Advantages & Disadvantages Of Outsourcing The Technical Support

July 24, 2012 Posted by

Outsourcing critical and non critical requirements of the business has gained such a wide spread acceptance and is influenced by many factors. Affordability was one among the excellent reason for choosing outsourcing various business requirements. As the option for quality sources improved, crucial company procedures like technical support also started to be outsourced. Taking a decision on whether tech assistance team should be outsourced or not is very crucial. For that, you have to have no shocks about the pros and cons associated with technical support outsourcing, how to select a good service provider and whether you would be helped from outsourcing.

There are numerous advantages accompanied in outsourcing a business process. Money saving is one of the key advantage of outsourcing any business process. Service providers offer human resource with high quality and greater experience to work on your product at a far less cost when compared to the native engineers. You don’t have to worry about the back office work associated with employee management and compensation. It’s all taken care of by the service provider themselves. And there is no need to set any kind of infrastructure to house the engineers. Infrastructure management is a major contributor towards a company’s annual budget. By careful analysis of the existing business system, understanding the feasibility of outsourcing a process and choosing the right provider can always help you make outsourcing beneficial to your business.

A wonderful thing about offshore outsourcing is that you can eliminate the difficulties of time zone difference or any geographical restrictions. You can offer the client a 24/7 system of tech assistance team by freelancing it to a popular company. Anytime assistance will definitely grab client appreciation and thus add on to the company profit by saving your money. The engineers from outsourcing team would be of ample expertise in their areas which further increases the client assistance offered. They would be able to answer client queries in an immediate manner and fix issues quickly. Outsourcing tech assistance team or other company process markets the risk associated with company maintenance and thus enabling you to focus on other core company activities.

There would be pros and cons associated with any systems. Outsourcing technical support is also accompanied by certain disadvantages. Security is the top concern raised in terms of outsourcing business process. Since the outsourced engineer have access to various parts of the business system, chances are high the data being leaked. Confidential information if leaked to a competitor can adversely affect the business. If the service quality offered is not meeting the standards, you will have to switch service provider and start the process from scratch. If the service provider shuts down also the situation is same. If the agreement made between the service provider and yourself is not clearly defining all the process being handed over, it can end up in you paying a lot more than what was expected. Thus the cost effectiveness can change into a different situation.

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