Debunking common myths about outsourcing help desk support

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Outsourcing IT activities, such as help desk support, can save your business time, money, and valuable resources. Despite these clear advantages, the practice still faces many misconceptions that can cause companies to overlook its potential long-term benefits. Below, we’ll debunk common myths about third-party IT support and break down how your organization can maximize the value of these services.

Myth 1: Outsourcing help desk support is expensive

Outsourcing third-party help desk support may seem like a huge investment, but it’s actually highly cost-effective. When companies manage their own help desk, they incur significant costs related to hiring, training, and maintaining a full-time staff. These expenses also include benefits, office space, equipment, and ongoing professional development. Additionally, in-house teams might struggle with varying workloads, leading to inefficiencies where staff are underutilized during slow periods or overwhelmed during peak times.

Outsourcing help desk support eliminates many of these overhead costs. Many providers also offer flexible pricing models, letting you pay for the exact level of support you need, whether it’s 24/7 coverage or peak-time assistance. This means your company can scale support up or down based on demand without needing to make additional investments or worrying about resource wastage.

Myth 2: Outsourced help desk support is low quality and unreliable

Many companies are unsure of whether a third-party help desk can offer the same level of tailored, high-quality services as that of an in-house support team. Plenty of outsourced support providers, however, invest heavily in training their staff to ensure they are knowledgeable, skilled, and capable of providing excellent IT service. They also employ technicians who are experienced in various IT disciplines, and can therefore provide prompt and effective support. 

Additionally, third-party help desk providers use the latest monitoring and reporting systems to track performance and ensure that service level agreements (SLAs) are consistently met or exceeded. 

Myth 3: Outsourcing offers less control

Modern outsourcing arrangements are designed to provide clients with extensive control and transparency over the services they receive. Providers will typically work closely with you to tailor their services to your specific needs and objectives. You’ll also gain access to detailed performance reports and metrics through advanced reporting tools and dashboards. These provide real-time insights into key performance indicators, such as response times, resolution rates, and customer satisfaction levels.

Moreover, communication and updates between clients and outsourced providers is a key and frequent practice. On top of this, your SLAs should help clearly define the expectations and standards that the provider must meet, giving you assurance and control over the level of service delivered.

Myth 4: Outsourced support services are only for larger organizations

Businesses of all sizes can greatly benefit from outsourcing their help desk services. Small and medium-sized businesses (SMBs) often find that outsourcing is particularly advantageous for granting them access to high-quality support without the hefty expenses of an in-house team. SMBs can thus focus their resources and manpower on core business activities while still providing excellent tech assistance to their customers and employees.

Outsourcing can also help a smaller business stay competitive by providing them with the same level of support and technological capabilities that larger companies enjoy. This helps drive their growth in the industry while enhancing client satisfaction and operational efficiency. Furthermore, providers’ flexible service plans allow companies of varying needs and budgets to invest in the appropriate level of support that best fits their requirements. This could range from assistance during peak periods to full-time coverage, granting them the exact services they need without overcommitting financially.

Seeking to outsource your help desk support? Our experts at SpectrumWise can help take the burden off your hands, providing round-the-clock assistance to ensure your workforce stays productive and efficient. Consult with our team today to find out more.


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