Factors that Affect Help Desk Outsourcing Costs
While there are numerous advantages to outsourcing help desk services, it is important to understand several factors that can affect the cost of outsourcing. Here are some of the factors:
The cost of outsourcing varies based on the geographical location of the service provider. For instance, labor costs in North America are significantly higher than in Asia. These variances can be attributed to the differences in the cost of living or wages between different locations. Local tax regulations and currency exchange rates can also influence outsourcing costs.
Service Level Agreements
SLA defines the service standards that a customer expects from a service provider. The price may vary based on the level of service needed. If a high level of service is required, such as a quick response time or 24/7 support availability, this may lead to higher costs. Costs are usually more significant for a more extensive scope of work, whereas they may be lower for a narrower scope.
Technology and Communication Channel
The communication channels required for a help desk, such as phone, email, chat, social media, or a ticketing system, can also influence the cost of outsourcing a help desk. Different channels require different technology platforms. Some platforms are complex, and the setup and maintenance of these may be more expensive compared to others. Outsourcing to a location with an existing technology infrastructure can cut costs.
Experience and Expertise
Some help desk support requires knowledge of a specific software platform. Some require highly skilled agents with specific certifications, which are more expensive to outsource. In general, a service provider with more knowledge and experience will usually bill clients more than those with less expertise. This is due to the fact that service providers with more knowledge and skill have the capacity to provide higher-quality support services.
It is essential to consider the skill requirements when outsourcing a help desk to ensure that the organization’s needs are met.
In most cases, the larger the audience size that requires help desk support, the higher the outsourcing cost is likely to be. When there are more end users, there will also be more help requests, requiring a larger team of support to efficiently handle the volume of requests.
Additionally, a larger audience could also require more specialized support services, such as multi-lingual support or support during non-standard business hours. The entire cost of outsourcing help desks may go up as a result of these services.
More extended contracts typically cost less than shorter ones because they offer greater stability and predictability to both the outsourcing company and the managed service provider. Also, it gives the service provider a better chance to understand the outsourcing company’s needs while improving the quality of their service.