4 Reasons Why Outsourcing Your Tech Support Team is a Smart Move

The internet revolution has shaped businesses in the 21st century in ways that many of us couldn’t have imagined. Not only has it redefined the way companies do marketing and customer service, it has also changed the definition of growth for all types of businesses through having available technical support to answer over the phone and resolve customer’s issues. Today’s growth metrics often include this type of support, and finding ways to optimize and enhance this aspect of your company’s service can be very tricky and slow because building your own team is expensive due to scarcity of talent and those with tools proficiency, especially for small and medium businesses where resources are limited and has meager experience in building an in-house technical support team.

One effective solution is outsourcing, and here are the top 4 reasons why:

Outsourcing allows you to save and scale

Outsourcing tech support means that your BPO partner can control the scale of manpower to meet your changing needs. This applies to taking care of resources such as technical infrastructure (including softwares and operating systems like Microsoft servers, Linux Server Operating System, IP-PABX, Cisco Technologies, etc) assuring you that the teams built are not only trained and certified but are also tools proficient. Their A+ recruitment process can scale your business and build you a great, high-performing technical support team through their access to world-class talent yet with a projected savings of up to 70% on operating costs. This means that you can be sure that your tech support is at its best and that you have the advantage of being able to access cutting-edge technology and services without breaking the bank.

Outsourcing allows you to focus on business operations

One key advantage of outsourcing is that you’re able to focus on your core business operations, developing your business processes, products, and services without worrying about the burden of implementing and maintaining all technical-related work. This team can ensure operational excellence and your customers’ technical-related concerns are responded to in a timely manner and resolved according to Key Performance Indicators (KPIs) and Service Level Agreement (SLAs) such as technical support resolution rate and high team productivity. This is vital, especially since it’s your business operations that ultimately indicate your company’s competitiveness and edge compared to other companies.

This also allows a 24/7 operation with the appropriate escalation levels (tiered technical support) which means that any problems and issues can be addressed as soon as possible and your customers will not need to wait the regular 8-5 working hours to get their issues resolved. The right partner promises reliability and seamless troubleshooting procedure that results in both practical and cost-effective solutions.

Outsourcing helps protect your and your customer’s data

Tech support covers security testing, security monitoring, and response to security threat incidents. This is important, especially if most of your internal and external communications happen online or in the digital world especially in the new normal. Outsourcing tech experts ensures that the likelihood of your company becoming the victim of cyberattacks is minimized. This also means that any security breach or virtually any disaster is addressed immediately and that your company is able to recover quickly.

The right partner is ISO 27001 and 9001 certified, GDPR, HIPAA and DPA20212-compliant because they understand that data security is one of the most crucial factors for a growing business especially in the evolution of the blended office and remote work set up. They also make sure that the team they are building for you are educated and compliant in data privacy regulations and policies.

Outsourcing ensures customer satisfaction through a high Net Promoter Score (NPS)

A high NPS of >60 means that clients are highly satisfied with the service they are receiving from their outsourcing provider. Their pain points and unique needs are addressed accordingly. A high-quality service delivery of the outsourcing partner extends to the satisfaction of their client’s customers as well. A promoter NPS gives clients a peace of mind – that the outsourced business processes are handled meticulously and efficiently.

With these four advantages, you now probably have a clearer picture of how outsourcing tech support can work for you and your company. Before taking that leap, though, make sure that you know the particulars of your needs and goals for outsourcing–that way, it will be easier for you to find a BPO partner that suits your company. The finding the right partner can yield these great results:

Operational excellence
Build a great technical support team with good communication skills
Operational cost savings of up to 70%
90% technical support resolution rate
95% team productivity
Information and data security
ISO 27001 and 9001 certified, GDPR, HIPAA and DPA20212-compliant
71 NPS: Sense of security and peace of mind

Partnership with Infinit-O

Infinit-O’s mission is to create endless opportunities for your company to realize its full potential.

We can build you a great, high-performing technical support team:

Technical Support Representative
IT Technical Assistant
Information Technology Team
IT Operation Analyst
IT Operation Engineer
Others

Let’s work together to build a great Technical Support Team.

Infinit-O is the trusted customer-centric and sustainable leader in Business Process Optimization to Small and Medium businesses in the Financial Services, Healthcare and Technology sectors by delivering continuous improvement through technology, data and people.