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Outsourced Help Desk: Are You Ready to Take the Plunge?

Outsourced Help Desk: Are You Ready to Take the Plunge?

As a Tampa Bay-area solution provider, I’ve been doing IT for over 27 years. While I’m always on the lookout for new ways to increase efficiency and seize new revenue opportunities, there’s one cost-cutting measure that I’m possibly considering: outsourced help desk. I’ve heard other VARs rave about the results and the ease of implementing this strategy, but I’m not sold on it yet.

With outsourced help desk, you can get:

  • 24/7/365 coverage
  • lower expense than internal resources
  • more of an ITIL process
  • the ability to pursue new verticals such as EMR (electronic medical records), if the help desk service has certification in those areas
  • more than a message service, they create a ticket and work it, moving tickets to us if a senior engineer is needed or if there is a field service need

Why I Keep Our Helpdesk In-house

I have direct control of the help desk staff. I hire them, train them, and can hear their calls day in and day out. An outsourced resource will not be under my direct control. More importantly, my help desk is the voice of my company. When my clients call, they want to hear a familiar voice, someone who they’ve dealt with before, who understands them. My help desk is also the frontline, who can read the tone of conversations to notify my team of the client’s mood.  And they are alert to new sales opportunities as well. Will outsourced help desk staff be really invested in the good will of my clients? Maybe, maybe not.

At the end of the day, what I own is the relationship with my clients. When the person they deal with on a regular basis is in a call center hundreds of miles away, how can they feel engaged with my practice?

Where do you stand?

David Bellini is president of ConnectWise. Monthly guest blogs such as this one are part of MSPmentor’s annual platinum sponsor program.
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