Picture of Daven Michaels

Daven Michaels

New York Times Bestselling Author, 30-year business veteran, and Executive Chairman of CurrentC Group.

One of the biggest challenges of the 21st-century business is managing costs. As technology rapidly advances and adopted by more and more people, companies (both small and large) face increased financial budgetary strains. The development is basically one of the motivations for outsourcing specific business operations to some third party company.

Companies that have products and services requiring technical support has seen the necessity of outsourcing that service to reputable companies and has gained immensely from that. You could take a cue from this, whether yours is a well-established corporation or just a start-up business. Here are some factors that may necessitate outsourcing technical support:

  • Lack of in-house skilled labor
  • Availability of external cheap and qualified labor
  • Ability to focus resources externally

As you read further in this article, you will find out how good outsourcing is and the article that will follow will highlight some of the drawbacks of technical support outsourcing. The need for outsourcing will vary from company to company. It’s only wise to study the services of each company to see how best they can serve you.

Benefits of Outsourcing Technical Support

Cost reduction is the first benefit that will come to mind for those who would like to save some money. The cost of maintaining your telephonic systems, servicing and paying for VOIP services can be outrageous. But outsourcing your technical support to a third-party specialist will transfer the burden of cost associated with hiring and training technical support specialists, resources set up, and maintaining the systems to the outsourced specialist.

When you outsource your technical support, your business spends less hiring people. Amazingly, your business hires a team of more people for much less and enjoys the peace of mind of having knowledgeable, highly-trained associates assisting your clientele as the need arises.

There is the flexibility factor. As your business grows you will need to be able to attend to the increasing problems brought to you by your now many customers. Your systems and infrastructure should have to keep pace so that customers don’t pay the price for unforeseen hiccups in your services or coverage.

An in-house technical support service brings two potential scalability problems:

First, as your business grows rapidly, it might become a struggle finding quality team experts to work in your technical support department and clients will suffer as they’d have to wait longer to get served. Second, if you do find the collection of expert team you’re looking for, they’d be very expensive to pay. You will also find yourself stuck with lots of experts sitting around waiting for problems to pop up. Can you include their bills in your running costs and still break even?

When you outsource your technical support to a vendor, all the responsibility of scaling up and down has been transferred to them. You pay them to add all the qualified staff you need for your expansion or scale down services when you have a contraction. It is now for them to take the responsibility of absorbing those shocks and adjust as occasion calls.

Finally, outsourcing helps the company to focus. Every company has limited budget and resources and is working hard to make those tackle all business’s needs appropriately. Outsourcing technical support services can free up resources such as funds, people, and infrastructure, which will now be used on core business processes.

Outsourcing removes the burden of staffing, funding, and maintenance of a technical support group, and helps the company focus its efforts on building its core business processes to make sure that clients are receiving the best products and services from your company.

Daven Michaels is a New York Times Best Selling Author and CEO of the premier global outsourcing company, 123Employee. The company employs hundreds of young bright individuals on three continents. His International event, Beyond Marketing Live! Inspires entrepreneurs to build & grow their business with revolutionary new theories and systems allowing them to design the business and personal lifestyle of their dreams.




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