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Yesterday I read an article by, Robert Reich, Former Secretary of Labor, on the Huffington Post, debating whether we are headed for a "double-dip" recession or just a lousy recovery? It is an interesting debate with many self serving opinions on all sides. I am no economist and have never been a fan of Mr. Reich, but I have to say...when it comes to business in this era, it just doesn't matter! You and your team have got to play like the bottom is falling out everyday. Bad economy or good, recession or not. You've got to be at the top of your game!
On the topic of outsourcing, ComputerWorld UK (March 2010) states: "Companies expressed frustration with the quality of work being provided, according to a survey, but most businesses still said they chose the cheapest outsourcing option instead of the best quality. Nearly all businesses - ninety-four percent - admitted that the focus on cost was increasing the likelihood of their projects failing." It is our belief that when companies search for an outsourced help desk, they are willing to sacrifice quality of support for low pricing, resulting in serious negative impact on customer satisfaction and retention. With that said, we are also firm believers in the power of an outsourced help desk solution. The key, as with many other functions of a fine-tuned organization, is to do your homework first. Here are three important topics (not directly related to cost) for you to think about when selecting an outsourced customer service or support help desk provider: