How to Outsource Technical Support with Ease: Top 3 Tips
by Mashum Mollah Management 10 April 2019
How to outsource technical support quickly and easily? More importantly, how to do it safely and successfully? If these are the questions you’ve been longing to find answers to, you’ve come to the right place. In this article, we will explain in detail how to successfully outsource all your technical support successfully and with no risk. Enjoy!
Technical support is undoubtedly an important part of any technology-related business. If your business is providing technology-related services or products then most likely your customers may need additional technical support from your side.
Why In-House Technical Support Is a Bad Idea:
However, running and maintaining a technical support department may sometimes prove quite expensive and complicated. This is especially true in countries like the US or the UK. Qualified specialists require high salaries, additional office space, and equipment. All of these things add up to your overall costs and can become a real nightmare.
Fortunately, there is a solution – outsourcing. Instead of maintaining an in-house support team you can simply build a remote technical support team which will provide the same or even better quality of support for less money. However, you must know how to do it right. Here are the best five tips to help you do that successfully:
- Outsource it offshore
- Outsource it to a country with a good level of English
- Pick a country where the price/quality ratio is the highest
Let’s analyze each of these tips in detail.
Outsource It Offshore:
First and foremost, the only way to really get a positive return on your investments in outsourcing technical support is to go offshore. As we’ve already said, is based in the US, Canada, UK or some other first-world country, it’s hard to obtain any cost advantage. Using an offshore remote technical support team, on the other hand, will usually provide you with significant cost savings.
Choose a Country with a Good Level of English:
We assume your team is going to provide support in English. Therefore, you want to be sure that your remote assistants have sufficient knowledge of the language and can provide excellent assistance in English to your customers. It’s a good idea to check any available certifications and other documents which confirm every team member’s level of English.
Pick the Best Price/Quality Ratio:
It’s definitely a mistake to consider only the price or quality when selecting the region and company to outsource technical support to. You must consider both factors and make decisions based on their ratio. It is not a good idea to outsource to some country just because it’s cheap. Neither is it a good idea to overpay for great quality. You want to find the optimal option.
Outsourcing technical support is undoubtedly a great business decision if you’re looking to cut costs and make your business more effective. However, achieving such a result without sacrificing support quality is not always easy. But if you know the right tips it becomes way easier. Today we have provided you with these tips: go offshore, consider only those companies which can boast a good level of English and always choose the best price/quality ratio. Good luck:)