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Whether it’s an annoying case of screen flickering or the ever-frustrating installation error message, no software or hardware is free from issues. While some hardware or software malfunctions can be addressed without any help, not everyone is tech-savvy. If ever, some technical problems are so complex that they require the expertise of a professional.
This is why a help desk is integral to businesses. From basic to complex technical queries, a help desk can provide the support a customer needs at the moment. However — as your business grows and acquires more customers — help desk support agents can end up overwhelmed in a sea of queries.
Increasing internal headcount and investing in technology are good ideas (on paper) — but they’re not the most accessible solutions considering the cost of hiring local employees and acquiring new technologies. The saving grace? Help desk outsourcing services.
Help desk outsourcing gives your business a strategic and competitive advantage. In addition to streamlining help desk processes and slashing costs, your in-house agents can pool their knowledge and energy on key business initiatives — which translates to one thing: growth.
If you want to get a good ROI from outsourcing IT help desk, partnering with an experienced help desk outsourcing provider is the first step you must take. But first, let’s learn about help desk support and the services you can outsource.
Customer service and help desk share a common dominator: assisting people. However, they’re not the same. Customer support centers on resolving general or business-related concerns. On the other hand, help desk support focuses on addressing queries and troubleshooting technology-related problems.
Common issues handled by a help desk support team include:
Like customer service agents, help desk staff utilize a variety of optimized digital support channels — including live chat, email, and remote software.
Help desk services are diverse, spanning from password issues to hardware malfunctions. Below are eight examples of services that a help desk outsourcing provider can help you with:
From corrupted drivers to manufacturing defects, hardware malfunctions can be caused by anything. Whether it’s a computer that abruptly shuts down (or restarts) or a keyboard that doesn’t register key presses onscreen, a help desk team can diagnose and help customers troubleshoot hardware issues to keep their peripherals up and running.
Printer issues are frustrating, mainly because they tend to occur when you urgently need something to be printed out. These issues can stem from paper jams, empty ink cartridges, or slow WiFi printing.
Depending on the severity of the issue, a help desk provider can ask a user to toggle the settings, check their WiFi connection, or update the driver to make their printer function as normal.
In business, efficiency is king. But when software performance issues strike, efficiency suffers. Help desk services teams identify the root cause of the performance issue and address it without delay, so users can get back to working on their tasks right away.
Everyone relies on the internet and online services. That’s why connection issues have become everyone’s worst nightmare. In fact, 31% of individuals surveyed by the Uptime Institute Data Center Resiliency Survey 2024 said that IT disruptions are rooted in connection and network problems, followed by power (18%) and cooling (7%) issues.
A help desk support team can pinpoint the causes of a connectivity issue and provide an appropriate diagnosis, helping maintain uptime and productivity.
Bugs and glitches happen from time to time. But even so, they disrupt productivity and cause financial damage to businesses. On average, $84,000 USD is lost to software glitch-induced downtime per hour.
Help desk support teams have experts equipped with the technical knowledge and proficiency to address software problems. By reaching out to a help desk support agent, businesses can prevent productivity loss and financial issues before they happen.
You’ve probably encountered an “installed failed” error message at least once in your life. Because business operations rely on software and tools, we expect nothing but a smooth installation process to maintain productivity. But when installation issues arise, they become a source of frustration.
Help desk support agents are not only knowledgeable about a software’s system requirements, they also know how to resolve installation issues, such as crashes and corrupted files, for hassle-free installation and operation.
We forget our passwords; it happens sometimes. But if there’s anything worse than forgetting your own password, it’s getting locked out of your own account due to multiple failed login attempts. A help desk professional can help users gain access to their accounts and educate them on password management.
Viruses and malware are becoming more sophisticated. While your computer may have the best anti-virus program, this program is only as good as the person using the device. One careless mistake could make your computer vulnerable to viruses and malware, which is dangerous if you process and store sensitive information.
Help desk professionals understand the inner workings of cyberthreats. With their knowledge, skills, and patience, they can identify security lapses, remove troublesome viruses and malware, and offer risk management tips to minimize future infections.
While outsourcing help desk is a good investment, the right outsourcing company can turn your investment into real, measurable results. Here is a list of the best help desk outsourcing providers in the Philippines:
Praised for its stellar offshore outsourcing services, KDCI Outsourcing is a top dog in the field of outsourced customer support. Its catalog of customer support outsourcing services includes tech support, quality assurance, help desk, and many more.
Blending human labor and empathy with cutting-edge AI solutions, KDCI Outsourcing delivers personalized, round-the-clock help desk support services that strike the right balance of speed, efficiency, and innovation.
Digital Minds BPO offers a wide array of outsourced customer service, including e-commerce customer support, technical support, help desk support, and many more. Its help desk services focus on troubleshooting, tiered support, email and browser set-up assistance, remote support, and many more.
With Digital Minds BPO’s 24/7 help desk support services, you can lower labor costs, maintain business operations, increase customer satisfaction, and speed up resolution times.
Magellan Solutions is every small and medium-sized enterprise’s (SME) best friend. It supports overwhelmed help desk departments with cost-effective help desk outsourcing services that fuel growth, scalability, customer satisfaction, and operational efficiency.
With achievable performance benchmarks, partnering with this premier outsourced provider sets your help desk department up for future success.
Emapta is a leading outsourcing company for high-octane businesses. It offers outsourced IT helpdesk services that help scale your business operations while optimizing costs for the long haul. With a pool of high-performing help desk professionals that specialize in various IT support services, Emapta promises fast and efficient technical assistance — day or night.
Outsourced is an offshore staffing company that helps businesses build a dedicated offshore team of help desk professionals, from help desk support agents to service desk engineers.
This company leverages the Philippines’ time zone advantage to provide uninterrupted help desk outsourcing services to businesses in the US, allowing customers to seek help desk assistance outside normal business hours.
Based in Makati City, Philippines, SuperStaff Outsourcing is a company that excels in knowledge process outsourcing (KPO), recruitment process outsourcing (RPO), back-office support as well as outsourced customer service and e-commerce.
Its outsourced help desk services are backed by college-educated, English-speaking professionals with certifications in CompTIA A+ and the like, enabling them to provide high-quality technical support to users. SuperStaff Outsourcing’s help desk services operate 24/7, ensuring your customers get the technical support they need at any time.
MCVO Talent Outsourcing Services is a BPO company that markets its services to American, Australian, British, and Canadian SMEs. The firm’s IT help desk outsourcing services are powered by talented agents who can understand the intricacies of technical issues and provide easy-to-understand solutions to customers of varying tech-savvy levels.
Thanks to their knowledge of your ticketing system, these professionals can easily adapt to your processes and maintain high productivity levels upon onboarding.
Based in Cebu City and Davao City, Philippines, Select VoiceCom (SVC) is a company specializing in multiple outsourcing services, including customer service, order processing, market research, and more.
By outsourcing help desk services to this provider, your customers can enjoy multichannel technical assistance and hassle-free resolutions at any time of the day.
SVC’s English-proficient agents also provide you with self-service knowledge bases for basic and non-urgent technical issues, further streamlining your help desk operations and boosting customer satisfaction and loyalty.
Located in Davao City, Flatworld Philippines is an outsourcing company known for its world-class office facilities and IT infrastructure. It specializes in call center, data, IT, and virtual assistance services.
Outsourcing help desk services to Flatworld Philippines gives you access to tiered support that routes technical issues of varying complexities to the appropriate resource. This simplifies issue escalation, boosts manpower efficiency, and enhances customer satisfaction.
Flatworld Philippines also supports multiple help desk channels — including social media and phone calls — for enhanced convenience.
Eastvantage is a BPO company specializing in nearshore and offshore outsourcing. From marketing to IT outsourcing, this firm can handle a wide range of services thanks to its extensive outsourcing experience.
Aimed at businesses in Australia, the EU, and the US, Eastvantage’s outsourced IT and help desk support focuses on achieving operational efficiency by augmenting in-house teams with outsourced technical support. This way, internal teams can dedicate their expertise to high-value tasks.
With professional help desk agents on board, your customers can enjoy personalized, seamless technical assistance all year round.
Maintaining an in-house help desk team is no walk in the park. Labor is expensive, and overhead expenses are adding up over time. There’s also the hidden cost of ticket backlogs, burnout, and turnover in daily help desk operations. When businesses are strapped for resources, help desk outsourcing becomes their ultimate savior.
At KDCI Outsourcing, we take care of your help desk for you. We source emotionally intelligent help desk professionals who are tech-savvy and have the integrity to maintain confidentiality in every correspondence. We build help desk support teams that mesh well with your local and business culture.
Our world-class help desk technologies can handle omnichannel support, data analytics, and automation ticket creation and routing — modernizing and futureproofing your help desk operations.
Give your help desk a well-deserved overhaul. Reach out to us and let’s help you build the perfect offshore help desk team.
