Technical Support Outsourcing

Outsourcing for your IT requirements

We know you want the best possible outcomes for your business. And a company’s IT services need to be managed efficiently for the overall efficiency of the business. Once you have outsourced your IT to the experts, you don’t have to worry about managing the service on your own. And IT support can be complex. But with outsourced IT support companies who are experts in IT, you can sit back and relax and let them handle the service.

Outsourcing IT lets you have access to expert services with no need to go through hiring and resource management. At WOW, we give you a well-trained team of IT professionals who possess the required skill-set, expertise, and motivation to manage your IT service optimally.

We can manage your complete IT service or parts of it depending on your specific requirement. If you choose WOW for IT outsourcing, you can choose and customize from the below services that we provide

Technical support outsourcing

Maintenance Services

  • Onsite assistance for IT maintenance
  • Remote support
  • Server back-ups
  • Workstation back-ups
  • Installing patches and regular software updates
  • Network maintenance, repairs, and replacements

IT Security Services & others

  • Configuration and management of firewalls
  • Updating antivirus software
  • Security against spyware and malware
  • Monitoring networks
  • Any emergency services
  • AWS
  • Azure cloud hosting
  • IT as a service (ITaaS), etc.
Advantages of using WOW services for IT

It is a proven fact that IT outsourcing can, in fact, help you reduce the total costs incurred on IT management, support, and monitoring. According to a Gartner report, outsourcing can reduce your overall IT cost by 19-29%. Apart from cost reduction, outsourcing also frees your in-house IT staff. They can be then be utilized for core business objectives.
At WOW, we help you manage the IT services for your business by providing you with a very flexible outsourcing model. We organize and manage the IT team for you and make sure that the service runs smoothly. The unique advantages of using our services for IT are given below.

At WOW, we help you manage the IT services for your business by providing you with a very flexible outsourcing model. We organize and manage the IT team for you and make sure that the service runs smoothly. The unique advantages of using our services for IT are given below.

  • We give you a team of professionals who are well-trained in the skills that you require.
  • We have standardized and refined processes in place for optimum efficiency.
  • We help you save on training costs since our resources come with a good level of technical experience and expertise.
  • We have a standard reporting process to keep you updated.
  • We take full responsibility for security and process compliance according to your requirement.
  • We guarantee optimum performance in writing and also protect you against outages by having a reliable system.
  • By hiring us, you can divert your time and resources to other aspects of the business while we manage the IT services efficiently for you.
  • We offer flexible monthly plans so that you can get the best deal within your budget.
  • We can provide a 24X7 service for you according to your business requirement.

The need for technical support outsourcing

Your job as a product or service provider is far from over once a sale is closed. Customer satisfaction, retention, and continued loyalty depend on the quality of technical support that you provide after the sale.
Businesses need to understand that not all customers who buy their products or services have the technical know-how to overcome any problems they encounter after a purchase. Here, technical support comes into the picture.

Technical Support Outsourcing Services from WOW

[accordion][accordion-item title="EXPERIENCED TECHNICAL SUPPORT"]We at WOW have a vast experience in technical support. We provide complete technical support for your business as well as for your customers. Also, our services can be personalized for your company and our agents are trained to work on or integrate our systems into your platform to achieve the best results. [/accordion-item][accordion-item title="DETAILED REPORTING"]Apart from convenience, there is one more advantage of outsourcing technical support services to us. We give you detailed reports on the interactions we have with your customers. This way, you get useful insights into the areas of improvement needed to make your business more successful. We share with you all the details of the customer interactions so that you can build your knowledge database for research and development purposes. [/accordion-item][accordion-item title="YOUR PLATFORM, OUR RESOURCES"]If you don’t use generic tools and prefer in-house platforms and tools, don’t worry. We ensure that outsourcing happens seamlessly and that there are no drastic changes to the way you work. We train our agents to work on your platform and ensure adherence to your policies. [/accordion-item][accordion-item title="FROM START TO FINISH"]We make sure that right from hiring resources, to training, payroll, and overall resource management is done by us. This way, you can transfer the responsibility of the project to us. We provide you detailed reports so that you can always monitor and suggest any changes or improvements to the process. [/accordion-item][accordion-item title="CUSTOMER SATISFACTION"]We understand your goal of customer satisfaction very well. Hence, we give you a guaranteed improvement in customer satisfaction. Our track record in technical support services has been great. We have been able to achieve a score of more than 85% in customer satisfaction surveys. Our first call resolution score is also quite high at 80%. [/accordion-item][/accordion]

Not sure you should outsource? Here’s a quick checklist to help you decide.

If you are unsure whether contact center outsourcing might work for you, use the below checklist

1. Are you just starting out?

2. Is your business going through rapid growth?

3. Are you expecting a major change to your business process?

4. Do you want to quickly ramp-up or ramp-down your support coverage?

5. Do you want to improve the quality of your support coverage?

If you answered ‘Yes’ to one or more of the above questions, outsourcing can help you.

As your business settles into new changes and goes through restructuring, outsourcing can take care of customer support for you. It can quickly and seamlessly scale your support team up or down. And the best part is you don’t need to commit to full-time hiring and worry about lay-offs.

Similarly, if your business sees seasonal surges, outsourcing can help you deal with changes to support requirement without any hassles.

When does outsourcing not work for you?

Outsourcing is not for everybody. It might not work for businesses which choose this option for the following reasons.
1. Reducing project costs.
Even though the per hour or per customer interaction costs would be lower than an internal hire, looking at outsourcing as a cheap alternative is not the best approach. Usually, the most economical support outsourcing is for large companies who have high support traffic and repeat queries.
2. Fitting and forgetting.
If you want to outsource support completely so that you don’t have to think about it, outsourcing will not work well for you. For successful outsourcing, collaboration between the business team and the company that provides outsourcing is extremely important. A business needs to regularly communicate, review, and contribute to training to make outsourcing work the best.
Outsourcing works well for you only when you have the right reasons for using it.

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How to make outsourcing work for you?

Customer support is an integral part of the entire experience that a customer has with your brand. Hence, when you decide to outsource customer support, you need to ensure that the outsourced team understands your brand well. Here are a few tips to make outsourcing successfully work for you.

[accordion][accordion-item title="Be prepared to look at outsourcing as a partnership."]Not every outsourcing vendor might be suitable for any type of customer support. What you need is an in-depth research to understand which vendor can align well with your specific requirements. Speak to multiple vendors before zeroing in on the one which is the best fit for your business. [/accordion-item][accordion-item title="Know your specific requirements."]Do you have a requirement to take care of high-volumes of calls with repetitive queries? Or do you get low volume of calls that are of a varied nature? Understanding your requirements well will help you choose the best provider that makes outsourcing successful for you. [/accordion-item][accordion-item title="Spend some time towards training and quality assessment. "]You should acknowledge the fact that nobody else can care about your business as much as you do. Hence, for successful outsourcing, you must spend time towards the training requirement of the team. Also, regular quality assessment is also quite important for the success of the customer support outsourcing service. [/accordion-item][accordion-item title="Have a little patience when it comes to cost savings. "]Cost savings will definitely come in the long run. However, don’t expect huge savings from day one. Establishing call center Company outsourcing takes time. [/accordion-item][accordion-item title="Help the customer support outsourcing service is consistent with your brand voice. "]Customers go through various touch points with your brand. Customer support is only one of the many touch points. Your interaction with customers at all touch points needs to be consistent. Hence, make sure the call center company outsourcing your services understands your brand voice very well. [/accordion-item][accordion-item title="Make sure your customer data is protected. "]Before handing over sensitive customer data to the outsourced company, make sure you draw proper contracts for data protection and ensure that the BPO Company abides by the relevant clauses. [/accordion-item][/accordion]