How To Select The Best Outsourced Tech Support Vendor
Thanks to economies of scale, outsourcing firms can save companies big dollars in operational costs while providing enhanced support services. So while cost savings isn’t the only benefit from outsourced tech support, it’s critical. Sometimes those savings can total as much as 40, 50, or even 60 percent.
But to realize those savings, you have to team up with the right outsourcing partner—one that fits your specific needs.
Finding the right vendor can be a struggle. To do it successfully, you’ll need to address key internal and external issues. Get these efforts right and you’ll enjoy the benefits outsourcing tech support brings.
Know What Your End-Game Is
Every firm has its own approach to doing business. So there’ll be some factors, like corporate culture that will be unique to your company. You’ll have to decide how much weight to give these factors when selecting a partner.
Other issues you need to decide on include management team, project scope, goals, expectations, benchmarks, and key performance indicators. You’ll also need to define the final result you’re looking for.
In addition, you’ll need to define what you want in a partner. The more specific you can be in defining your partner, the better the results will be. This is a critical step in finding the right tech partner.
Key Drivers For Partner Selection
Some characteristics of a strong partner apply to any vendor. Key things you’ll want any potential partner to have in addition to affordability are solid finances, good business ethics, and good credentials as well as quality, reliability, and flexibility.
A proven track record, a stable workforce, and in-depth experience in your marketplace are also critical. Does the firm have experienced, trained, and professional staff? How about the latest and best software, technology, and infrastructure? What about service time—24/7/365 in all time zones?
If the vendor is offshore, does it have neutral accented agents? This characteristic will be especially important if you’re looking for help desk support.
Accessibility and communication are key drivers that some technology companies over look when choosing a tech partner. Good accessibility and good communications are essential for a strong (and enduring) outsourcing relationship. Does the vendor provide real-time visibility into the processes? Service transparency is critical to outsourcing governance as well.
Security is Final Driver
The final—and perhaps most urgent—driver is security. Data is always at risk when you outsource technical support. Outsourced tech support may exposes you to a multitude of problems and litigation issues. How stringent is the vendor’s security measures? Do they monitor outbound traffic? What about security audits? Do they let employees bring their own devices on the premises? Security is a deal breaker.
Outsourced tech support or outsourcing in general isn’t just about cost savings. Yes, it is a major consideration. To enjoy those savings you must team up with the right outsourcing partner. Combine the criteria above with best practices, and your goals in outsourcing, the other firm’s corporate culture to choose potential partners. Ask for and follow-up on their references. Then pick wisely.
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