October 14, 2024
Why Do MSPs Choose to Outsource Their Help Desk Operations?
Patricia Arcilla
Patricia is a content writer for STAFFVIRTUAL. She’s been interested in writing since she realized...
Managed service providers (MSPs) handle a lot, from cybersecurity to network management, to client support. But when the help desk aspect starts consuming too much time, it’s worth asking, “Is this the best use of our team’s focus?”
Outsourcing support services has become a smart solution for many MSPs. According to a Deloitte report, 65% of businesses outsource to concentrate on their core business. But beyond that, offshoring allows MSPs to offer better support without overburdening their in-house teams and to save on resources.
Interested in learning more? Let’s discuss why MSP Help Desk Outsource solutions are becoming popular and how it can benefit your business in the long term.
What Does Outsourcing Help Desk Operations Mean for MSPs?
Outsourcing help desk services means partnering with a third-party provider to manage customer support requests. These external teams handle everything from basic troubleshooting to complex IT issues. In practice, they become an extension of your business, working remotely to deliver real-time assistance.
For MSPs, this typically involves resolving software problems, handling network issues, or addressing server downtime. The benefit? Your internal team gets more time to focus on bigger projects like network upgrades or client strategy, while the external team takes care of daily support.
Actually, it’s not uncommon to outsource support services like help desks. Research from Computer Economics revealed that half of organizations already outsource (fully or partially) their help desk functions. The study also projected that help desk outsourcing will continue to grow as around 91% of companies expect to increase or maintain what they currently delegate externally.
Challenges MSPs Face with In-House Help Desks
So why consider delegating support services to others? Running an in-house support service might seem like the best option for maintaining control. However, it often leads to unexpected hurdles, such as:
Hiring and Retaining Talent
Finding and keeping skilled IT help desk staff isn’t easy. The tech industry is notorious for turnover, meaning you’ll spend a lot of time and money recruiting and training new hires.
As employees come and go, your service levels can take a hit, leaving you scrambling to fill gaps. It’s an ongoing challenge that disrupts productivity and drives up operational costs.
Operational Strain
Managing an internal help desk demands constant oversight. As your client base expands, so does the volume of support tickets, which puts additional strain on your team.
With so much focus on troubleshooting, it becomes difficult to prioritize high-level projects that drive long-term business growth. In the end, innovation takes a back seat to daily tasks.
Inconsistent Service
Maintaining service quality can be tough to do during peak periods. Your team can easily get overwhelmed by the volume of inquiries, leading to slower response times and a drop in support standards.
This inconsistency can erode trust with clients. It ends up ultimately harming your brand’s reputation as issues go unresolved or delayed for too long.
Top 5 Reasons MSPs Outsource Help Desk Support
Now that you’re aware of the challenges MSPs face running their own support desk, let’s look at how outsourcing can lighten the load:
- Cutting Costs the Smart Way
Offshoring slashes expenses related to hiring, training, and maintaining an in-house help desk team. Instead of draining resources, MSPs can reallocate those funds into strategic growth.
Plus, you’ll avoid the ongoing costs of employee benefits, office space, and equipment (depending on your contract or agreement with your provider.)
- Tapping into Top-Tier Expertise
An external help desk brings highly skilled professionals trained to solve a range of technical issues efficiently. Their experience lets you have faster resolutions and fewer escalations. They help give MSPs like yours the advantage of quick, high-quality support for your clients.
If you work with an established outsourcing company, they’ll find and vet qualified professionals for you. So, with this level of expertise on hand, even complex issues get resolved faster which leads to less downtime.
- Scaling Without the Hassle
When your client base expands or fluctuates seasonally, handing off help desk duties provides the flexibility to scale support up or down without disrupting service. This keeps your operations agile and adaptable without the stress of adjusting in-house resources.
You can easily accommodate growth without the headache of constantly hiring or training new employees.
- Around-the-Clock Responsiveness
Most offshoring or outsourcing partners offer 24/7 support, so clients get assistance whenever they need it. When emergencies happen outside regular working hours, immediate responses keep customers satisfied and your reputation intact.
This round-the-clock availability helps guarantee that no issue is ever left unattended, no matter when it arises.
- Focusing on What Really Drives Your Business
Your team can zero in on the focal aspects of the business that drive growth when you delegate help desk support to others.
Rather than getting pulled into routine support tasks, they can concentrate on initiatives that propel the company forward and provide higher-value services. This lets your core staff innovate, strategize, and focus on delivering exceptional client experiences.
How Outsourcing Help Desks Improve MSP Scalability
We’ve mentioned that scalability is a prominent advantage when you farm out certain roles. Although it can be tough for any MSP as client demands grow. Hiring more internal staff is often expensive and not the most efficient option. Outsourcing or offshoring can then come in as an immediate, practical solution.
Let’s say you land a big client with hundreds of employees. Managing all their support requests internally could overwhelm your team, leading to slower response times and unhappy clients. With an outsourced partner, you can scale effortlessly, offering 24/7 support without any hitches.
This kind of flexibility allows your MSP to take on new clients and still provide top-notch service across the board.
Enhancing Client Satisfaction Through Outsourced Help Desks
Client satisfaction is key for MSPs. We keep reiterating the fact that when issues are resolved quickly, clients feel valued and supported, which leads to long-term loyalty and referrals.
Partnering with a reliable third-party provider could help you with that by improving response times and service quality. A study by HubSpot found that 90% of customers expect immediate responses to their inquiries. With the support of outsourcing, you can meet these expectations with consistent availability and faster resolution times, even during busy periods.
Offshoring could also provide multilingual support, which is advantageous for MSPs with a global client base. This extra flexibility helps improve client communication and ensures a smoother experience for everyone.
How MSPs Can Seamlessly Transition to Outsourced Help Desk Operations
Transitioning to an outsourced help desk may seem daunting, but it’s manageable when approached methodically. Here’s how to make the process smoother for your MSP:
Celebrate Milestones. Recognize successes during the transition, whether it’s meeting a deadline or resolving a major issue. This helps build momentum and encourages collaboration across teams.
Assess Current Needs. Start by reviewing your current support service workload. Determine which tasks can be offloaded to lighten your team’s load and increase efficiency.
Choose the Right Provider. Find a partner with a proven track record in the MSP and support service industries. They should integrate smoothly with your existing systems and offer specialized knowledge.
Establish Clear Expectations. Set specific performance goals, response times, and service level agreements (SLAs). Define these early on so everyone stays on the same page.
Run a Trial Period. Pilot the outsourced team on a smaller scale before fully transitioning. This allows you to evaluate their performance and make adjustments as needed.
Maintain Open Communication. Keep your in-house team, offshoring partner, and clients informed during the transition. This can minimize confusion and maintain service continuity.
Plan for Knowledge Transfer. Make sure your new help desk team understands your clients, processes, and tools. Provide detailed documentation and onboarding to streamline the learning curve.
Monitor Progress. Regularly check in on how the external team is performing. Offer feedback and adjust expectations as necessary to keep operations smooth.
Prioritize Data Security. Make sure your chosen outsourcing company adheres to strict security standards. Confirm they have protocols in place to protect sensitive information.
Establish a Dedicated Point of Contact. Assign a liaison to handle communication between your in-house team and the outsourced provider. This fosters accountability and enables quick resolution of issues.
Why Outsourcing with STAFFVIRTUAL Is the Future for MSPs
Outsourcing your help desk operations provides MSPs with a streamlined, cost-effective solution that can improve service quality and scalability. STAFFVIRTUAL brings expertise, reliability, and customization that make us more than just a vendor.
STAFFVIRTUAL doesn’t just offer help desk outsourcing. We want to become an extension of your team, aligning seamlessly with your MSP’s goals. Our experience and expertise in the MSP space mean you’re not just getting a service; you’re gaining a partner who understands your unique needs.
Here’s what makes STAFFVIRTUAL stand out:
- Round-the-Clock Support. We can provide 24/7 dedicated help desk teams, ensuring your clients always have access to expert assistance, no matter the hour.
- Industry-Specific Expertise. We recruit and vet skilled IT professionals who stay on top of the latest trends and tech.
- Scalable Solutions. Our customizable service plans grow with your business, allowing you to scale up or down based on demand without any disruption.
- Clear Communication. Transparent reporting and performance tracking give you full visibility into how your support service is performing, so you’re always in control.
- Strategic Focus. Partnering with STAFFVIRTUAL frees up your in-house team to focus on core business functions, allowing you to drive growth while we handle daily support.
Trust us with your help desk service, and take the first step toward efficient, stress-free support operations. Book a meeting with us now to learn more!
Sources:
Top Reasons to Outsource Your Help Desk | LinkedIn
How MSPs are benefitting from outsourced IT support | Sherweb
Outsourcing and Shared Services 2019-2023 | Deloitte
IT Outsourcing Statistics – Computer Economics by Avasant | Computer Economics
Live Chat Exposes a Fatal Flaw in Your Go-to-Market | HubSpot