SLAs and performance metrics are crucial because they set clear expectations and hold your help desk provider accountable. Without them, it’s difficult to track whether the provider is meeting your business needs. Here’s why they are important:

• Accountability: SLAs ensure that your provider is held to a specific standard. If they fail to meet the agreed-upon terms, you have a clear basis for addressing the issue.
• Service Quality: With well-defined SLAs, you can guarantee that your help desk provider maintains high-quality service.
• Transparency: Performance metrics provide transparency into how well the help desk is performing. This data helps you track progress and identify areas for improvement.

To create an effective SLA, follow these steps:

1. Identify Key Objectives: Think about what’s most important for your business. Define these key objectives and use them to shape your SLA.
2. Set Measurable Targets: Make sure that your SLA includes clear, measurable targets for key metrics.
3. Involve Stakeholders: Make sure to involve key stakeholders in developing the SLA so that everyone is on the same page.

Once the SLA is in place, it’s important to monitor performance and ensure compliance. Here’s how to do it:

• Regular Reporting. Request regular reports from your help desk provider that details their performance against the agreed metrics.
• Performance Reviews. Schedule periodic performance reviews to discuss how well the provider is meeting the SLA and identify areas for improvement.
• Enforce Penalties. Include penalties in your SLA for underperformance. This will ensure that your provider takes the agreement seriously and works to maintain service quality.

Enhance Your  MSP’s Operational Efficiency With STAFFVIRTUAL

Outsourcing help desk services can offer immense benefits to MSPs. Yet, it’s important to approach the process carefully. As we’ve discussed, rushing decisions, failing to set clear goals, and neglecting key performance metrics are just a few of the common mistakes MSPs make when outsourcing their help desk. By taking the time to plan, evaluate your provider’s expertise, and communicate effectively, you can set your business up for success.

If you’re looking for a partner who understands these challenges and can help you avoid them, STAFFVIRTUAL is here to assist. Our expert help desk services are designed specifically for MSPs. We guarantee that you receive top-tier support without the usual outsourcing headaches.

Are you ready to enhance your MSP’s operational efficiency? Contact us today for a personalized consultation. Discover how we can tailor our services to meet your unique needs.

Sources:

Help Desk Outsourcing Market Size, Share & Forecast 2032 | iMarc Group

17 Clear Signs It’s Time To Outsource IT Operations | Forbes

What Is an SLA? A Definitive Guide (Plus Core Components) | Indeed.com Australia

Best MSP Software (2024) | Forbes Advisor

Poor Communication May Be Slowing Down Your Team | HBR