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Today, it is very common for companies, small or large, to outsource their help desk functions. A small business now need not fret about the lack of enough employees who are technically trained and skilled to handle complex tasks and processes. It will not have to spend any amount on training its staff to learn and master in the application of new software or hire more professionals for this.

A company can move its help desk outside for several reasons. Help desk outsourcing is usually a strategy in by itself. It can help a small business achieve specific targets or goals. But logically, the practice could also have its own list of setbacks.

The Pros:

Help desk outsourcing can result in better financial influence. That is because it can lower fixed costs and bolster return-on-investment. There is no need to hire more staff or extend cubicle space. Additionally, the company will not have to buy certain software for operations.

It allows organizations to effectively focus on their major or key competencies. It will free the management to fully spend time and capital on specific areas or business aspects where they do best. Smaller companies can certainly focus their IT talent to support key business applications to leave support of office programs, operating systems, and other non-core tasks/functions to a trusted external vendor (help desk outsourcing provider).

Companies also can be rest assured that the help desk service personnel are appropriately educated and trained in the specialty to which they are assignedVendors might need to mind how that they keep their training effective and present. The company would have more concerns out of its way.


Help desk outsourcing can sometimes make a company lose its command over training. Management may remain worried that the function may drop some nuances. It would also have to turnover specific parts of its operations to the vendor, which is an issue with regard to privacy and trading secrets.

Some companies exhibit their worry of which help desk outsourcing personnel may possibly lack concern for the consumers/customers. This can be a serious concern because most of the clients are sensitive over these matters. If help desk representatives from the outsourcing vendor are not professional and well-mannered, it will reflect, not on the outsourcing firm, but the company that paid for the service.

Ultimately, in a help desk outsourcing setup, the company would have to get used to having remote personnel. l. The vendor can be operating in another country. There can be cultural differences that may show in the service. Businesses that prefer to keep its staff socially and culturally intact will also have inevitable issues along the way.

In many instances, companies are unaware of the disadvantages, but possible issues should not stop businesses from using help desk outsourcing. Through recognizing such setbacks, obstacles to effective help desk outsourcing can be properly managed as well as overcome.

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