I came across an interesting press release recently. Netviewer released the results of a study about why callers don’t always tell the truth when they talk to technical support. One in five users admit they don’t always provide accurate information when they call. Imagine that?!!! (No big suprise here for anyone who has taken help desk calls.)
What I found even more interesting is that 31 percent of users are dissatisfied with the support they receive from their internal help desks while third party help desks are rated even more poorly with 48% of callers left unhappy. The survey goes on to point out that many customers will try to fix the issue on their own, or with the assistance of a coworker first, rather than call tech support. Here's more on that: http://www.webitpr.com/release_detail.asp?ReleaseID=6301
So why are companies so drawn to outsourcing their help desk services?
Contracting companies offer standardization of services that promise to meet the needs of the customer based on Service Level Agreements. Companies seeking to outsource often fail to do a complete analysis of their needs, and they buy into these "package deals" that make it easy. What’s worse is they end up paying more for poorer services.
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