Proper cost management is one of the biggest challenges companies face today. The rapid development of technologies and the need for their implementation require huge funds. Therefore, outsourcing specific business processes is a beneficial cost reduction.
Outsourcing customer support is about hiring a third-party vendor who would handle all of the customer’s requests on your behalf. The amount of businesses who opt-out for such a solution is growing as it allows them not only to save money on maintaining the technical support department but also to focus on more important issues or projects, such as developing a new product.
Besides large companies, there are other areas of application for technical support. Today, there are approximately 3.2 billion smartphone users in the world. The mobile app industry is booming every year. Below I will give other statistics on the use of mobile programs:
- There are over 2.87 million downloads in the Google Play Store;
- 88% of the time that a person spends every day on a smartphone is spent in programs;
- The average smartphone user uses ten programs on a smartphone daily and thirty programs monthly;
- 49% of people take programs more than 11 times every day.
What are all these statistics for? Technical support outsourcing also plays an essential role in the maintenance of mobile programs. Every day, users face difficulties in installing the program, using it, and having bugs. It is this department that can make users happy.
Benefits of Outsourcing Technical Support
When a business is deciding to outsource its technical support, it faces numerous benefits. Let’s take a look at the three most common reasons why people use technical support outsourcing :
Costs Reduction
When calculating the costs that a company has to spend on hiring an in-house technical support engineer, it is worth an enormous sum. Your technical department can cost hundreds of thousands of dollars a year. According to the research, IT personnel have an average income of $ 62,000 per year.
Outsourcing this business process to a low-cost region is a good enough idea. For example, in India, salaries for technical personnel are much lower than in Western Europe and the USA. In addition, there is no need to waste time searching and training personnel, the outsourcing company will take care of this.
Quality control is another perennial problem. Using the customer support services of an outsourcing company, you do not have to control all these processes independently, but you can concentrate on central issues.
Flexibility in Scaling Up (Or Down)
There are periods of both boom and decline in sales and customer influx. While having an in-house technical support team, you have to decide when to hire more workers and fire them. If everything is simple with the first, then firing people is usually quite challenging. By using outsourcing companies, you are relieved of much hassle.
Outsourcing companies are responsible for expanding or reducing the number of employees, depending on the needs of your business. You get rid of unnecessary work. It helps to save a lot of time and a lot of money in the long run.
Ability to Concentrate on the Essentials
When managing a company, you should always focus on developing and improving core business functions. Most entrepreneurs do not attach great importance to IT support, focusing on other issues, such as product improvement, but rather outsource support, regularly develop and only increase their income.
Outsourcing technical support will allow you to focus on core issues and issues. You will spend all your energy on what you do best while outsourcing companies deal with day-to-day problems with clients.
Conclusion
High-quality technical support is not only the guarantee of meeting the needs and questions of your customers but also the guarantee of creating a company’s reputation. Therefore, you should always be careful about planning technical support. If you do not have the practical skills or resources to build your technical support department, consider finding a reliable technical support outsourcing vendor who would take care of all of the customers’ requests.
