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The article discusses how to outsource Help Desk to the Philippines.

How to Outsource Help Desk to the Philippines

Consumers believe that excellent support is defined by having a friendly representative (67%), quick resolution (61%), favorable outcome (57%), is convenient (47%) and is personalized (16%). 90% of consumers worldwide consider issue resolution as their most crucial customer service concern.

Customers want their troubleshooting queries to be attended to and resolved quickly. They demand responsive and effective customer support, especially when it comes to resolution of issues.

Businesses can address the changing customers’ preferences and needs by providing responsive technical support. Responsive and quality support and problem resolution requires a dedicated team for you to assist customers’ needs and meet their demands 24/7.

This is why it is important to outsource Help Desk support.

Help Desk Outsourcing is the practice of organizations delegating Help Desk support services to an external third-party provider. This practice provides overhead reduction, efficiency, and decreased costs while being able to provide customer satisfaction. There is approximately 60% reduction in the client’s average cost through outsourcing services to established Outsourcing providers offshore such as the Philippines.

There are a lot of business process outsourcing providers in the Philippines. Filipinos are familiar with the business process outsourcing setup and the time zone differences when working with a client offshore. Filipinos can easily adjust to your company’s operations and adjust to time zone differences. Help Desk Support specialists can be assigned schedules, alternate working schedules or even provide 24/7 support depending on the client.

Help Desk Support specialists respond to customer queries and resolves customer service to IT related issues quickly across any application, device, or channel.

Businesses can delegate support services such as handling of customer-facing requests, inbound calls regarding concerns and issue resolutions from technical solution implementations, life cycle, subscriptions, software systems to program configurations in business process outsourcing.

You can also outsource services to experienced Help Desk Support Specialists responsible for customer-facing technical support services such as troubleshooting or break/fix and configuration support for application issues and providing technical stakeholder support to resolve technical issues.

Help Desk Support Specialists have attention to detail, availability, and proper technical knowledge base. They can also escalate requests to next-level support such as subject matter experts if needed.

Outsourced Support specialists are given metrics such as turnaround time and the number of resolved tickets or issues are met, first call resolution as well as the average speed of answer, reduction in the average handling time and the number of support calls.

Commonly used software for Help Desk Outsourcing are:

  • VirtualBox
  • Ultimate BootCD
  • osTicket
  • Atera Helpdesk

Your customer service outsourcing provider in the Philippines should be able to remotely support cloud-based software.

Connext is a business process outsourcing provider capable of integrating current systems and software.

Connext provides customized offshore staffing solutions designed to supplement and co-manage onshore client staff with highly qualified, but lower cost offshore help desk support team members.

Connext Global Solutions provides Excellent Help Desk Outsourcing Solutions. Outsource to Connext and receive Help Desk support. Learn more.