Oursource support

Most companies outsource Support and it is not really expensive. There are lots of outsourced support plans, such as Pay per ticket, Pay per live chat, Pay per support, Semi dedicated support plan etc. It is upto you to choose the preferred one as per your requirement.
 
As a rule of thumb, when a company is trying to outsource any unit of their operation, it means doing the activity in-house is more expensive. So naturally, outsourcing is cheaper.

While it is a less expensive option, it isn't without its cons. One of the key problems is that you lose control of the quality of service. Someone else is talking and supporting your clients. Someone who doesn't care as much for your company's bottom line. I am of course generalizing and there are a few very respectable and known outsourcing support companies out there who do a great job. So if you are leaning towards this option, at least do your homework and pick a partner with a positive track record. Don't just go with anyone and don't go with the cheapest option, as it might end up costing you a lot more.
 
Nope, outsource support is not at all expensive nowadays. But, pricing may depend on what level of support you choose live level1, level2, level3 etc. OR what type of support you choose such as Live Chat Support, 12 hours support, dedicated staffing, shared hosting support, semi details.

I hope it helps. :)
 
Outsource support is a better solution for cost management incase of middle level webhosting companies. You can find lot of hosting support companies, can work on hourly ticket basis support or can hire a dedicated admin only for supporting your clients.
 
100% never! I have worked with some of the biggest Companies in the industry and even those outsource half the work, and well the work isn't good! Avoid it!
 
If you love your customers and your company, don't hire the most important part of this business: your support.

It's not a company somewhere in the world, and that makes no idea how difficult it was for you to get "that" customers that are going the extra mile to offer him the best experience when he needs help. Avoid this imo.
 
zomgmike said:
It gets expensive if you're losing customers over it, that's for sure. ;-)
Click to expand...
Yup.

It's worth noting that a lot of companies outsource a lot of things. For example we have an accounting firm that handles our accounting for us - so in essence we've outsourced our accounting.

In this case outsourcing the accounting is cheaper than having an entire in-house accounting team capable of what the firm we've outsourced to can do.

Outsourcing is not inherently bad - but you do have to be careful who you outsource to and make sure that you get what you expect to get.

Just like not everything built in China is bad - there are a lot of very high-quality solid products that are manufactured in China - it's up to the company that is having that item manufactured there to be on top of tolerances and quality control.

There are good and bad outsourced support providers - and even if you find a good one - if you don't stay on top of them they can slip and get worse and worse.
 
MikeDVB said:
Just like not everything built in China is bad
Click to expand...

What?? Don't you know that everything that's not made in China is fake? :D

MikeDVB said:
Outsourcing is not inherently bad - but you do have to be careful who you outsource to and make sure that you get what you expect to get.
Click to expand...

On a serious note, what you said is very accurate. You could outsource any function of your organization.

My perception of it though is that when it comes to web hosting, customer support is about the only grand thing that separates one company from another. I just find that it being the essence of the business, it being both the core value proposition and a competitive advantage, it makes it that much more tricky to outsource.

As you mentioned, however, there are a number of great outsource providers and with quality control that you must impose, it might work out.
 
Artashes said:
As you mentioned, however, there are a number of great outsource providers and with quality control that you must impose, it might work out.
Click to expand...
Having done a little outsourcing here or there to cover employee absences / gaps in the schedule [which are more likely with a small company, than a large one] - were that if you stay on top of the outsourced company things are usually great.

If you don't pay attention / let them do what they want they will very quickly degenerate into a train-wreck.

That said - if it comes down to excellent in-house support, ok outsourced support, or no support at all - I think most would choose ok outsourced support.

That said I've found hiring internationally good for covering all shifts without having to outsource to an outsourcing company. Technically the international employees are contractors and, as such, it's still technically outsourcing - but it works out better :).
 
Of course there are pros and cons to outsourcing, but it's essentially the same as everything in your company ... it needs to be managed. If not performed properly, it will affect sales and your bottom line.
 
Main reason of businesses being outsourced is the money they can save. That means they can have more money to get better and competitive since they are getting skilled people overseas on a very cheap price.
 
I would agree with @mikeDVB - if you going to outsource, then you still need to stay on top of your support case's even it is to guide your outsourced support team. But just turning on the switch and allowing your outsource team to man the ship, agree will soon become a train wreck - this is how we run our outsourced services, it is helpful.
 
Outsource support is not bad idea, it totally depends on with which plan you sing-up. There are various types of support services provided by the outsourcing company.

24x7 Live chat, 24x7 technical support or 12/8 hours technical and live chat support all these types of the services provided by them. There are various levels of the support. The quality and resolution of the queries depends on the level of the technical team.

You can try and check them and after that you can sing-up.
 
Outsourcing is bad and in the UK both TalkTalk and EE found the hard way

http://www.bbc.co.uk/news/technology-39177981

TalkTalk customers are being targeted by an industrial-scale fraud network in India, according to whistleblowers who say they were among hundreds of staff hired to scam customers of the British telecoms giant.

The scale of the criminal operation has been detailed by the three sources, who say they were employed by two front-companies set up by a gang of professional fraudsters.

The sources describe working in "call centres" in two Indian cities.

They say as many as 60 "employees" work in shifts in each office, phoning TalkTalk customers and duping them into giving access to their bank accounts.

The whistleblowers say they were given a script in which they were told to claim they were calling from TalkTalk.

They say they then convinced victims to install a computer virus.

A separate team would use that virus to gain access to victims' online banking, they add.
Click to expand...
 
I have used out sourcing in the past and I have been quite happy with the SLAs provided. It is helpful to provide true 24/7 support and to make sure your technical skills are rounded out in some cases.
 
We don't use it. Sometimes its just not worth the cost. A lot of the times its also just better to handle stuff so you are answering questions honestly and effectively.
 
Outsorcing support means loosing time teaching them how your company works. The quality of service customers will get then is on luck. I'd suggest, if you have the resources, hire inhouse support. Outsorcing may end up bad for your business and you may be paying for crappy service.
 
You must log in or register to reply here.

Supporters

Back
Top