In the global economy, more and more businesses are realizing the benefits of outsourcing their technical support. Whether software, installation, product related, connectivity, application, or troubleshooting companies are realizing that outsourcing their technical support will save them time, effort, and money. But outsourcing is not the best decision for every company. There are a few questions that company leaders should ask themselves before jumping on the outsourcing wagon.
What are the Costs?
When a business outsources technical support they are essentially letting that company handle rep training and the gathering of resources to support your business. This means your company can bypass hiring personnel and training which saves time and money. If a company is considering outsourcing their support, a good question to ask is if your technical support cell is people centered. If so then outsourcing to a low cost center is an economical decision.
Is Troubleshooting for Your Company Easy?
Some organizations may have complex problems that only in-house designers or engineers can troubleshoot for customers. However, other companies may have service and products who’s troubleshooting can be easily handled by inexperienced third parties. If your company can create a troubleshooting guide that technical support centers can successfully use, then outsourcing is a good choice.
How Much Do You Want to Interact with Customers?
In-house technical support gives your support team the ability to become intimately involved with customer issues. In-house agents may get to know the customers by name, learn their technical problem history, and work with them on several occasions. You will not achieve this level of knowledge with an outsourced company.
If you choose to outsource your technical support, you will need a tech support merchant account with an experienced third-party payment processor. eMerchantBroker.com can get your tech support merchant account set up in as little as 48 hours. There is no application fee and a VISA or MasterCard is not required to open the account.
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