Your business wants to switch from in-house tech support to an outsourced help desk. With the new change, you hope to gain exceptional benefits such as stronger service, better customer satisfaction, and higher productivity. However, these advantages depend on a smooth and seamless transition; after all, your outsourced IT department needs to handle your services efficiently and effectively from day one. Fortunately, there are a few things you can do to ease the transition from in-house to outsourced customer tech support. Learn the essential steps below!
1. Choosing the Right Partner
A successful relationship with your outsourced customer support desk begins with choosing the right company. Ultimately, the goal is to relieve the burden upon your team and ensure your clients keep a high level of service and assistance.
Since this is the case, your intended partner should possess high practical knowledge and hands-on experience with tech support. In this way, they can adapt to several scenarios with your clients and find appropriate solutions.
Excellent customer service is a priority for your business as well. It would be best if you worked with a company willing to meet your standards for service, offer comprehensive care, and adhere to your availability needs.
2. Setting A Clear Plan
Your outsourced IT company will dedicate qualified tech support agents to operate your help desk. While they have extensive training in information technology, technology, and customer service, they have never worked with your business. They will need training concerning your brand, products or services, brand voice, and customer experience.
Accordingly, preparing and providing a detailed plan outlining everything you expect from your outsourced IT department is beneficial. Setting goals and outlining key performance indicators (KPIs) is crucial so your team will understand their main objectives and what determines success.
3. Sharing the In-House Experience
Your outsourced IT team will receive most of the attention during this critical time. However, not leaving your in-house agents in the dust is essential. They can play a vital role in the transition process by sharing knowledge and experiences with the new team; examples include customer support processes, typical customer interactions, and everyday tech issues.
When your current employees gain such a valuable role, it will increase employee satisfaction. It will also provide the outsourced tech support agents with insights they could only discover through long-term engagement.
4. Monitoring Performance
Consistent KPI monitoring and regular check-ins are critical for ensuring everything stays on track toward success. Common metrics include the number of support tickets, the number of tickets in the backlog, response time, handle time, resolution rate, and customer satisfaction score.
These factors establish the quality of your IT consulting. They also help you determine if you have enough tech support on board, if your team may need additional support, or if you need other tech support services.
5. Keeping in Communication
When you work with an outsourced IT department, you do not simply hand off all your processes and forget about them. Maintaining an excellent relationship with your IT services and solutions company is beneficial.
Communicating will make it easier to perform check-ins, make changes, update information, and add instructions. Likewise, team leaders are more likely to come forward to voice concerns and brainstorm ideas.
Make a Smooth Transition to Outsourced Customer Support
You can look forward to a straightforward process when transitioning from an in-house to an outsourced IT department. It all starts with choosing an information technology services company willing to work with you every step of the way. RHYNO Networks is proud to be your go-to provider for outsourced tech support solutions. We would be happy to work with you; contact us today!