Outsource help desk

In continuation with my earlier posting on call centre services outsourcing one more important sub-category which can be added is Helpdesk services.

A growing trend in recent years has been to outsource either the help desk function individually, or the whole IT operation inclusive of the help desk. This is certainly not appropriate for all organizations, but does bring measurable benefits to some.

Obviously the major areas of benefit relate to economies of scale and the advantages of utilizing a specialist and focused provider. However, it is important that there is no illusion with respect to help desk management: ultimate responsibility for the help desk is retained. Poor help desk provision will adversely effect the help desk provider, not only the outsourcing firm.

Improve your customer service
Lower your technical support costs
Improve your business image
Reduce your management headaches

Help desk services includes

Toll-free telephone
e-Mail
FAX
Live Internet text chat
Remote control
24 hours/day X 7 days/week X 365 days/year
After-hours and Overflow
Commercial computer hardware
Commercial desktop software
Vertical or Custom application support
Bilingual (English/Spanish) support etc....