How Outsourcing Help Desk Gives Managed Service Providers an Edge

Have you ever wondered how to improve your Managed Service Provider (MSP) business? Here’s a quick answer: an efficient help desk. It directly influences customer experience and service quality.

But how do you remain competitive with the ongoing and increasing demand? One strategic move is to outsource your support desk operations. According to Wicz, the global help desk outsourcing market is expected to keep growing between 2023 and 2031. It means that this strategy is sustainable and can keep your business agile.

In this article, we’ll explore how  MSP Help Desk Outsource solutions give you an edge in the industry. We will also provide tips on how to find the best outsourcing provider for your business.

What to Know About Help Desk Outsourcing for Managed Service Providers

Help desk outsourcing means hiring another company to handle technical support for you. They handle all your customer inquiries, troubleshoot issues, and provide solutions. This approach allows you to focus on core tasks while giving out premium support to clients.

Growing Trend of Outsourcing Help Desk Services

According to Verified Market Reports, the IT support market has seen remarkable growth with its value reaching USD 55.56 billion in 2023. It’s forecasted to reach USD 130.67 billion by 2030 at a compound annual growth rate (CAGR) of 5.12% from 2024 to 2030. Several factors contribute to this rise:

• Increasing Complexity of the IT Industry. The demand for specialized IT knowledge has been increasing throughout the years. Managing systems like cloud migration and advanced digital infrastructures is challenging and resource-intensive.  Hiring your IT response center allows you to leverage the latest technological advancements. It includes cloud-based solutions without the need for hefty investments.

• Cost Efficiency. Running an MSP business involves a lot of financial resources. Leveraging a third-party provider reduces these operational costs. You can save on salaries, benefits, and training expenses. You also save on infrastructure for maintaining an in-house team. Overall, you deliver exceptional service to your clients without breaking the bank.

• Access to Expertise. Outsourcing companies have trained and experienced tech support teams, which makes them better equipped to handle complex problems. These professionals have one goal in mind: it’s to ensure that your clients receive top-notch service. It increases customer satisfaction and may contribute to acquiring more clients.

• Scalability. As your MSP business grows, the support you need can also increase. Outsourced IT support offers the flexibility to scale services based on demand. If you need more support during busy periods, they can quickly allocate more staff to handle the increased workload. It also removes the challenges of hiring or laying off staff.

• 24/7 Support. Many providers offer around-the-clock assistance. This type of support is essential if you have clients in different time zones. Outsourcing your help desk guarantees that your employees and clients receive help at any time of the day.

7 Ways an Outsourced Help Desk Give Managed Service Providers an Edge

As an MSP provider, you always strive to enhance your services and provide exceptional customer service at all times. One way to boost your operations is by hiring out your help desk services. You can gain several advantages that give you an edge in the competitive MSP market. 

Partnering with a reliable provider gives you an edge in the MSP market. Here are seven ways outsourcing your IT desk can benefit your business:

1. Improved Customer Service

Faster response times and 24/7 support are some benefits you can maximize. It leads to increased customer satisfaction. This kind of support enhances the perception of MSPs as reliable partners. An outsourced team’s expertise enables them to deliver high-quality service. All these contribute to a positive customer experience.

2. Reduced Overheads

Outsourcing reduces operational expenses, such as salaries, benefits, training, and infrastructure upkeep. Since they work remotely, you don’t need to worry about office space and equipment. They also provide predictable budgeting through fixed monthly fees.

3. Avoiding Costly Hiring Cycles

According to Deloitte, 70% of companies outsource to save on labor costs. That’s why it’s more practical to outsource help desk services. You can significantly reduce the time and resources required for recruitment and retention by outsourcing. It allows you to tap into reliable talents that may not be available inside your organization. You also save time and resources since the provider handles everything, from recruitment to onboarding.

4. Gain Access to Specialized Expertise

Outsourcing your help desk can help MSPs stay ahead of the technology curve by providing access to a wider range of services. It includes access to a wider skill set, continuous learning advantage, and deep industry knowledge. They are updated on industry trends, security protocols, and troubleshooting techniques. This allows MSPs to deliver more targeted and effective IT solutions to clients in specific industries.

5. Usage of Advanced Technology

Advanced tools like ticketing systems, monitoring tools, and diagnostic software are quite expensive. These are necessary upgrades that providers can help you gain access to without spending a lot of your resources. It simplifies integration and updates, freeing up time and resources.

6. Better Focus on Core Competencies

Running a successful MSP requires constant juggling of tasks. That’s where outsourcing IT response centers can help. They allow you to focus on strategic growth initiatives and enable the internal IT team to focus on core competencies. Your team can work on tasks like network security projects and strategic consulting services. This shift in focus enhances the value proposition you offer to your clients, allowing for a more efficient and cost-effective MSP.

7. Enhanced Opportunity to Scale

Outsourcing your help desk can be a valuable strategy for MSPs looking to scale their services. Providers offer efficient scalability, allowing you to adjust the team based on your needs. They also help prevent problems that come with business growth. This way, you can focus on acquiring new clients. You don’t need to worry about operational bottlenecks or service quality issues.

The Criteria for Success: How to Find The Right Outsourcing Provider

You’ve seen the compelling advantages of outsourcing your help desk. Now, it’s time to find the ideal partner to deliver those promises. Choosing the right help desk outsourcing company is vital because it impacts the success of the partnership. This selection process requires careful consideration and thorough research.

Conducting Rigorous Due Diligence

Choosing the right partner is a crucial decision and it entails not settling for anything less than the best. Here’s how to ensure thorough due diligence:

• Experience and Expertise. Look for a provider with a proven track record in serving MSPs. Ask about their experience in your specific industry vertical, if applicable. Also, try to get reviews from happy MSP clients to see how they liked the provider’s services.
• Reputation. Research their online presence and industry reputation. Look for awards, recognition from industry analysts, and positive customer reviews. Don’t hesitate to reach out to your professional network for recommendations.
• Range of Services. Ensure the provider offers a suite of IT solutions that align with your needs. It could include first-line support, remote monitoring, and management. You may also add advanced security solutions and incident management capabilities.
• Tools and Technology. Check the technology platform they use. Ask yourself: Do they leverage industry-leading software and remote diagnostic tools? Make sure that their infrastructure is secure and scalable to support your MSP business.

Beyond the Checklist: Building a Strong Partnership

Due diligence goes beyond checking boxes on a list. You’re building a long-term partnership, so an open and collaborative approach is key. Here are some other factors you should consider when selecting an outsourcing provider:

• Contracts and SLAs. Service Level Agreements (SLAs) define specific standards for both parties. Discuss and negotiate this with your chosen provider. It should include expectations, pricing models, and performance metrics. Establish these terms to ensure they fit your needs.
• Clear Communication. Clarity and transparency are both vital to a successful partnership. That’s why it’s important to set regular meetings to discuss emerging issues and provide feedback. It helps resolve issues and enhance the delivery of services.

Bonus Tip: Ask for a trial period or pilot program with a potential provider. It’s the best way to assess their capabilities and know if they’re a good fit for your company.

Improve Operations with Outsourced Help Desk Services

Nowadays, MSPs face the constant challenge of balancing exceptional service with operational efficiency. We discussed how contracting your help desk unlocks a wealth of strategic advantages. These benefits provide an edge and empower your MSP to thrive.

Partnering with a reliable provider will also help you succeed in outsourcing help desk services. You get experts to handle daily tasks and you can focus on providing great value to your clients.

Take control of your growth and explore help desk outsourcing for your business. STAFFVIRTUAL is a leading MSP help desk provider that offers two trial staff for the price of one, which is beneficial if you’re new to outsourcing. Our team of experts will show how our IT solutions can transform your business and improve your operations. Invest in your MSP’s future by outsourcing your help desk today. Visit www.staffvirtual.com for more information and book a call with us today!

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Sources:

A Study On Customer Satisfaction | Bharath Institute of Higher Education and Research

Help Desk Outsourcing Market Size, Share, Growth & Industry Trends | Verified Market Trends

Service-Level Agreements (SLAs) — A Complete Guide | Adobe

How Much Disruption? | Deloitte Global Outsourcing Survey 2020