Technology is the underpinning of operational success for most businesses and each business needs a plan in place to manage their technology. But how is your company supporting your end-users? Are you utilizing internal IT staff to the best of their abilities, or are they left to mundane tasks such as password resets? If the latter is the case, then it’s time to consider passing the day to day tasks to an outsourced service desk.
Making the decision to utilize an outsourced service desk can be a strategic advantage that saves your business time and money; however, how do you begin to sort through the hundreds of options to find the ideal partner to provide the best value for your company? Below are five key factors to consider when evaluating a service desk provider:
Sometimes the unexpected happens at the worst possible time, so it’s important to ensure someone is available to assist and solve your problems quickly and efficiently. Every minute spent waiting for a technical issue to be resolved costs your business critical time and money. If your provider doesn’t staff a night or weekend shift and you’re locked out of your account on a Friday evening, you would have to wait for your issue to even be looked at until Monday morning. Developing a service level agreement (SLA) with a service desk means you receive timely support so you don’t have to wait on someone else’s schedule.
Nowadays, there are many companies that outsource their service desk solutions overseas. However, by using a locally based service desk, you avoid potential language and cultural barriers, and speak with agents who may have a more comprehensive understanding of technical topics. Additionally, according to research from Marchex, (http://www.destinationcrmblog.com/2015/08/28/u-s-call-centers-rebound/ )offshore agent calls lead to longer hold times, longer conversations to solve problems, and more call transfers than domestic centers.
- User Experience
When evaluating a service desk provider, it’s important to know who is answering your calls. You want to ensure you’re working with a strong customer service focused team that is able to supply the support and assistance you need while providing first-rate customer care. Service desk representatives should be trained and knowledgeable in a wide array of different technologies. The ideal staff is also certified and has real-world experience to better help and support your business. Additionally, providers that offer a self-help option to customers allow for end-users to receive the assistance they need while saving your business money and time.
With many options for service desk providers, you want to ensure you select a provider which has established processes in place that are proven and successful. Selecting a service desk that leverages Information Technology Infrastructure Library (ITIL) or Help Desk Institute (HDI) models means that the processes utilized are customizable, repeatable, and efficient which allows them to maintain full ownership of each issue to better enable service delivery. Your provider should have SLA options for program management, trend reporting, and root-cause analysis so they can provide continually improved service to your business.
- Service Offerings
Your service desk provider should offer a wide range of options to create a customizable experience for your business. It’s important that they work with you to create a custom SLA that fits the needs of your company, and promotes continuous process improvement and business growth while continuing to be cost-efficient and beneficial. The provider you choose should offer a variety of service options to support your business needs, such as private labeling.
While these factors are a starting point for your search, the most important thing to consider when deciding on a service desk provider is that they provide value to your business and allow for improved operational efficiency.