4 Compelling Reasons to Outsource Your IT Help Desk

4 Compelling Reasons to Outsource Your IT Help Desk

While keeping your help desk close to home may have its advantages, sometimes its processes become too much to handle and outsourcing your service desk begins to appear like a better option. Listed below are several advantages to consider for outsourcing your help desk to a third party vendor.

  1. Flexible, 24/7 support option

    Since most businesses do not have 24-hour work days, running a 24/7 in-house support desk is not feasible. Professional help desks allow your organization to provide your customers with continuous live support and assistance rather than be repeatedly sent to voicemail in their futile efforts to contact you outside of working hours. Fast response times have a great impact on your business since it is a core element of excellent customer service. Additionally, a high call volume does not affect a professional help desk in the same way it does an internal one.

  2. Financial advantage

    Outsourcing your help desk to a professional organization significantly improves your customer service and reduces fixed costs. This is due to the fact that most vendors provide their services at good rates. So much so, that their prices can be even better than those of your in-house services and will not even require a physical location nor the costs that come with recruiting internal staff. This in turn increases your ROI and makes for a better financial situation.

  3. Better and specialized management

    Investing in a third party vendor means that your company will have a help desk that is capable of pleasing your customers. The service will be more consistent since your organization's current state (busy or under too much pressure) will not have a direct effect on the level of service. Unlike an in-house help desk, outsourcing provides you with trained professionals who are capable of handling any given situation. Better management increases your first call resolution rates, ensuring a high level of customer satisfaction for your organization.

  4. Focus on the business

    Most organizations succeed in and are known for one specialized product or service. This is because it is considerably easier to focus on a few aspects of a business and trying to venture into too many initiatives can often be a fatal mistake that brings everything else down with it. Hiring an external help desk allows you to focus on what you do best and allows help desks to help you by doing the same.

Client Success

  • 50% reduction in time to deploy Giva's change, incident, problem, asset management and knowledgebase modules
  • 60% reduction in the 5 year Total Cost of Ownership (TCO)
  • Saved at least 1 FTE due to lower ongoing administration
  • Saved 1 week per month due to easy to use reports
  • Increased to 90% achievement in meeting service level agreements
  • 70% reduction in generating reports and admin; eliminated 35 hours/month
  • 50% faster to create/assign a service request
  • 60% increase in information captured during the initial phone call
  • 50% increase in the number of service requests created due to intuitive design
  • 80% increase in productivity by using Giva's dashboards and reports
  • 60% increase in meeting service level agreements
  • 45% increase in the number of the calls logged due to Giva's intuitiveness and ease of use
  • 50% increase in productivity by using Giva's integrated custom forms