Offshore Tech Support

Businesses around the world, both large and small, have struggled to provide their customers with effective technical support services.  After all, providing a team of technically savvy support reps can be prohibitively expensive.  Companies who undertake this endeavor are forced to invest in call centers, employees, and management to fully take on the technical needs of a given customer base.  All too often, these projects can become a challenging, expensive, and tedious task.

In recent years, many managers have turned to offshore technical support outsourcing as a way to deliver service without exorbitant costs.  By outsourcing tech support, companies are allowed to turn to their core area of competencies, and hand off the difficult service obligations to a third party.  Most offshore call centers these days are designed to handle the full gamut of customer and technical support challenges.

Offshore technical support services effectively solve the complex and persistent tech problems, nuisances, and demanding situations encountered by the IT industry’s increasingly intricate technology-dependant environments.  Outsourcing services can provide the right people to handle customer concerns along the way to massive reductions in complete technology expenditures.  Essentially, the provider can furnish assessable and meaningful cost savings, a scalable and adaptable support infrastructure, and help your company avoid the risks associated with handling technical support internally.

While there are many motivations for outsourcing, the majority of companies that look to outsource technical support want to lower and check their costs around technology, and are in search of pre-defined deliverables for a stable price.

Service Level Agreements (SLA)

When engaging in a new offshore technical support partnership, it is critical to define your relationship through a flawless service level agreement (SLA).

Offshore call centers consult with clients to create contracts that can be customized to meet any specific technical requirements.  It is up to the management of both the call center, and the partner firm, to hammer out a document that specifically outlines stated customer service goals and benchmarks.

It is important that you both identify the levels of both support and technology that will be assigned to the project.  For instance, does the call center need a back-up internet provider?  How many admin staff will be tied to the account?  How many overflow, or back-up agents should be on hand should attendance not be perfect?  Will the client offer any perks or spiffs should certain goals be met?

Additionally, the agreement should document the level of involvement and participation expected by both the client and call center management.  This will help avoid future problems if expectations aren’t aligned.

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