It goes without saying that technology is crucial to every modern business. And now that many companies have staff working remotely from home due to the Covid-19 pandemic, there are many sudden technological changes organizations have to implement to survive. But meeting these abrupt challenges may not be feasible for organizations already short on resources due to scaling down (or up) during the pandemic- it’s likely they should consider outsourcing technical support.
There are many benefits to outsourcing IT support, especially if you own a smaller business with limited resources. If you’ve been wondering whether you should outsource your technical support, this article will help you understand how to outsource it, and the pros of outsourcing your business’s IT through managed IT services. But first of all…
What is Technical Support Outsourcing?
Technical support is a service provided by the vast majority of modern business to their customers. They offer solutions to technological issues, be they with software or hardware. Technical support outsourcing then, is a type of Business Process Outsourcing (BPO), where a company hires a professional third-party provider to help manage its either its network, systems, users, support requests, devices, or any other IT-related services.
In other words, in technical support outsourcing, a trusted third-party IT support firm – also known as a managed service provider – is hired by a business owner to handle the technical aspects of their business’s products and services. This provider will help them provide improved user experience through better and more efficient operations.
What Types of Technical Support Can Be Outsourced?
These days, businesses can outsource just about every task their in-house IT department can do. However, commonly outsourced IT categories handled by hired IT support providers are:
- Data Center Operations
- Basic User Support Services (help desk, service desk, etc.)
- IT Strategy, budgeting, and planning
- Disaster Recovery
- Managed Hosting
- 24/7 Onsite and Remote End-User Support
- Patch Management
- Network Installation
- Cloud Computing
- Network Management
Tiers in Tech Support
Also known as IT support levels, these 4 tiers describe how a service support center is structured to enable it to handle support issues efficiently and effectively. It is important to note that these tech support tiers are tailored to fit a business’s support center vision, vision, and goals. The ubiquitous tiered support structures are:
Tier 0
This support level is an automated self-service capable structure usually equipped with chatbots, digital virtual assistants, FAQs, and other user self-service options that enable users to access information and resolve issues on their own, instead of contacting helpdesk or contact center.
Tier 1
Level 1 support is a basic helpdesk and customer service contact desk that handles common issues that the Tier 0 self-service system cannot solve. This tier consists of a company’s front-line support team that is able to resolve basic customer issues. The primary role of a T1 (Tier 1) specialist is to gather front-end users’ information and figure out their issues. Information that can be gathered by T1 personnel include a customer’s name, system name, warning or error, among others – without having to escalate the issues further to other support groups.
In mobile telecommunications, e-commerce, and other industries, Tier 1 support is commonly handled by a 24/7-service call center. This call center acts as the primary point of physical contact to the business and typically offers support related to an in-depth knowledge of a company’s product, services, and operation terms.
Tier 2
T2 offers more extensive technical support to end-users. In a case where an issue cannot be resolved by T1 personnel, it gets escalated to the experienced and more knowledgeable technicians in T2. In other words, this is an administrative-level support that helps in troubleshooting further and proffering solutions when issues arise.
Tier 3
Also known as back-end support, T3 is the highest support level in any tiered structure. The professionals at this level handle the most advanced issues faced by customers. Therefore, when the personnel cannot solve a customer-related problem at T1 and T2, it is transferred to T3 for onward resolution.
In a merchandise or gadget production company, an issue might get unresolved, and the company must replace a purchased product. So, the T3 team takes action and gives information needed to prevent future troubleshooting.
It is important to note that, though not common, some industries – like the manufacturing industry – offer Tier 4 support. In this case, an issue is escalated beyond the company to a hardware or software vendor. Sometimes, T4 is also called the Research and Development level.
The Benefits of a Tiered Support Structure
When a company’s IT support is structured around tiers with adequate staffing, automation tools, and support systems, tiered support can benefit businesses in the following ways:
- Handling the most basic issues using automated self-service options to speed up resolution time
- Strategically addressing and resolving customers’ needs
- Organizing feedback and suggestions for further improvement
- Minimizing overall support costs by efficiently using available support resources
Reasons You Should Outsource Tech Support
And finally, here are the reasons you should consider outsourcing your tech support:
Reduced Hiring and Staffing Costs
Since basic US tech support personnel earn $46,420 USD per annum on average, outsourcing your tech support overseas can give you considerable savings- think savings of up to 60%, depending on your needs. Also, instead of spending money on talent acquisition and hiring and training of support staff, your tech support agency does this for you so that you can focus on other aspects of your business. Looking outside your immediate area for hiring also allows you to reach more talent you otherwise wouldn’t have had access to.
Lower IT Cost
Installation of business networks, servers, security, systems, storage, software and other hardware and software is highly costly. Therefore, when you outsource your tech support, you transform IT expenses from fixed costs to variable costs because you only pay for what you need to use. In the same vein, you do not bear the cost of maintaining or servicing these systems; hence outsourcing will significantly reduce overall IT-related expenses.
Improved Quality
When you hire an experienced vendor to outsource tech support to, the quality of service rendered will be top-notch, because unlike you, it’s all they do. Their focused approach to delivering on the job will give your business a good outlook, especially when your support firm has a track record of rendering high quality services.
Scalability
The number of customer complaints or inquiries received by a business is never fixed. Just like other variables, during a period it may peak beyond the available workforce, while on some other days, there is little to no issue. This fluctuation implies that if your tech support is in-house, you must scale up when you need more hands and scale down accordingly when there is a need. Hence, spending more resources and giving your business a bad reputation when you constantly hire and fire.
However, a benefit of outsourcing is that you do not have to worry about your tech support staffing since that is taken care of by the tech support provider. They know when to hire and the number of employees needed; they also handle scaling up and down when necessary.
Maintained Focus on Core Business Demands
The primary role of a business owner is to think and create ways for their business to grow. This growth can be hindered when there are distractions from other sides of the business. Getting swamped in core business functions alone is challenging; combining it with IT issues will wear any entrepreneur and their employees out.
Outsourcing tech support will give you and your management team enough time to pay attention to core business demands like production, innovation, etc. This way, everyone is focused on what they are trained to do and getting paid for.
Security and Reduced Risk
With the surge in cyberattack records over the years, hiring a dependable managed services vendor will secure your data/ IT information and reduce the risk of theft or cyberattacks (especially the ever-present backdoor attacks). The provider will monitor your server systems, websites, and other channels to ensure the network is secure.
IT support agencies could also have a cloud storage solution to back up and store your business’s data in the event of a crisis or need for disaster recovery, if you require.
Ultimately, deciding to outsource tech support is most likely the right move for your business. However, before taking the leap, make sure to talk to experts like ours at Concert8. They will educate you on the available tech support options and see what would be the most suitable for your business needs.