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Offshore Help Desk Outsourcing Companies Philippines
In order to survive tough competition in today’s business environment, enterprises must find ways to enhance productivity and improve user satisfaction. End-users demand quick access to knowledgeable service and support. The ability of an organization to deliver a high level of service quality is crucial to success. Help desk support requires substantial use of resources - time, skills, and technology. However, the cost of resources needed – telephony systems, PC workstations, staffing – to set up a proper internal help desk service is, quite often, beyond what companies are willing to invest.
Offshore help desk outsourcing companies Philippines have already invested in all of these resources to provide enterprises with the exact support they need. These resources are available in the Philippines at very low costs but with superior quality, hence, offshore help desk outsourcing companies Philippines are able to provide a low cost but effective alternative to outsourcing help desk functions to provide technical support to the internal users of an organization or to consumers.
In addition to cost benefits, offshore help desk outsourcing company Philippines can help businesses streamline its processes in order to focus on core functions such as product and service enhancements. They have the capabilities needed to handle high volumes, increase the level of same-day or first contact issue resolution.
Offshore help desk outsourcing company Philippines offers support for networks including installation, upgrades, configuration, data transfer, data back up, setting dial-up Internet connection, email configuration, and etcetera. They also offer extensive software support for operating systems, office productivity suites, e-mail, web browsers, antivirus, and utilities.
Offshore help desk outsourcing company Philippines utilizes a multi-tiered approach to service delivery. Tier 1 or the entry-level support, which handles the highest volume of support requests, provides support to basic hardware and software issues. Tier 2 support handles escalated issues from Tier 1, which are more complex and require subject matter expertise. Tier 2 representatives escalate highly complex issues to Tier 3 support, which involves the help of vendor-certified engineers or the client’s own IT experts.
Offshore help desk outsourcing company Philippines makes use of a clearly defined service implementation plan in every outsourcing initiative. The implementation stage follows right after both parties have reached an agreement. Depending on the complexity of the client’s requirements, the length of implementation may take a couple of weeks or months but the average length is anywhere from 2 weeks to a month.
In general, offshore help desk outsourcing company Philippines starts the implementation stage by first looking at the current support process of the client, its strengths and areas for improvement. Offshore help desk outsourcing companies Philippines find out about the expectations of the client. After identifying service level requirements, the next step is to outline the support process or the workflow. Offshore help desk outsourcing companies Philippines draw up standard operating procedures and determine the exact resources needed.
Prior to actual implementation of the outsourced help desk support, offshore help desk outsourcing company Philippines prepares all resources and support activities within the specified period. Once the support structure goes live, offshore help desk outsourcing companies Philippines diligently track, measure and analyze its effectiveness and level of efficiency within the first three months comparing it to performance metrics established in the service level agreement. Offshore help desk outsourcing company Philippines reports the results to clients. While this methodology in the service delivery continues throughout the length of the partnership with the client, offshore help desk outsourcing companies Philippines have a commitment to continuous improvement. Therefore, they will work continually with clients in order to improve processes.
Typically, offshore help desk outsourcing companies Philippines have a one dedicated person assigned to be the client’s single point of contact. This person, who may be the account or project manager or the client relationship manager, arranges client meetings and frequency of reporting and communicates any issues to and on behalf of the client.
To learn more about our industry-specific BPO capabilities please contact us by calling +1-650-491-8791 or by filling out our inquiry form. We look forward to hearing from you.
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