Category: Outsourcing

Help Desk Outsourcing


With the need to provide the best customer services, with the best available technologies at a cheaper option, is increasing at a rapid pace. Big corporations in the western countries are now turning to outsourcing their help desk to third parties. It is a surprising factor that is known to a few people of the technological. These new changes have revolutionized the workplace since the last decade. The changes have come to us by various technologies such as Data warehouses, e-mail, groupware, the Internet. These technologies have been the reason for change in storing, processing and the ability to share data.


With the advancement of these technologies, comes the dependability of computers and the internet. Which means that the help desk calls get increased by the minute and soon become one of the most important departments of the organization. However, a massive help desk would not prove to be cost effective. The cost of setting up such a department rises with the constantly new technologies that keep coming up. Not to forget the staffing difficulties such as hiring and looking after such a vast amount of people.

Help desks located inside organizations are much restrained by the infrastructure. If you outsource the help desk to another location, the service standards can be maintained and would be cost effective as it would be taking care of the faculty and infrastructure.

One of the greatest threats to the outsourcing of the help desk is security. When deciding which outsource company should go to, it should be made mandatory that you only go with the trusted name in the market. The plan made to you while looking for a source to outsource your help desk should be bullet proof. The security would be suitable to you the procedures and the technologies implemented are up to your standards.

There are some requirements that are made when work is outsourced to you. You will be asked to satisfy some needs of the client (the party who is outsourcing).


Some of the needs include:


  • Time until call is answered by a human agent
  • Time to resolve a problem
  • Abandonment rate (i.e., number of callers who hang up before call is answered by a human agent)
  • Overall system availability. and
  • Overall customer satisfaction


Some of the assets that are needed by a company who is accepting the outsource deal are the following:


  • Physical Location
  • Private Branch Exchange (PBX) and Automated Call Distributor (ACD)
  • Computer-Telephony Integration (CTI)
  • Help Desk Automation Software
  • Knowledge-Based Tools
  • Asset Management Tools