Comprehensive Guide About Internal Help Desk Outsourcing


What Is Outsourcing?

While Outsourcing can have many benefits, there are also challenges and dangers. When it comes to managing and negotiating relationships with outsourcers, you must understand this to make your Outsourcing of IT efforts a success. Outsourcing refers to the practice of Outsourcing, where either services or a job duty can be outsourced to third parties on an ongoing or contract basis. An outsourcing project, along with a technological company, may include a variety of operations. It has a wide range from the entire To be sensitive IT function components such as software development or disaster recovery.

Outsourcing services can be done onshore (in the business's country), offshore team (to another country, or offshore in the same time zone (to a country further away). This is a traditional way to cut costs. BPO (business process outsourcing) refers to outsourcing certain company functions, such as payroll. BPO can be classified into two categories: front-office BPO and back-office BPO (which includes internal company processes like billing or purchasing) (which includes customer-related services like marketing or tech support).

Business process outsourcing includes IT outsourcing. It falls historically into one of two categories: application outsourcing or infrastructure outsourcing. Service desk capabilities, data center outsourcing, and managed security operations are all examples of infrastructure outsourcing. Application outsourcing can include development, legacy system maintenance and testing, QA services, and software management.

Today, relationships with suppliers of software, infrastructure, and platform-as-a-service can also be considered to be part of IT outsourcing. These cloud services are offered by traditional outsourcing providers and niche and global software vendors, and industrial companies that offer technology-enabled services.

Outsourcing Types

Professional Outsourcing

Outsourcing professional services include legal, purchasing, accounting, IT, and administrative support, among other specialized services. Because of its potential cost savings, this is the most popular type of Outsourcing. Outsourcing allows the company to pay only for the services provided while still having access to high-quality resources. This significantly lowers overhead costs.

IT Outsourcing

IT outsourcing is one of the most popular services in today's market. It involves outsourcing to an outside company to manage all or part of a company's IT requirements, including software development, maintenance, and support. Nearly every business owner has IT requirements or works with technology at some level. This makes IT a commonly outsourced department. Many companies find it cheaper to hire an IT manager from a third party than to create one in-house. IT outsourcing is common for enterprises to store and manage their data. However, large companies tend only to outsource a small portion of IT functions.

Manufacturer Outsourcing

Outsourcing services for manufacturers are often outsourcing industry-specific. For example, an automobile manufacturer might have an outsourcing agreement for building and installing windows on all of their models. These outsourcing arrangements can lead to significant cost savings and faster assembly times. This type of Outsourcing is not prone to quality problems or interruptions in production. Outsourcing to the manufacturer is essential for small and medium-sized businesses to survive in today's highly competitive marketplace. Some businesses need more scale and economies of scale to compete with larger companies with the assistance of third-party firms. In a market with shrinking product life cycles, fewer companies can afford to invest in and continually upgrade equipment, personnel, and process technology.

Process-Specific Outsourcing

It is common today to outsource certain operations to companies or units that are experts in the area. A bakery could outsource the delivery of packaged cakes to FedEx or UPS. This contract would include delivery times, customer contact, and costs. This allows each company to concentrate on its strengths and improve excellent customer service agents while reducing costs. Outsourcing public services, such as firefighting, police, and armed forces, to third parties, is called process outsourcing to for-profit companies.

Project Outsourcing

Sometimes, companies need help managing a project or completing a part of a project. Many companies will outsource their project management to this company. Sometimes, the company does not have the right people to complete the project. In-house completion may cost more than outsourcing to a more qualified company.

Outsourcing: Everybody's Doing It

Companies should consider outsourcing certain projects or parts of their business to increase productivity and make their business more efficient. It would help if you thought about areas where your company could benefit from Outsourcing and look into the other outsourcing options available.

The Major Benefits Of Outsourcing Your Helpdesk

Cost-Effective Outsourcing

Cost-effective Outsourcing offers the opportunity to access lower-cost suppliers. Small businesses often need help to afford the support of larger companies. Your customer service partner will oversee and do the outsourcing work for you. This means you won't need to spend more on the Helpdesk's staffing, infrastructure, budget, or other resources. Third-party vendors can manage IT support for multiple companies. They may have multiple technicians available to solve problems when needed.

More Flexibility

Outsourcing help desk services allows companies to focus on more important business issues and leave the operational details to outside experts. Organizations can launch new projects quicker by outsourcing IT services. Outsourced help desks, such as call flow support or call center, are used by companies to offer technical assistance to customers who visit a company's website to purchase or inquire about a product. Potential Customers will continue to ask questions as an organization grows. Outsourcing your Help Desk allows you to scale quickly and easily as the demand grows.

Increases Productivity In-House Teams

Outsourcing services for Helpdesk allow your company to concentrate on its core competencies and not worry about complex IT issues. This results in a more focused company. Outsourcing can also help small businesses grow by giving them access to the same technology and expertise as larger ones. Outsourcing providers take on many responsibilities for managing compliance and industry risks. Outsourcing providers often have similar problems and can solve them based on their experience. This results in a better customer experience through shorter research, development, implementation, and maintenance times. The third-party service provider is also responsible for outsourced IT specialists' recruitment, management, and supervision. This can significantly reduce the workload on your HR department.

High-Quality Support

Many outsourcing partners have extensive experience in creating and maintaining help desk processes and frameworks over time. Outsourcing reduces complexity by eliminating the need for an in-house helpdesk.

  • By providing turn-key solutions, the ideal help desk partner increases end-user satisfaction.
  • A service catalog that aligns with business needs and clearly defines support levels.
  • Flexible customer interfaces allow end-users to contact support in many ways.
  • Predictive powers allow you to forecast demand.
  • Remote access support.
  • Databases for configuration and asset management

The best service desks are people-driven rather than process-driven. Even if one of your team members is away for a few days or more, you can still get consistent, consistent, and critical support.

Provide 24/7 Availability

Outsourced IT support desks and services can be used by companies to provide 24/7 support. Partnerships with third-party service providers can be a great way for businesses of any size to access helpdesk support beyond what they have internal team. This allows you to offer responsive support around the clock through IT helpdesk services, which can improve response times, customer loyalty, and your company's reputation. Reputable IT service providers will work with your vision and current IT infrastructure to give you an advantage in offering the best services for the most affordable price.

Steps Of Outsourcing To Gain Success

1. Define Your Outsourcing Goals

Ask yourself why you are outsourcing before you make a decision to go for it. What are you trying to accomplish by outsourcing your activities? Outsourcing can be used for a number of reasons, as we have already mentioned. Here are some of the reasons:

  • Reduce costs
  • Leverage global skills
  • Access to the latest innovations and technologies
  • Concentrate your internal resources on other activities
  • Mitigate risks
  • Expand into other areas
  • Quality of products and services should be improved

It helps all parties to the contract to clearly express their goals for outsourcing. This avoids any misunderstandings or conflicts later. Everyone has the same expectations and the biggest benefit of clearly defining the goals is that everyone can agree on the terms. This allows for better decision-making and easier communication. The decision to outsource can have a significant impact on your company. It is important that you discuss this with your management team. Different opinions can be offered, which can help you make better decisions. After everyone has given their approval on the final draft, it is time to move forward

2. Identify The Things That Need To Be Outsourced

Once you have decided what you want from outsourcing, you can start to look at what tasks you should outsource. Managers and employees in small businesses are often busy with various tasks, such as planning, organizing and producing, marketing, supplying and after-sales services, and other related tasks. It is impossible to be an expert in all of these areas. There are always departments that are more efficient than others. Before we can move on to the 7 steps of successful outsourcing, it is important to identify these activities.

Many companies outsource the following tasks:

  • Information Technology
  • Infrastructure
  • Security
  • Customer Care
  • Maintenance
  • Telecommunications
  • Software
  • Research and Development
  • Organizational Support
  • Accounting
  • Social Media Management

You must distinguish between the core activities of your company and routine activities when deciding what outsourcing should be done. You should not outsource processes and tasks that are important to your company. You should instead contract out activities that don't require constant vigilance, and can be better performed by others.

An evaluation of the existing infrastructure is another factor that will help you make a better decision. Analyze the current business performance, cost savings and internal and external capabilities. Also, evaluate service performance. You may not need to outsource if the problems can be fixed by modernizing the infrastructure efficiently and effectively. If the problem cannot be solved internally, you can outsource it to an agency that specializes in the area.

3. Analyze The Outsourcing Costs

Outsourcing is not a free service. This decision requires a lot of effort and time. You must plan and design the contract to procure services. To form an offshoring team, you must recruit, select and hire the right people. Training and educating employees about company policies is another expense. You still need to restructure your entire organization after outsourcing certain tasks. It is a good idea to estimate the cost of outsourcing before you start.

4. Learn About The Advantages, Limitations, And Challenges Of Outsourcing

Every successful outsourcing project comes with its own set limitations. It is best to plan ahead for these constraints. You will need to address legal issues, environmental issues, labor laws, legal standards in your country, political issues, technological issues, and other obstacles. These challenges can be turned into opportunities by consulting your partners and team. It is important to understand the current state of your core business and its associations. The outsourcing arrangement will be more risky if your company or its processes are constantly changing.

5. Communicate Clearly Your Expectations

For successful outsourcing, it is crucial to communicate effectively both internally and externally. It is essential that all parties are on the same page about the outcome and how it will work. If you are clear about what you expect from the outsourcing sector, they may even be able to help you improve your operations. Because they are experts at providing services, this is why they can help you. They are experts in determining the viability of such contracts. They can offer sound advice on legal, technological, political and other matters. It is also important to look after the employees within the company. The decision to outsource has huge implications for the company's people and operations. Employees may feel insecure about their position. To avoid spreading untrue rumors that could damage the company's reputation, it is important to communicate openly with employees and keep them informed about any changes.

6. Make The Right Deal With The Right Partner

Once you've decided to outsource, it is important to find the right partner. It is important to strike a business agreement with the right party, as most offshore agreements are long-term. You must negotiate a deal that both sides can benefit from in order to maintain a positive, long-lasting, and mutually beneficial relationship with your supplier. You need to get a group of people familiar with the business operations and the way that negotiations work in order to do this. To find the right supplier, you must compare the service, reputation, and costs of potential suppliers. Once you have chosen your supplier, create contracts that are clear and concise with room for negotiation. Clearly state all terms and conditions. It is also possible to mention the ethics and principles that will guide your association over the coming years. These measures will help you maintain your business relationship for many years.

7. Measuring Performance

Outsourcing is not a temporary project. Most outsourcing contracts last for between three and five years. The contract term can be extended if the association is healthy for all involved. Before you extend the contract term, however, you need to evaluate whether your outsourcing operations are delivering the expected results. Regularly measure the performance of your offshore operations and identify gaps. Then, you must find ways to fill them. Employees should be educated and trained continuously. It is important to constantly improve current technology and processes, and remain open for new ideas. Outsourcing involves a third party managing a company's human resources, facilities management, and supply chain. Customer support and service can also be provided.

What Are The Different Types Of Outsourcing?

There are many types of Outsourcing available, each with its strengths and purpose.

BPO: This type of Outsourcing focuses on operational Outsourcing.

Outsourcing IT: This is a type of professional Outsourcing. It is where technology-related resources are outsourced to an outside organization for all or part of an information technology function.

Manufacturer Outsourcing: The overwhelming majority of outsourcing in the US was used in manufacturing industries when it became fashionable. This refers to the transfer of blue-collar work to a third party to reduce costs.

Multisourcing: This term can be used in any industry, but it is most often associated with IT outsourcing and IT service. Multisourcing refers to the use of more than one subcontractor.

Nearshoring: Outsourcing can often be tied to using third- or second-world countries for cheaper labor and materials. Nearshoring is when a company moves its business functions to another country to meet its needs. While nearshoring is still a cheaper option for labor and manufacturing than Outsourcing, it offers the added benefits of improved service, faster time-to-target-market, and easier business operations due to shorter travel times.

Offshoring: This term covers any business function that is relocated to another country. Sometimes, offshoring can be used as a cover term for nearshoring or reshoring.

Outsourcing Process-Specific: Other types of an outsourcing deal with internal resources or needs, and process-specific Outsourcing focuses only on the main product. Companies can concentrate on their core strengths, product, and customer service. A bakery is an example. The bakery would handle all the production work internally. Still, delivery would be outsourced to third parties like the postal service or any other package delivery company.

Professional Outsourcing: When key functions of a company are outsourced, they can be performed by skilled professionals. This could include services such as legal, purchasing, and human resources. This allows the company to cut hidden costs while still having access to top-quality resources.

Project Outsourcing: Sometimes, companies are overwhelmed by requests and need help with specific projects. Project outsourcing is a temporary solution for these situations. It's cheaper than hiring and training a temporary employee.

Relocation: Outsourcing has always been viewed as a way of saving money. It is moving a part of your business to another country used to provide low-cost labor. It can be cheaper to return the jobs that were outsourced in today's economy if you consider the cost of shipping and the growth countries to which they have been previously outsourced. This is the reverse of Outsourcing. Reshoring eliminates the need for shipping costs, times, customs duties, tariffs, and international trade laws. Some companies even go further than reshoring and insourcing. Instead of looking for third-party subcontractors to fulfill the company's needs, they hire more employees and ensure that the company is fully self-sufficient.

What Is An Internal Help Desk?

A program that allows your employees to carry out internal tasks is called internal help desk software. Because it allows employees to communicate with customers and address IT-related issues within the company, internal help desk software is similar to other help desk solutions.

What Are The Advantages Of Having An Internal Help Desk?

Lessens Interruptions

Your staff can find solutions faster if they implement automation into your helpdesks. Internal help desks are a vital component of artificial intelligence and machine learning. They allow internal help desks to operate smarter through the integration of natural language processing (NLP), which allows problems and solutions to be solved via a chatbot. This approach will allow your staff to solve problems on their own without having to worry about anyone else. This is especially important if staff members need to get an answer quickly on weekends or holidays when others are not available.

Reduces Burnouts And Backlogs

Backlogs and delayed support requests can build up when dealing with clients or employees with different issues. This can lead to burnout. This can also cause a faster turnover in the department, which could make it difficult to retain someone in that job. Businesses are using machine learning and AI-powered helpdesk support to reduce backlogs. AI is now more efficient and can resolve most problems faster than anyone. Help desk software allows your support staff to stop answering repetitive questions and allows them to concentrate on tasks that require higher-level thinking. This represents a significant increase in customer satisfaction and employee engagement.

Productivity Increases

An internal help desk can now integrate with multiple applications by using a chatbot. Chatbots allow employees to find information from their applications without logging in individually. Chatbots connect to key systems like customer relationship management, ecommerce platform, and project management software. This also means that customers can be contacted quickly and easily with complete information. This internal help desk can simplify their work and increase productivity.

Technical Support

IT-related problems can be complex and take a whole day for your team. AI can help with common office technical issues and relieve your IT professionals of the burden.


Outsourcing is an important part of any business's decision. This decision is influenced by many factors, including cost, quality, and other factors. Customers are also an important factor. Low-cost countries may see their prices rise as the world becomes more global. Dolgui & Poth (2013) state that Outsourcing is obtaining semi-finished goods, finished products, or services from an external company if such activities were previously performed internally. Many outsourcing companies are located in different parts of the world. There are call centers in many parts of the globe. Although they may be getting a little pay, these call centers do what they should. Many companies won't be able to do business without Outsourcing. They depend on outsourcing for their business growth. The popularity of Outsourcing has increased over the years. Outsourcing can have a significant impact on companies' labor costs.

Outsourcing is a lifesaver when it comes to business. Using it properly can help you keep your business running, reduce your expenses, and free up your time. You can offer professional services at a fraction of the cost and ensure that your business flourishes and clients are satisfied. Outsourcing is, therefore, essential. Outsourcing is not only the best but also the smartest thing. This practice should be adopted by every business to increase its productivity.