4 benefits of help desk outsourcing.

Help desk outsourcing offers customer or end users with information and support related to a technology, software or company. Read its 4 benefits.

40% of help desk positions in the banking industry are held by help desk outsourcing services. Around 55% of customers are likely to get attracted towards excellent customer service. 85% of the customers are ready to pay more for upgraded help desk experience. Outsourcing cost success rate for help desk is 74%.

(Source: credit donkey, computer economics)

Above statistics indicate help desk outsourcing market is growing higher at a CAGR of more than 6% during the year 2016 to 2020. Help desk services are responsible for providing consumers with excellent technical support in their time of need. Unfortunately many organizations’ budget do not allow them to have an in-house help desk solution to support customers. This is the prime reason why help desk outsourcing is considered.

Following are the 4 mind blowing benefits:

1. Availability- No organization is able to provide 24x7 help desk support with an in-house team. Help desk services has dedicated team of experts working in different shifts to deliver 24x7 support to the end consumers. Having no help desk support in place after working hours can lead to frustrated customers, increased complaints, and customer retention.
2. Expertise- In-house support representatives may lack the knowledge or experience to bring all calls to a resolution. It has all the necessary expertise delivering excellent solutions to the customers. These experts deliver better call management and skills with your service level objectives in mind.
3. Response time- Help desk services include taking control of a computer or account without physically being at that location. It saves labor, transportation and material and allows faster response time to detect and troubleshoot problems. With latest technologies, it has become easy for help desk services to cut down response time by immediate dispatch.
4. Cost- Now that’s the core reason any organization hires outsourced services. Help desk outsourcing decreases the cost of labor, technologies, tools and customer losses. Poor help desk can turn into poor brand loyalty that can directly lead to permanent loss of customers.

Suma Soft’s IT Help desk outsourcing services are designed with a deep understanding of client’s specific business requirements. Our IT help desk outsourcing services team helps timely troubleshoot each query and enable organizations to accelerate performance and save cost.The outsourced help desk costs are competitive and help improve economies of scale exponentially. We understand that customer care is the key differentiation when it comes to business. Our IT help desk outsourcing services cater to global customers with Level 1, Level 2 and Level 3 technical support outsourcing services.

Investing in help desk services, not only saves organization’s money but also creates time to invest in clients and employees.

Suma Soft is one of the top 10 help desk services providing the client with a single-point-of-contact. Our services offer:

100% call recording

Detailed MIS and reporting system implemented with key SLAs

First-call resolution rate of calls increased to over 75%

Overall cost-reduction by 50%

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