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The Pros and Cons When You Outsource Your Technical Support Team - Globalteleforce - ContactCenterWorld.com Blog

The Pros and Cons When You Outsource Your Technical Support Team

Technical support serves a vital role in a business. Their role is to troubleshoot, give advice and help customers with their hardware or software problems. They are also the ones who make sure that operations run smoothly and there are working cybersecurity and data protection.

As technology continues to grow, more businesses are now opting to embrace things outside their comfort zone. They are now investing in IT infrastructure, personnel and other technological advancements that can help them provide 24-hour technical support. Moreover, there are always trends that appear and give them an advantage if done right. All of this can cost money, and some businesses are quite tight on their earnings. So, that is why some choose to outsource their technical support. But, if you’re hesitant about getting one, here are the pros and cons when you outsource your technical support team.

The Pros

Cost-effective and cost-efficient

Hiring employees through outsourcing is undeniably cheaper and faster than finding a new employee using different hiring methods.

Why? This is way cheaper since you won't need to worry about office spaces and equipment. You also won’t need to worry about giving them the traditional salary in-house employees get. On the other hand, outsourcing is faster since you can just contact an outsourcing company and they’ll do the rest based on your employee requirements.

Access to new talents

Outsourcing is the same as hiring a new employee, but this time around, you can get as many as you needed through outsourcing companies. Not only that, the process is cheaper and faster than finding recruits on your own.

Getting employees from outsourced companies is also great since it gives you access to new talents in different areas. Take for example an office in Australia outsourced staff from the Philippines. With this, you will have new talents that have the potential to make your business grow.

Moreover, outsourced employees already have the knowledge and skill set of a particular position, meaning they already know what they're doing and will only need to be briefed regarding branding and company ethics. Also, having a trained team with you will help you work efficiently since you can now handle a lot of work than before at an efficient pace with better results.

The Cons

Communication problems

This is a given since your outsourced employees are not in your office, meaning they can be found in a different state or a different country. Having communication problems can create many setbacks that will gravely affect your projects and business. Make sure to find an outsourcing company that has the same native language as yours and understands your culture to avoid unnecessary commotions and mishaps.

Hard to control

Having outsourced employees has its own risks that needed to be addressed, and one of this is an oversight on a regular basis. Before having these issues to come your way, make sure to create a set of guidelines or procedures for your outsourced team to follow in order to promote an organised and efficient workflow.

Having over five years of experience in providing technical support for businesses in Australia, Global TeleForce completely understands the ins and outs of the industry and is proud to say that our technical support outsourcing services is top-notch since our specialty is telecommunications technical support with our NBN ready teams.

To get started with your new team of technical support, contact us at 1300 77 88 62 or email us on enquiry@globalteleforce.com for general enquiries and sales@globalteleforce.com for a quotation.

Source: http://globalteleforce.com/blog/the-pros-and-cons-when-you-outsource-your-technical-support-team

Publish Date: October 4, 2017


2023 Buyers Guide Customer Relationship Management

 
1.) 
Academy Call Center

Tele-Sales and International Call Center
With the KRK Academy Call Center, it is not just to answer your incoming calls;
Social media management
online help
WhatsApp reply
outbound call services
Voice response systems
Call center software solutions
Voip services
Social Media Ads, Google ADS Ads, SEO, Website setup
Reporting services for your company
You can do things like.

2.) 
Alliance Infotech Pvt Ltd

alliance Infotech (P) Ltd. is an ISO 9001:2008 certified company and OEM having more than a decade of experience in CRM and Computer Telephony (CT) software solutions. Our CT products are sold in Telecom, Police, Media, Bank, Corporate, Defense and Contact-Centers. We have established technical relationship with leading component providers as a Digium Select partner, Sangoma, Microsoft Certified Partner and Dialogic amongst others.

3.) 
Alycom Business Solutions

CRM Solutions, Digital Marketing, Business Management Consultancy, HubSpot CRM, SugarCRM, Goldmine CRM
Since 2000, we help businesses to grow and increase revenues. We are a certified CRM solutions provider and digital marketing agency that align and automate your marketing and sales efforts to connect with ideal customers and make customers for life.

We strive every day to learn, improve, and grow in our ability to bring practical, efficient, state of the art, and affordable solutions for our customers. We use latest technologies to improve your business's marketing, sales, and customer relationship management.

We are looking forward to serving you with our knowledge, expertise, and experience, so you and your team may benefit by closing more sales, providing exceptional service to and retaining customers for life.

4.) 
Cloudyflex

Zoho CRM Suite
Zoho CRM is a world leading cloud based customer relationship management suite covering all CRM functionalities a modern company needs :
- Multi Channel Lead Management
- Sales Force Automation
- Quotation & Order Management
- Full 'Lead to Order' process
- After Sales Services
- Social Media Management
- Mass E-mailing & Marketing Automation

& several other capabilities

5.) 
Commence Corporation

Commence CRM
Comprehensive solution for automating sales, marketing, customer service ticketing and project management.

6.) 
eGain Corporation

eGain Solve™
eGain Solve™ is the industry’s leading cloud solution for omnichannel customer service and engagement. As the industry’s only unified customer engagement and knowledge management software suite, eGain Solve helps businesses design and deliver smart, connected customer journeys across social, mobile, web, and contact centers. The suite consists of modular, best-of-breed applications built on a unique customer engagement hub platform, eGain CEH™ Platform, that combines 360-degree customer context, intelligent process guidance, and actionable knowledge to enhance every customer interaction. The web-services-based architecture of the platform enables rapid innovation and extension of customer engagement capabilities.

7.) 
FinCRM

FinCRM - CRM Software
FinCRM holds expertise in providing Customer Relationship Management (CRM) software and Full Stack Office Management solutions. The company possesses prowess in developing tailored CRM software solutions with integration of advanced features to empower your workforce and lead to the pathway of lucrative business opportunities. It also offers CRM integrated Office Management Software to streamline your internal operations, improve marketing proficiency, and upsurge productivity.

FinCRM is developed to serve several industries, including insurance, bank, NBFC, education, e-commerce, auto dealership, and more. The software is developed in such a way that any industry player can customize it...
(read more)

8.) 
MFE International

Creatio(formerly bpm'online) Process-driven unified CRM
Unified Marketing, Sales, Service CRM built on a business process management (BPM) platform. Award winning CRM .Recognised by Gartner, Forrester, OVUM, Nucleus research as leading marketing automation, sales automation, customer engagement, business process automation and dynamic case management software.
A new process-driven CRM and not the traditional CRM type.

9.) 
NetHunt CRM

NetHunt CRM
NetHunt CRM blends entirely with Gmail, placing the full-featured CRM right next to your emails. Everything you need is now available in Gmail inbox: customer profiles, deals and opportunities, data filters and views, team collaboration, email tracking, bulk email campaigns, and much more! Simple setup process, intuitive UI, and personal guidance of customer success allow quick integration.

Core Functionality:
- one-click lead capturing;
- pipeline and deals stage management;
- unmatched integration with G Suite apps;
- integration with Linkedin and other apps via Zapier;
- automated contact sync;
- bulk email campaigns, open and clicks tracking;
- dashboard, performance reporting, and tasks;
- full customisation.

10.) 
Noetica

Synthesys™
A complete contact centre technology offering including a flexible and highly configurable CRM solution which can be multi-tenanted, relational and visually configured. CRM entities are fully embedded in a sophisticated dynamic call scripting drag & drop solution which allows for complex process flows and integration to external systems for the delivery of an integrated intelligent agent desktop solution. The solution can be integrated to telephony for both inbound and outbound using the Noetica Voice Platform which is a fully featured contact centre telephony platform.

11.) 
Notoriety Group

Customer Relationship Management
We Offer a great service level to outsourcers, our teams are focus to provide an added value to end clients and our partners.
we provide services with excellence. Our customer centricity is our secret to always deliver a great customer experience.
NOTORIETY is your power to grow and thrive

12.) 
Vads

Customer Relationship Management enables you to focus on your organization’s relationships with individual people – whether those are customers, service users, colleagues, or suppliers.

CRM is a hybrid business solution that can increase sales and marketing efficiency many other key customer relationship matters. CRM platform enables you to focus on your organization’s relationships with individual people – whether those are customers, service users, colleagues, or suppliers.

Benefits :
- Help to see 360 degrees of customer view perspective
- Analysis to measure performance and gain new target and business insight
- Tracking and scheduling are centralized in one database
- Help to stay abreast and stay close each other, increase productivity.

13.) 
TrendzAct

Trendzact CRM
Trendzact’s CRM case management platform specializes in contact engagement centers with complex workflows or integrations. Our features, full customization, scalability, native on-demand AI and flat-fee pricing sets us apart from the competition.
 



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