Customer Service Help Desk in Plymouth: In-house vs. Outsourced Service
Are you confused about whether to retain an in-house customer service help desk in Plymouth or outsource it? Perhaps it would help if you know the pros and cons of each option. Considering what both options can bring to the table would help you make an informed decision.
Advantages of An In-House Customer Service Help Desk Plymouth
You can enjoy the following benefits if you choose to hire in-house staff for your customer support desk team:
- Familiarity with your company. Given how your IT support staff are working for the company, they are bound to get to know your company better than outsiders. Over time, they will have intimate knowledge about the company’s products, culture, customers, and operations. They will likely understand what your business needs more than an outsourced customer help desk.
- Training handled to suit your company. As their employer, you have full control over their training, which you can customize to meet your customer support desk needs.
- Exclusivity. You have the full attention of your in-house customer service help desk in Plymouth. The support personnel are solely focused on attending to your needs. You don’t have to worry about being left unattended because a more important client requires the services of the customer help desk. Since they are onsite, you can be assured that they will respond to your issues right away.
Disadvantages of An In-house Customer Service Help Desk Plymouth
- High cost. This is probably the biggest downside of having an in-house customer service help desk in Plymouth. You might have access to dedicated support staff, but you also need to pay for their regular salary, training, holidays, and sick days. Remember that you will have to shoulder their ongoing training to keep up with the customer support desk trends and technology. For them to be effective, your support staff have to upgrade their learning continually. You might also have a problem if you only have one or two IT support staff and one of them gets sick.
- Limited access to technicians’ skills. There is a wide range of issues that your customer help desk might run into. How confident are you that your in-house support team has the necessary knowledge and experience to handle all the problems that will come your way? If you seek highly skilled support staff, you have to be prepared to pay them a higher wage, too.
Advantages of Outsourcing Customer Service Help Desk Plymouth
- Lower total cost. You can look for an outsourced customer service help desk in Plymouth that you can work with for a fixed monthly fee for a specific list of support services. This is bound to be lower than what you’ll pay for an in-house team. You don’t have to shell out money for IT infrastructure as well.
- Predictable fees. Since you’ll be paying for a regular fee every month, you can more or less expect how much your customer support desk will cost you. This should make budgeting less complicated for you.
- Access to seasoned technicians. Outsourcing your customer service help desk in Plymouth will give you access to experienced support staff with a wide range of experience and expertise. You can be assured that they will have the skills and knowledge to resolve the variety of issues and queries that they might receive.
- 24/7 support. You can quickly look for a managed IT service provider offering round-the-clock customer help desk services.
- Less hiring hassle. If you don’t have to hire your own employees to man your customer support desk, this is one significant task to break away from. You don’t have to go through the stressful, time-consuming, and tiring task of interviewing candidates and choosing the best one to suit your business.
- Better equipment. Your outsourced customer service help desk in Plymouth can invest in expensive IT equipment. They could have the latest management tools, monitoring programs, antivirus software, and more. It is still practical for them to do so because they can use it to benefit multiple clients.
- More manageable tickets. Outsourced customer help desk services usually use tickets to manage queries and complaints more efficiently. It allows multiple support staff to work on a ticket with less confusion and hassle compared to passing emails around from one staff to the next.
Disadvantages of Outsourcing Customer Service Help Desk Plymouth
- Lack of company knowledge. Since an outsourced customer support desk team does not have as much internal understanding of your company as an in-house team does, this might affect the way they deliver their service. Some communication or cultural-related problems might pop up. But you can avoid this problem by choosing an IT provider who is willing to go the extra mile to get to know your business. You can also exert more effort in helping them see your company’s inner workings to help your outsourced customer help desk understand you better.
- Time needed to set up the outsourced service. Working with an outsider to provide your customer service help desk in Plymouth needs some time until everything is put in place. But taking the time to establish everything properly will pay off in the long run.
It’s not easy to entrust a part of your business to someone outside your company, but you can count on Network Medics for a reliable customer service help desk in Plymouth. We offer several managed IT services, one of which is the help desk. You don’t have to waste your precious time attending to complaints and queries when our IT technician can take over. Call us today for a quick assessment!
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