Key Factors to Consider When Outsourcing Help Desk for MSPs

As an MSP, you’re probably feeling the pressure to deliver seamless, consistent support. With clients relying on you to keep their IT systems up and running, the demand for quick, effective service is higher than ever.

But it’s tough to manage a help desk in-house without draining your team’s resources. That’s why more MSPs are outsourcing their help desk functions. By doing this, you gain access to expert support, streamline operations, and free up time for high-priority tasks.

In connection, a study by Deloitte found that 59% of businesses outsource to cut costs, while 47% do it to focus on their core business. Outsourcing goes beyond being a short-term solution. If done right, it can be a sustainable approach that can drive your business growth over time.

But before you jump in, there are several key factors you need to consider to ensure you’re picking the right partner. In this article, we’ll break down everything you need to think about to make the best decision when picking an MSP Help Desk Outsource service.

Understanding Your MSP’s Needs and Service Requirements

First things first, what does your MSP actually need from an outsourced help desk? Before reaching out to potential providers, take a step back and assess your current support system. 

What are the most common issues your clients face? How fast do they need solutions? Are there specific tools, software, or platforms you need the provider to be familiar with? Getting clear on these details will help you find a partner that fits seamlessly into your operations.

For example, if you’re supporting a large number of clients who rely on cloud-based services, you’ll want a help desk provider that has proven experience in cloud support. If your clients expect 24/7 service, look for a provider that can guarantee round-the-clock availability.

By aligning your service needs with what a BPO company can offer, you’ll avoid any gaps in support and enable smooth integration.

Evaluating Provider Expertise and Industry Experience

You wouldn’t hire an unproven technician for your own team, right? The same logic applies when choosing an outsourcing partner. The provider you pick must have deep expertise and experience in the IT and MSP world.

You’re looking for a help desk team that understands the specific challenges MSPs face, whether it’s managing remote networks, cybersecurity issues, or handling the complexities of various software environments.

Check the provider’s track record. How long have they been in business? Do they specialize in working with MSPs, or are they more of a generalist? Providers with proven experience in the industry can hit the ground running, reducing the learning curve and the risk of errors.

You can also look for case studies, client testimonials, and even industry certifications that showcase their expertise. A help desk provider with real-world experience in the MSP space will understand your unique needs and provide the support your clients expect.

Technological Capabilities and Security

Technology is at the core of your business, so your outsourcing or offshore partner should be up-to-date with the latest tech and security practices. An effective help desk service provider needs to have the tools to manage, track, and resolve issues quickly. This includes using ticketing systems, real-time analytics, and automation to boost efficiency and reduce wait times.

Security should also be a top priority. You’re not just handing off basic tasks — you’re trusting an outside company with sensitive client information. Make sure the provider follows the latest cybersecurity protocols, including encryption, data privacy regulations, and secure access management.

CompTIA’s latest State of Cybersecurity report revealed that despite relevant concerns, 28% of businesses still practice a zero-trust framework (even with third-party providers).  This emphasizes the importance of data security in outsourcing partnerships.

Also, check if the company offers advanced technology solutions, like AI-driven support or automated workflows, that can help improve service delivery. You’ll stay competitive while offering high-quality support by aligning with a firm that uses cutting-edge technology.

Service Level Agreements (SLAs) and Response Times

Service level agreements (SLAs) are the backbone of your relationship with an outsourcing company. They define the level of service you can expect — everything from response times to issue resolution targets. As an MSP, you need to ensure your provider can meet or exceed the expectations of your clients. If a critical IT system goes down, waiting too long for help isn’t an option.

When reviewing SLAs, focus on key metrics like average response times, resolution times, and availability. Can they guarantee day and night support? What are the procedures for handling escalations? The SLAs should also outline penalties or compensation if service levels aren’t met. Transparency in these agreements is crucial to guarantee your clients always receive the best service.

Don’t be afraid to negotiate an arrangement that aligns with your specific needs. If you have clients with different support requirements, you may need customized SLAs that reflect their individual needs. The goal is to have a clear understanding of what the provider can deliver and how they’ll handle critical situations.

Cost-Effectiveness and Value for Money

Cost is always a factor when outsourcing, but it’s important to look beyond the sticker price. Sure, you want to save money, but this approach is more about value than just cutting costs. The real question is: are you getting the support your MSP needs at a price that makes sense?

Compare pricing models. Some providers offer flat-rate services, while others may charge based on usage or per ticket. Make sure you understand what’s included in the cost. Are there hidden fees for after-hours support? Does the pricing model scale as your business grows?

Also, think about the eventual return on investment (ROI). A slightly more expensive provider might offer better technology, faster response times, or more skilled technicians — factors that can improve client satisfaction and retention.

According to McKinsey, sales revenues increase between two and seven percent, and profitability between one and two percent when you improve the customer experience. So, while cost matters, value should be your top priority

Customer Support and Communication Standards

Communication is key in any outsourcing or offshoring relationship. You need to be confident that your chosen BPO company is on the same page as you — whether it’s during an emergency or handling day-to-day support requests. Poor communication can lead to missed tickets, unresolved issues, and frustrated clients, none of which you can afford.

When evaluating a possible third-party partner, ask about how and where they interact with clients. How easy is it to reach them? Do they provide real-time updates on ticket status? Will you have a point of contact or a dedicated account manager? A provider with strong communication standards will make sure that you’re always in the loop, and that issues are resolved efficiently.

Client feedback is another area to consider. Ask for testimonials or reviews from other MSPs who have worked with the firm. How do they rate their communication and responsiveness? Good communication is more than just answering calls. It’s also providing proactive, transparent, and helpful support.

Cultural Fit and Alignment with Your Business Values

Cultural fit is often an overlooked but critical factor when you offshore certain aspects of your operations. Your help desk provider acts as an extension of your team, representing your MSP in every client interaction. If their communication style or company culture clashes with yours, it can create friction, and misunderstandings, and negatively impact client relationships.

Consider a firm whose values align with your business ethos. Do they prioritize transparency, proactive problem-solving, and client satisfaction? Do their employees share the same level of professionalism and commitment as your in-house team?

Finding a provider with a cultural fit offers the chance for seamless collaboration and a consistent client experience. It makes it easier for your clients to trust the help desk as an integral part of your MSP’s service.

Disaster Preparedness and Redundancy Plans

While many MSPs focus on day-to-day service delivery, an important but often overlooked factor is the help desk provider’s disaster preparedness and redundancy plans. What happens if your partner experiences an outage or a cyberattack? Do they have backup systems, failover solutions, or redundant data centers in place to maintain service continuity?

A reliable help desk provider should have robust disaster recovery strategies to ensure uninterrupted support, even in worst-case scenarios. Ask about their track record in handling emergencies, and make sure they have plans in place to mitigate risks. This not only protects your clients but also gives you peace of mind that your support systems won’t go offline when you need them most.

Choose STAFFVIRTUAL for Help Desk Outsourcing

Outsourcing your help desk can be one of the most impactful decisions for your MSP’s growth and stability. But choosing the right partner isn’t something to rush. By carefully evaluating what we’ve broken down in this guide, you can find a partner who not only meets your expectations but exceeds them.

STAFFVIRTUAL offers the comprehensive, reliable support your MSP needs to thrive. With 15 years of experience in the industry, we offer top-tier support tailored specifically for businesses like yours. We’ll work closely with you to establish protocols that match your service requirements, giving you peace of mind that your clients are always in good hands.

Book a meeting with us to discover how STAFFVIRTUAL can help you build a top-tier and reliable help desk team.

---

Sources:

Global Outsourcing Survey 2022 | Deloitte

The Risks of Outsourcing Information Security |  The Security Executive Council

State of Cybersecurity 2024 | CompTIA

Prediction: The future of Customer Experience | McKinsey

The role of cultural fit in making outsourcing a success | LinkedIn