Outsourcing Technical Support

The Importance of Technical Support

In the competitive business environment of today, the importance of customer support is increasing. Consumers have several options to choose from in the market and other than price and quality, the post-sale technical support and service they receive is a key factor in attracting new customers and retaining existing ones.

Catering to general customer complaints and questions are one aspect of customer support, but what about the technical problems that may arise concerning your product or service? It is essential to devote resources to technical support that will cater to a range of technical problems that the customer may have.

Outsourcing Technical Support: A Smart Business Option?

Offshore technical support can no longer be treated as a peripheral process. It requires a dedicated and experienced team who will work around the clock to deliver higher value to customers.

Outsourcing technical support to offshore partners is an astute business decision and many global companies look for offshore partners to outsource technical support services as they face operational constraints such as:

High labor costs and attrition rates among technical support staff
Keeping infrastructure investments low
Optimizing allocation of limited resources
Need to relieve core resources of the organization from routine operations

Outsourcing technical support functions will greatly advantage ISVs and OEMs who need to run the technological race under highly competitive market challenges, allowing them to focus on their core processes without compromising on customer service and support. Let a professional and dedicated team devote all their energy and expertise to providing technical support services. This will prove to be financially profitable for your company and give a boost to your customer satisfaction rate.

Types of technical support provided at Outsource2india

Software usage / problems support
Application / desktop queries
Product related problems/queries
Installation support
Connectivity related problems
Troubleshooting support

Higher revenue and margins due to reduced operational and infrastructure costs
Focus on core functions and business value creation
Improved operational efficiencies
Increased levels of customer satisfaction and customer loyalty
Leveraging the skills inventory of dedicated technical support teams
Access to the vast database of customer FAQs and troubleshooting fact-files
Multi-language technical support services
Facilitates improvements in product design process
Improvements in service delivery

Technical Support Services Outsourcing: Pricing Models

The rates charged for offshore technical support can be based on different criteria:

Per Closed Incident
Per Interaction or Contact
Per Talk Time
Per Resource Deployment

Other pricing strategies include:

Fixed cost/variable cost,
Per minute,
Per hour,
Fixed percentage of employee usage,
Incremental flat rates - incremental flat rates refer to pricing for a predetermined quantity and/or level of services at set prices.

Outsourcing technical support services to India

India offers a sustainable value proposition - a young and productive workforce, demonstrated superiority in handling business process outsourcing initiatives, sustained cost advantage. As one of the most popular outsourcing locations, India has a vast pool of highly educated, qualified, and skilled professionals who have the requisite domain knowledge. The country is renowned for its progress in the field of information technology. These features along with several others make India an attractive destination for outsourcing technical support services.

Offshore technical support services from India

Indian Service Providers offer a range of technical support services that enable you to deliver high quality technical support to your customers and employees at optimal costs. These solutions integrate 24x7, personalized technical support services with advanced technologies for knowledge management and automated support.

Increase customer satisfaction and improve operational efficiencies by setting up IT Support and outsourcing technical support services to India. Indian Service Providers' expertise spans across products in the Desktop, Internet, Server and Networking Domains.

Read more about the range of technical support services offered by Outsource2india and about the technical support training processes and infrastructure that you benefit from while outsourcing technical support services to India.

Outsource Technical Support to O2I

If you are interested in outsourcing technical support to Outsource2india, please fill in the inquiry form. Our Client Engagement Team will contact you within 24 hours.

Start offshoring technical support services today.

Find out more about outsourcing inbound call center services to India.

Please contact Outsource2india here with your outsourcing requirements.