Outsourcing Technical Support to India
With the increasing use of technology in modern times, there is a growing requirement to provide technical support. Many organizations locate their technical support departments or call centers in countries with lower costs. Many companies outsource to India as it provides the best candidates. There has also been a growth in companies specializing in providing technical support to other organizations. These are often referred to as MSP's (Managed Service Providers)
For businesses needing to provide technical support, outsourcing provides them with the ability to maintain a high availability of service. This comes as a result of peaks in call volumes during the day, periods of high activity due to the introduction of new products and maintenance service packs, and the necessity to provide consumers with a high level of service at a low cost to the business.
For businesses needing technical support assets, outsourcing enables their core employees to focus more on their work in order to maintain productivity. It also enables them to utilize specialized personnel, whose technical knowledge base and experience may exceed the scope of the business, thus providing a higher level of technical support to their employees.
The Importance of Technical Support
In the competitive business environment of today, the importance of customer support is increasing. Consumers have several options to choose from in the market and other than price and quality, the post-sale technical support and service they receive is a key factor in attracting new customers and retaining existing ones.
Catering to general customer complaints and questions are one aspect of customer support, but what about the technical problems that may arise concerning your product or service? It is essential to devote resources to technical support that will cater to a range of technical problems that the customer may have.
Outsourcing Technical Support: A Smart Business Option?
Offshore technical support can no longer be treated as a peripheral process. It requires a dedicated and experienced team who will work around the clock to deliver higher value to customers.
Outsourcing technical support to offshore partners is an astute business decision and many global companies look for offshore partners to outsource technical support services as they face operational constraints such as:
- High labor costs and attrition rates among technical support staff
- Keeping infrastructure investments low
- Optimizing allocation of limited resources
- Need to relieve core resources of the organization from routine operations
Outsourcing technical support functions will greatly advantage ISVs and OEMs who need to run the technological race under highly competitive market challenges, allowing them to focus on their core processes without compromising on customer service and support. Let a professional and dedicated team devote all their energy and expertise to providing technical support services. This will prove to be financially profitable for your company and give a boost to your customer satisfaction rate.
Benefits of Outsourcing Technical Support Services
- Higher revenue and margins due to reduced operational and infrastructure costs
- Focus on core functions and business value creation
- Improved operational efficiencies
- Increased levels of customer satisfaction and customer loyalty
- Leveraging the skills inventory of dedicated technical support teams
- Access to the vast database of customer FAQs and troubleshooting fact-files
- Multi-language technical support services
- Facilitates improvements in product design process
- Improvements in service delivery
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