Outsourced Technical Support – 10 Requirements For Vendor Selection
Gartner reports that outsourced technical support can save companies 25-30%. Savings like this are hard to ignore—especially if you’re a small to medium size business looking for an edge.
Outsourced technical support isn’t just about money. It’s also about re-shaping your business. The savings derived from outsourcing can be reinvested to enhance other customer–oriented activities. That can help transform your company and boost your brand’s image.
But to outsource tech support right, vendors must meet your specific requirements. If a vendor doesn’t meet them, leave it off the short list.
The tech support vendor requirements below are just some of the key “must haves” vendors need to do tech support right.
Mobile/Social Media Support
A recent study says that 91% of all Americans own cell phones and that’s just in the U.S. Mobile and social media are the fastest growing customer-contact technologies. Savvy technical support companies turn a call center from a cost center to a profit center. But that doesn’t happen without the right know-how and technology.
Real-Time Decision Support
Keeping customers happy is a challenge. The right vendor features experienced tech support agents armed with the latest CRM tools to serve customers. Paramount is real-time decision capabilities.
You want a vendor whose IT/Telecom infrastructure is state-of-the-art. In addition to complete redundancy, they should have private data centers, 100% power backup, and a 24-hour/7 in-house support team. They should also have best-in-class servers and networking equipment.
Iron Clad Network Security
Protecting data is critical. You want a vendor that’s serious about security. Minimum requirements: a robust firewall and intrusion detection system, secure VLAN for separate clients, and daily backup and storage at secure off-site locations. Another must have—a best-in-class physical security system.
Multi-Channel Customer Support Services
Topflight outsourcing partners offer a range of customer services.
Must have’s include:
- Live Chat
- Back office and data processing
- Social Media strength
Flexible Customizable Support Structure
Application requirements can change in a heartbeat. Find a vendor with a flexible, customizable support structure that can be adapted to your needs. A proven support structure is a three-tiered technical support system.
Demanding Agent Training
Customers expect seamless, error-free service delivery. Only demanding customizable training programs produce error free service delivery. Training programs should also include post-training activities like tests, mock calls, and group discussions.
High Quality Service Delivery
Customer satisfaction is 35% lower when a second call is made. First Call Resolution rate is hard to measure, but too dangerous to ignore. They’re a key quality indicator. A high FCR significantly reduces costs, boosts customer satisfaction, grows revenues, and gathers valuable customer intelligence.
Use Your Business Applications & Systems
Not every tech vendor has the in-house technology, experience, or technical expertise to do this. Make sure your tech vendor can use your systems—and that they can access them through the web. It’s a key to cutting costs on outsourced projects.
Strong Data Analytics Capabilities
Just collecting data through customer interactions isn’t enough. To survive these days, you must understand your customer base. Look for a tech partner with the “chops” to tell you not only what the data means but also how to improve processes. This can boost your bottom line.
Outsourced technical support isn’t just about money. It’s also about re-shaping your business and building your brand. That can only happen when you work with a tech support partner that meets stringent requirements.
Do you have a list of requirements? What would you add to our list?
Let us put our proven experience in providing tech support for small and medium size companies to work for you. Request a quote from one of our Tech Support Agents.