Thesis Support Outsourcing

Thesis Support Outsourcing-67
So here’s a head-to-head comparison between outsourcing your technical support, and keeping it in-house: Round One – Total Cost of Ownership When you outsource, it basically means you pay someone to hire support reps, train them, get resources and do everything that goes with it.

So here’s a head-to-head comparison between outsourcing your technical support, and keeping it in-house: Round One – Total Cost of Ownership When you outsource, it basically means you pay someone to hire support reps, train them, get resources and do everything that goes with it.

Round Three – Quality Control There’s a reason companies still prefer to build their own support team and oh boy, it’s a good one – when you outsource your technical support, you have no control over the quality of the support.

When you outsource technical support, you’re basically handing over the responsibility of making sure that your customers are getting correct, complete answers to their questions.

So for all those companies that are looking to shift to the new reality, outsourcing may not be the key that gets you there.

Sure, answering direct queries is still a part of the equation but it’s not the only part anymore. In a lot of cases, outsourcing definitely seems to be the way to go.

As long as most support queries lie within the boundaries of this manual, the outsource should do just as well (or even better) than your own employees.

But if your support queries involve more technical expertise, a lot of tacit knowledge and walking across the floor to quickly get inputs from the products team, outsourcing the function is a sure way to disaster.

Round Two – Scaling up (or down) There comes a time in every technical support agent’s life when you realise you have more tickets coming in than the team can chew.

Or that there are just too many agents manning lines that don’t ring as often as justified.

Round Five – The Rulebook Okay, this one gets a little bit more subjective.

Can all your technical support woes can be solved with a troubleshooting manual?

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