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Outsource Help Desk – Is It the Right Thing to Do?

Are your customers getting the quality help and at the time the help is needed? Are your in-house employees juggling between attending to customers and handling their primary duties, resulting in extended waiting time when customers call in? Remember, your customers are the reason why your business is still in existence. Therefore, giving them less attention than they deserve can turn them over to your competitors, causing your business to dwindle. Outsource help desk to help you pay maximum and quality attention to your customers.

So, Is Outsourcing Help Desk the Right Thing to Do?

The situation described above is typical of many businesses and companies. There’s hardly special and quality time dedication to customers. The same employees in charge of payroll or other functions are the same persons charged with the responsibility of answering customers’ phone calls and attending to their needs. How are they going to deliver quality customer care and help in such situation?

Obviously, the most sensible solution is to outsource help desk for the following reasons;

1: Undivided Attention

Outsourced help desk service providers have no other duty but to answer customers’ phone calls and resolve their complaints. They are not charged with any other responsibility like the employees in a typical business or company setting. Therefore, they focus all their energy, attention and skill to resolving customer’s complaints and technical issues, leading to increased customer satisfaction. This would in turn result in a ripple effect in form of increased business patronage, customer loyalty and more referrals.

2: Round-the-Clock Help Desk Service

Most businesses and companies run the typical 8am-4pm working duration. As a result, customers may not get help to resolve technical and other issues afterwards. On the other hand, outsourced help desk providers work round-the-clock since they adopt the shift-duty modality, making it possible for customers to call in at any time, even at very odd hours to get the help they need.

So, if you are wondering why consumers tend to gravitate more to your competitor, it is because your competitor is leveraging helpdesk outsourcing solution to offer consumers the help they need for their technical issues, even during off-business hours. Customers are confident that someone would pick up their call at the other end even at 12 midnight and beyond.

3: Time-Zone Barrier is Eliminated

Also, since outsource help desk providers run shift or rotational duty, time-zone barrier for businesses that also serve international customers is eliminated. This is because there’s always someone at the other end stand-by and ready to attend to the customers’ technical needs regardless of what time of the day it is.

4: Less Waiting Time

I hate it when I get those annoying messages at the other end — “you have five customers ahead of you…you have to wait for 3 minutes…” Almost every customer hates to hear that as well. I can easily tell that companies that give customers such off-putting responses are not yet leveraging help desk outsourcing to reduce call waiting time and enhance customer satisfaction.

Here’s the bottom line, choosing to outsource help desk is the right decision for any company or business.

Daven Michaels is a New York Times Best Selling Author and CEO of premiere global outsourcing company, 123Employee. The company employs hundreds of young bright individuals on three continents. His International event, Beyond Marketing Live! inspires entrepreneurs build & grow their business with revolutionary new theories and systems allowing them to design the business and personal lifestyle of their dreams.

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