Are you looking for a way to improve IT support without the hefty costs of building an in-house team? Recent data shows that 59% of US companies outsource IT support to enhance efficiency and reduce expenses, especially as businesses increasingly rely on digital infrastructure for day-to-day operations.
Outsourcing tech support to specialized call centers has become a game-changer for US businesses looking to reduce costs, enhance service quality, and scale effortlessly. Here’s a comprehensive look at why, how, and when your company should consider partnering with a global IT support call center.
What do IT Support Call Center Agents Do?
A tech support call center provides specialized assistance for technology-related issues.
- Troubleshoot Problems: Help users fix hardware and software issues with computers, software, or networks, such as error messages or connectivity problems.
- Provide Guidance: Offer step-by-step instructions on how to use software, set up devices, or perform specific tasks.
- Manage Inquiries: Use ticketing systems to track and manage user requests, ensuring issues are addressed efficiently.
- Offer Remote Support: Access users’ devices remotely (with permission) to diagnose and effectively resolve technical issues without needing an in-person visit.
- Perform Maintenance: Conduct regular systems checks and updates to prevent future technical issues and keep everything running smoothly.
- Educate Users: Teach users how to troubleshoot minor problems themselves, helping them become more self-sufficient with technology.
- Escalate Complex Issues: Pass on more complicated problems to higher-level technicians or specialists for further assistance.
- Outbound Call Center Services: An IT support call center team may make outbound calls to follow up on resolved issues, schedule preventive maintenance, provide user education, gather feedback through surveys, or escalate complex problems, enhancing customer relationships and overall service quality.
Standard Call Center vs Tech Support Call Center Services
While IT support centers and standard call centers both aim to assist customers, their focus, local expertise, and operational processes differ significantly:
- Focus and Expertise: IT support call centers specialize in technology-related inquiries, requiring agents to possess technical knowledge and expertise in IT systems and processes. In contrast, normal call centers may handle a wide range of topics, such as customer service for retail, billing inquiries, or general product support, requiring a different skill set.
- Nature of Inquiries: The inquiries directed to IT support call centers tend to be more complex and technical, often requiring specialized training to resolve. Normal call centers may address simpler, more straightforward questions or complaints that do not require extensive technical understanding.
- Resolution Process: In IT call center support, the resolution process often involves diagnosing issues, providing technical solutions, and possibly escalating complex problems to higher-level technicians. Normal call centers may follow more standardized scripts and processes for handling inquiries, which can lead to quicker but less personalized responses.
- Tools and Technology: IT support call centers typically utilize specialized software and tools to monitor systems, manage tickets, and facilitate remote support. Normal call centers may use generic customer relationship management (CRM) software that does not include the technical functionalities required for IT support.
Proactive vs. Reactive Support: While both types of call centers provide reactive support by responding to customer inquiries, IT support centers may also engage in proactive measures, such as system monitoring and preventive maintenance, to minimize future issues. Normal call centers may not have the capacity or need for such proactive strategies.
READ MORE: Top 12 Call Center Outsourcing Companies
Tech Support Call Center vs Contact Center
A call center primarily handles voice communications, focusing on high-volume phone interactions. In contrast, a contact center offers multi-channel support, including email, chat, and social media, providing a more integrated customer experience. Contact centers utilize advanced technologies like CRM systems to manage customer interactions across various platforms, while call centers typically rely on telephony systems. This broader approach allows contact centers to address more complex customer needs.
READ MORE: 7 Emerging Trends in Contact Center Technology in the Next 5 Years
Why Outsource Technical Support Call Center Services?
Outsourcing your IT support offers multiple benefits that are especially advantageous for US businesses with global operations or round-the-clock service requirements.
- Cost Savings: Maintaining an in-house IT support team can be costly. Outsourcing often allows companies to tap into a skilled workforce at a fraction of the cost, especially when using international providers.
- Scalability: As your business grows, outsourced IT support providers can easily scale with you, adapting to changing support demands.
- Access to Expertise: Many global call centers specialize in outsourced technical support, bringing an array of industry certifications, training, and experience that may be costly to replicate in-house.
- 24/7 Coverage: Global providers can offer round-the-clock support, a critical feature for businesses needing consistent service outside regular hours or across different time zones.
- Focus on Core Operations: By outsourcing IT support, businesses can free up internal resources to focus on core business functions rather than troubleshooting IT issues.
When Should You Consider an Outsourced Tech Support Provider?
A study found that 40% of small-to-medium enterprises needed to scale their IT support within a year of launching. For businesses experiencing rapid growth, outsourcing IT support can offer flexible, on-demand services that adapt to increasing demands with reduced operations costs compared to in-house expansion.
Building an in-house IT team can be costly, especially for smaller businesses with limited budgets. A survey from Deloitte revealed that 61% of US businesses cite cost reduction as the primary benefit of outsourcing IT needs. By outsourcing IT support, companies can avoid the expenses tied to recruiting, training, and retaining a full-time technical staff while still benefiting from reliable support.
With technology advancing at a rapid pace, it’s challenging for businesses to keep up with specialized IT skills. Outsourcing IT support provides access to experts trained in the latest technologies—like AI, cloud computing, and cybersecurity—without the need for significant hiring investments. This allows businesses to remain competitive and well-supported, leveraging cutting-edge expertise as needed without the ongoing costs of in-house specialists.
READ MORE: 10 Reasons to Leverage Outsourcing for Startup Success
Pros and Cons of Technical Support Call Center Outsourcing
| Benefits of IT Support Call Center Services | Challenges When Outsourcing IT Support |
| Reduced Downtime: Proactive support helps prevent issues that could lead to costly downtime. | Dependency: Relying on an external provider can make transitions challenging if you later decide to bring IT support back in-house. |
| Enhanced Flexibility: Providers offer customizable services, allowing businesses to tailor support packages to fit their unique needs. | Data Security Concerns: Handing over sensitive information to an external provider requires strict data security protocols. |
| Access to a Skilled Workforce: Leading call centers have trained, certified professionals with industry expertise. | Potential Cultural and Language Barriers: Working with international providers might create communication challenges. |
| Save money: Outsourced providers generally operate at lower costs than an in-house team, making this a cost-effective solution. | Less Control: Outsourcing can sometimes reduce control over how issues are handled, especially if SLAs are not clearly defined. |
What to Look for in an IT Support Call Center Outsourcing Company
When selecting an IT support call center provider, consider these key factors:
- Experience in Your Industry: Providers with experience in your industry are likely to understand specific needs and compliance requirements.
- Scalability Options: Ensure the provider can grow with your business or scale down as needed.
- Service Level Agreements (SLAs): Clear SLAs create accountability and set expectations for response and resolution times.
- Data Security and Compliance Standards: Choose providers that prioritize customer data protection and meet relevant regulatory standards.
- Technological Capabilities: Look for providers that use modern remote access tools and infrastructure to enhance support quality.
- Customer Support Quality: Check reviews and testimonials, ensuring customer satisfaction.
Top 5 Companies for Outsourcing IT Support Call Center Solutions
Here are some of the top businesses providing tech support to consider based on quality, reliability, and experience.
1840 & Company
1840 & Company specializes in providing outsourced IT support and customer service solutions, leveraging advanced technology and a skilled workforce to enhance business processes. With a global network of vetted professionals, 1840 offers cost-effective and flexible outsourcing solutions tailored to meet the unique needs of businesses of any size.
The company sources IT talent from diverse locations, including the United States and global markets, both nearshore and offshore, ensuring a blend of knowledge and expertise to serve clients effectively.
Infosys
Infosys BPM offers IT support solutions that cover technical support, remote troubleshooting, and user assistance across industries. They utilize AI and analytics to provide data-backed customer insights and enhance service quality. Infosys’s strong reputation for digital transformation services and robust IT support solutions makes it a great option for businesses aiming to optimize their tech support operations.
Wipro
Wipro provides a range of IT support services that include helpdesk support, technical troubleshooting, and infrastructure management. The company is noted for its commitment to automation and AI, offering predictive analytics to enhance the customer experience. Wipro’s focus on digital transformation and innovation makes it a valuable partner for organizations aiming to improve their tech support through modernization.
Concentrix
Concentrix specializes in customer experience management and tech support solutions for various industries, including IT support. With a focus on automation and AI-enhanced service, Concentrix provides advanced troubleshooting and technical assistance with a heavy emphasis on data-driven insights and customer satisfaction. Their expertise in multi-channel customer support makes them a strong contender for enterprises with complex support requirements.
Teleperformance
Teleperformance is a global leader in outsourced call center solutions, offering comprehensive tech support and IT helpdesk services. Known for its adaptability, the company leverages innovative solutions like RPA (Robotic Process Automation) and AI to optimize customer interactions. Teleperformance also offers multi-language support and operates globally, making it a good choice for businesses with diverse customer bases.
Conclusion: Better Customer Satisfaction with IT Support Outsourcing
Outsourcing your IT support to a dedicated call center service provider can be a strategic advantage, providing cost-effective, scalable, and efficient solutions for your business needs. By choosing a provider with industry expertise, compliance knowledge, and 24/7 availability, your company can enhance customer satisfaction, minimize disruptions, and achieve a reliable IT support system.
Whether you’re looking to save costs, improve user experience, or expand globally, outsourcing your IT support can help you meet and exceed these goals. Schedule a call with us today and let us help you find the best agents you’ll find in the IT support call center industry.
