Outsourcing some tasks of managing a business to professionals is a strategy that is growing in popularity. According to Straits Research, the global technical support outsourcing market size was valued at $44.36 billion in 2021 and is projected to reach $80.33 billion by 2030, registering a CAGR of 6.82% from 2022 to 2030. When it comes to tech support, trusting the pros is essential. You can ensure you get the best possible service and support by outsourcing your technical support needs.
What is Technical support outsource?
Professional technical support outsourcing companies have the experience and expertise to help you with your tech needs, from troubleshooting to optimization. They can also help you stay up-to-date on technology trends and development.
Let’s take a closer look at the pros and cons of IT support outsourcing services.
There is a number of advantages of outsourced technology:
Cost Reduction
It costs money to build in-house Technical Support Services teams and infrastructure, or to hire temporary IT staff. Technical support services outsourcing minimizes overhead expenses and lowers the amount spent on specialized infrastructure. Additionally, your company saves money and time on training because a service provider proposes highly qualified and trained executives.
Cost reduction is the number one reason for outsourcing IT for 87% of businesses.
A Wider Resource Pool
Research shows that 87% of organizations are already suffering the effects of the national talent shortage.
Outsourcing IT allows a business to access a team of experts with a wide variety of skills, education, and expertise. In many cases this costs less than hiring a single in-house person. Plus, there is an obscure advantage of always being available — while a one-person team can call in sick or take time off, a professional customer support outsourcing team will be there 24/7/365
Escalation in Productivity
First and foremost, pros have the experience and expertise to get the job done right. Technological support services give your company a piece of mind while the duty is handled by skilled executives of the service provider. By outsourcing the effort to maintain your technical system, you not only save the money. You also give your team the possibility to concentrate on key business operations, while the back end is supported by an efficient IT infrastructure.
Reduced Risks
Better corporate IT services and security are some of the most significant advantages of outsourcing IT departments. Cyber and data security is crucial for any firm in the modern world. Businesses that experience security breaches may incur costs of several hundred thousand dollars or perhaps have to shut down. You might potentially experience legal ramifications if they involve private customer or employee information.
Over the past 10 years, there have been 300 data breaches involving the theft of 100,000 or more records (Forbes). The United States saw 1,244 data breaches in 2018 and had 446.5 million records exposed (Statista). Data breaches exposed 4.1 billion records in the first six months of 2019 (Forbes).
In order to safeguard the systems of their clients, IT outsourcing businesses make it their task to stay abreast of the most recent security dangers. They have experience working with businesses to cover topics that are frequently overlooked, like employee passwords, devices, and 2-factor authentication. The majority of reputable IT outsourcing firms also provide 24/7 monitoring and support.
This idea can be supported by statistics that show that 83% of IT leaders were planning to outsource their security to an MSP in 2021.
Increased Efficiency
When you outsource technical support, you can be confident that the team you’re working with is only concerned about providing high-quality service. They’ll have the skills and understanding to tackle difficulties promptly and effectively.
Time Saving
Businesses save time not having to meet with technical support or train the back end too harshly on what they will be doing. Outsourcing to an already established technical pro takes away the need to explain every facet of the technical side of the business
Improved Customer Satisfaction
When businesses outsource their IT support they improve their customers’ satisfaction with their products or services. A team of professionals will be able to resolve issues quickly and efficiently, providing a better experience for the customers. And as we remember, happy customers are loyal customers.
Flexibility
When you outsource your technical support, you have the flexibility to scale up or down according to your business needs. This can be helpful if you experience a sudden spike in support requests.
Businesses can scale up or down their employees as needed with IT support outsourcing. They can expand their company at any time in this fashion without worrying about lacking the necessary resources or talent.
Quite an impressive set of outsourcing pros, isn’t it? And which of these is not an advantage of outsourcing?
Now let us consider the bottlenecks of support outsourcing and discuss its cons.
Potential disadvantages of outsourcing IT support
Less Control and Poor Quality
The backside of outsourcing an IT department is that you partially lose control over your data. Consequently, it may result in lack of communication with the customers and poor quality of service as a result. Moreover, outsourcing to foreign countries means costly travel or infrastructural concerns.
We believe that IT outsourcing should improve and strengthen your business. It means that technical outsourcing is not about providing standard IT solutions. It is about adapting to customer needs and integrating into its existing business system for improving it.
Slow Communication
Before you outsource your IT support services, it makes sense to analyze the chosen company very thoroughly. Check its speed and way of communication. An IT outsourcing company is expected to provide you with lightning-fast responses. High speed of communication is a must in case of customer or security issues. Slow speed is obviously a red flag.
Complex IT Functions can be Difficult to Outsource
The more complex IT functions are, the more difficulties technical support outsourcing faces. If you want to outsource your tech support, choosing a reliable company is the key. It means finding great tech experts who are nothing short of amazing. They will make every effort to accommodate clients’ needs, quickly respond to issues when they arise, and always be around for questions and support. They understand how valuable time is. They might be a little more expensive compared to some other tech firms, but in the end, with outsourced technical support you definitely win.
Downtimes Caused by Hardware Issues
Another pitfall is outsourced computer support, with its complexity and often inability to fix hardware. It is great if the issue is not very serious and can be solved by simple what-to-do instruction. But in most cases you will need a person in your office to repair the hardware.
The conclusion is that the pros of outsourcing outweigh the risks.
Outsourcing is the way to go if you are looking for top-notch tech support. Trusting the pros will save you time, money, and hassle in the long run. When choosing a technical support provider, it is essential to research and choose a team you can trust. Make sure to read reviews and compare pricing before making a decision.
And Let The Pros Be Pros!
