How Can an MSP Successfully Transition to an Outsourced Help Desk Model?

As a managed service provider (MSP), you’re in the business of solving problems. That’s the overview of what usually MSPs do. But what happens when your help desk, the one meant to solve issues, becomes the problem?

When your internal team is mired, running on fumes, and struggling to meet customer demands, it’s time to ask the important question: Is there a better way to handle this?

If you head the MSP Help Desk Outsource services route, know it isn’t just about getting more hands on deck. It’s about redefining how you provide value. A transition like this gives you space to focus on delivering exceptional service while freeing up your internal resources.

Data from Gartner even highlights how IT spending will exponentially grow in 2024, projected to be valued at around $5.26 trillion. Naturally, you want your MSP to keep up and provide top-notch support services.

Offshoring or outsourcing as a solution can let you work smarter rather than harder. But how can you do this effectively? Let’s walk through the steps to make it a success.

Assessing Your Current Help Desk Operations

Before you jump into outsourcing, you need to take stock of what’s already in place. If you don’t know where the bottlenecks are, you can’t fix them. Take a long, hard look at your current operations. Are your response times lagging? Is customer satisfaction falling? More importantly, what’s it costing you?

According to Payscale, the average cost of handling customer service in-house per representative per hour can reach upwards of $16. And that doesn’t account for employee burnout or missed opportunities for improvement elsewhere. It all adds up and you’ll realize that what you’re paying for isn’t meshing with the quality of service you expect.

You also can’t outsource problems if you don’t first identify them. So audit your processes, talk to your team, and most importantly, listen to your customers. They’ll tell you what’s broken.

It’s also equally important to get input from your team (if you already have one). Frontline staff handling support tickets can offer valuable perspectives on frequent issues and recurring roadblocks. Knowing the pain points of both your team and your customers will guide you toward outsourcing models that truly meet your business needs.

Setting Clear Goals and Expectations

Outsourcing isn’t a magic wand (though we wish there was such a thing when running a business). You don’t just snap your fingers and expect everything to fall into place. It takes strategy. Before you sign a contract with any help desk provider, you need to be crystal clear about your goals. Are you trying to reduce costs, improve customer response times, or both?

Vague goals won’t cut it. You need measurable outcomes. Are you aiming to reduce call resolution times by 30%? Boost customer satisfaction scores by 20%? The clearer your targets, the more likely you’ll hit them. Don’t set yourself up to fail with fluffy expectations. Be specific, be realistic, and make sure everyone involved knows the score.

Moreover, these expectations must be set both internally and with your outsourcing partner. Create a service level agreement (SLA) that clearly outlines the standards your partner needs to meet — response times, resolution times, escalation protocols, and customer feedback should all be included. This ensures that everyone is on the same page from the outset, preventing confusion or misunderstandings down the line.

Selecting the Right Outsourcing Partner

This is where many MSPs get stuck. Not all outsourcing providers are created equal. You need a partner, not a vendor. Someone who understands your industry, speaks your language, and aligns with your company values.

Look for a help desk provider with a proven track record of working with MSPs. Don’t just rely on testimonials or marketing buzzwords. Dig into case studies, ask for references, and grill them about their experience.

What kind of systems do they have in place? How do they handle peak times or high call volumes? You need a partner who can scale with you, not one who buckles under pressure.

On top of that, remember that outsourcing isn’t just about offloading work. You’re entrusting your reputation to someone else.

Developing a Comprehensive Transition Plan

A successful transition won’t happen overnight. A well-drafted plan is key to having a smooth handoff from internal operations to your new co-working company.

Outsourcing your help desk is a big move, and it needs to be planned out like a major operation. Without a clear order of what should happen, you’ll be left scrambling when things don’t go as expected.

Start with a detailed timeline that outlines every phase of the transition. This includes knowledge transfer, process integration, and system migration. Each phase should have clear deadlines and designated teams responsible for execution.

During this phase, it’s also vital to map out potential risks and develop contingency plans. For instance, if there’s a delay in knowledge transfer, what’s the backup plan? Planning for hiccups ahead of time will help prevent significant disruptions in service.

Regular check-ins with both your internal team and your new partner should also be scheduled throughout the transition. This helps check that everything stays on track and any issues are addressed before they escalate.

Training and Knowledge Transfer Strategies

Training Magazine reported that in 2022, an average of 30% of businesses outsourced their learning management systems (LMS). This is a make-or-break aspect of any type of business transition. Without proper training and knowledge transfer, your new partner won’t be able to effectively manage customer requests.

The biggest mistake you can make when handing off certain functions is assuming that your firm of choice will automatically know how you run things. Even if they’ve worked with a hundred MSPs before, your company is unique. It’s your job to make sure they understand the nuances of your business.

To facilitate this, develop detailed documentation of your processes, protocols, and escalation paths. This documentation should cover everything from how tickets are prioritized to common technical issues and how they’re resolved.

Don’t just rely on written materials either. Host interactive sessions where your current help desk or supervising team can provide real-time coaching and answer questions. The more thorough the sharing of information, the faster your new support desk will be able to meet your quality standards.

Plus, regular training refreshers and ongoing communication channels will make sure your external partner stays updated as your MSP evolves.

Implementing Performance Monitoring and Feedback Loops

Transitioning to an outsourced help desk model doesn’t end once the provider takes over. Continuous performance monitoring is crucial to reach the quality of service that would meet or exceed your expectations. Are tickets being resolved in a timely manner? Are customers satisfied with the service they’re getting? You need hard data to answer these questions.

Establish key performance indicators (KPIs) such as average response time, ticket closure rates, and customer satisfaction. These metrics will give you a clear picture of how well your BPO or ITO partner is performing.

In addition to quantitative data, gather qualitative feedback from both your clients and your internal team. How are customers responding to the new service? Are there areas for improvement? Use this feedback to make necessary adjustments and refine your partnership as needed.

Regular reviews with your offshoring partner should also be part of the process. Talk to your customers, talk to your in-house team, and talk to your provider. The best partnerships are built on open communication and continuous improvement.

Achieving Long-Term Success with Outsourcing

As we’ve established, you still need to put in a lot of work if you plan to outsource or offshore your help desk service. It’s still arguably easier than setting up or expanding your support system. If done right, it’ll save you money, streamline operations, and free up your internal team to focus on bigger things. But it requires constant attention, refinement, and collaboration.

You don’t just hand the keys over and walk away. You stay involved, keep communicating, and make sure that your BPO partner stays aligned with your goals.

So, should you outsource your help desk? Absolutely. But don’t do it blindly. Be strategic, be thorough, and build a relationship with your provider that goes beyond the basics. In the end, delegating certain jobs to trusted firms is to leverage the right resources to deliver the best service possible.

Choose STAFFVIRTUAL as Your MSP Help Desk Partner

If you want a smooth and successful transition to an outsourced help desk model, let us at STAFFVIRTUAL assist you. Why struggle with the complexities of managing an in-house help desk team when you can tap into the expertise and resources of a proven outsourcing provider? We offer scalable, round-the-clock support that can be tailored to meet the demands of your business and clients.

With us, you gain access to a team that not only handles day-to-day technical issues but proactively works to prevent problems before they arise. We can help you build a team skilled in IT service management and has experience with MSPs.

Don’t let your MSP fall behind due to a lack of efficient support services. Choose STAFFVIRTUAL to help you deliver better client experiences and stay competitive. Contact us today to learn how we can customize our support services to your needs as a unique MSP.

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Sources:

Gartner Forecasts Worldwide IT Spending to Grow 7.5% in 2024 | Gartner

Average Customer Service Representative (CSR) Hourly Pay | Payscale

2022 Training Industry Report | Training Magazine

14 Important Help Desk KPIs to Monitor (with Definitions) | Indeed