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10 Essential Things to Think About When Outsourcing Tech Support

59% of businesses use outsourcing as a cost-cutting tool, but there’s more to think about than how much money it saves. What else should you think about before you turn your business tasks over to an outside source?

When you outsource technical support, will it be the same quality as what you can provide in-house? Will it help or hurt your company in the long run. Continue reading this article to learn the answer to these questions and more.

Outsource Technical Support – Yea or Nay?

When you’re going to have independent contractors working for you, you need to have proper agreements drawn up. Independent contractor agreements are not the same as employing people at your place of business, and there are different laws in each state.

That’s an important part to think about when you’re contemplating your technical support outsource project, but let’s get into the other ten things you need to think about below.

1. Can You Scale?

If you don’t outsource your tech support, are you able to scale? Sometimes it isn’t as easy as it sounds to hire someone. Many times, when business is booming, there will be a shortage of talent.

If you can’t find the talent to bring them in-house, your only option may be to outsource to a company that has the talent you need.

2. Ownership Cost

It can be difficult to release a very important part of your business to another company. When you outsource your tech support, you are trusting that the company on the other end of the line will take good care of your customers.

If you decide to keep your customer support in-house, you need to think about the cost of ownership. If you have a people-centric tech support team then outsourcing to someone that can do the work without the high cost will save you a great deal of money.

3. Quality Issues

Before you outsource, you need to think about any quality issues. How does the company assess quality? Do they know your topic and can they help your customers?

Ensuring that your customers receive quality support is key even when you want to save money. If you have a lot of quality issues, you could lose your customers which means you will lose revenue. Low-quality customer support isn’t the answer to your tech support challenges.

The good news is that there are many companies that are not low-quality. You can find tech support companies that can provide better quality than you can provide in-house. Before you hire anyone, test their services and see which option is the best for you.

4. Communication Barriers

When you outsource overseas, you may be worried there will be communication barriers. The truth is that there could be communication troubles, but that isn’t always the case. This is another important thing to test before you agree to any contracts.

5. Learning From Customer Feedback

When you outsource your tech support, you might be worried that you won’t be able to learn from customer feedback. The truth of the matter is that you can instruct the tech company to collect feedback for you. You don’t have to fly blind simply because you’re outsourcing.

6. What Are the Rules?

Writing a good handbook or set of rules for the company you outsource to is essential. They need to know what you expect of them so they can get the right talent for the position you have available.

While there may still be some things to iron out, there will be fewer questions if there is a manual to refer to.

7. Do You Have People to Cover All Hours?

If you don’t have 24/7 tech support coverage, you may want to outsource. While people understand business hours, they don’t like business hours. Having the ability to service your customer’s tech challenges 24/7 gives you the edge over the competition that doesn’t offer this type of support.

8. Do You Want to Train Tech Support?

If you want to hire in-house, you usually have to train your tech support on the topic. On the other hand, if you work with a company that specializes in tech support, then it is easy for them to work for your company using the knowledge they already have.

9. Are You Stuck In Work Operations?

If you find yourself being tech support, this is a true sign that you need help. It’s easy to get pulled down into the everyday operations of the business, but that isn’t how it is supposed to be. If you notice you’re answering tech support calls and getting pulled in many directions, it is time to make the outsourcing call.

10. Is Your Business Growth Lagging?

Look at your business growth. What do the numbers say? Your feelings might lie, but the numbers don’t lie.

If your business isn’t growing and you’re losing customers because they can’t get timely customer support, you need to look into outsourcing.

Doing Business the Smart Way

Our businesses can pull on our heartstrings and it is really easy to want to keep everything close, but sometimes we need to let others take over. If your business is going to suffer from not making a move, then that is the point you need to let it go.

More and more business owners are seeing the value of paying other companies to do the work they aren’t good at or don’t have the time to do anymore.

Increase Your Business Savvy

Now that you’ve learned about how to outsource technical support, you’re likely wondering about other business options. There is always something new to learn and another level to take your business.

One of the important parts of running your business is the startup phase. If you are still in the startup phase, we have many articles that will help you get the information you need. Read through these articles today to learn more about getting your business up and running.