Why You Should Outsource Tech Support ?
A lot of agency owners and hosting providers focus on providing in house tech support to their clients, mainly because it’s much easier to manage. However, this is not always the case as providing in-house support does have it’s own pros and cons, such as having to provide employees (support personals) with high wages, required equipment, day-offs etc. which indeed impacts the flow of business operations.
This is when most these owners resort to Outsource Tech Support companies/providers, as it’s more cost effective in comparison to in-house support. Below given are a few advantages that a company/agency/hosting brand can gain by outsourcing tech support for their business.
1. Cost Effective
Outsourced tech support is undoubtedly cost effective in comparison to in-house support for a business. Let’s see why this is the case :
- Outsourced Tech Support teams work for a fixed affordable contract right from the start.
- All equipment required to provide services are taken care of by the outsourced teams.
- Other employee benefits provided for in-hours support personals are not required.
Because of these reasons small to medium scale IT agencies & hosting providers prefer to outsource their tech support, as it helps scaling the business without burning a ton of cash when it comes to providing technical support to their clients.
2. After-Hours Coverage
Outsourcing tech support also means solid after-hours coverage (depends on the provider), as these support teams work on a shift/roster basis in order to ensure that your business is running smoothly even outside of operational hours.
For an example : If a small scale business is outsourcing tech support mainly in order to minimise support request congestions during the weekends, usually the outsourced support company will agree to work for a set amount of hours on the weekends all for the same cost of their agreed contract.
3. Prevent In-House Team Burnout
- Can prevent the same in-house support team members working the weekdays & the weekends to reduce burnout.
- Can prevent the same support person attending tickets/support inquiries outside of operational hours.
- Reduce work load during operational hours as both the in-house support team & the outsourced support team can work parallely whilst collaborating in resolving issues.
4. Familiarity & Technical Knowledge
Outsourced Tech Support teams have years of hands on industry experience and they are thoroughly familiar with industry standards, common company SOPs (Standard Operating Procedures), new technologies etc. Furthermore, these support personals are very knowledgable when it comes to resolving issues and addressing solutions because most of the time they might have encountered similar issues in the past, which makes fixing technical errors fast & efficient.
5. Adaptability
It can take months to train an in-house support person on tech stacks or procedures used at a company. However, this is not the case when it comes to outsourced tech support teams, as they have years of hands on industry experience. It might only take them a few days to be in par with the in-house support team whilst collaborating on solving issues & and addressing technical fixes.
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Final Thought
Outsourcing Tech Support can have a major or very minor impact, and it solely depends on the current pain points and tech support status/flow of the business.
Want to know if outsourcing tech support is the right decision for your agency/business/hosting brand ? Vynvex can help you do just that ! Hop on a call with us and we will help you decide if outsourcing support is really necessary and why we are the right fit.
We offer fully-white label outsourced after-hours tech support for only $399/month, Free Trial Day available. If you want to know more about us, Click Here →
Want to know how Outsourced Tech Support can help minimise weekend client site emergencies? Click Here →
Shonal Imbulgoda
Managing Director Vynvex Technologies Ltd.
