The Cost/Benefits of Help Desk Call Center Outsourcing
Progent's Help Desk outsourcing services offer substantial business benefits compared with going it alone with a Help Desk Call Center staffed exclusively by internal employees. Some of the benefits of Help Desk outsourcing, like improved computer or network uptime, clearly contribute to worker output but are difficult to assess precisely in dollars and cents. Other areas, like internal salaries compared to per-minute billing for external Help Desk services, can be misleading at first glance. This comparison is intended to investigate the major cost/benefit issues associated with choosing an in-house or an outsourced Help Desk Call Center.

If you have an internally staffed Help Desk, you may have to make a decision whether your business should expand your IT service team or outsource Help Desk Call Center services. You could arrive at this juncture owing to a variety of situations. These include:

  • Workforce growth is swamping your Help Desk
  • One of your Help Desk team has left
  • You are starting up a new office in another region
  • Work-from-Home users have multiplied Help Desk call volume and introduced different sorts of support problems
  • Your Help Desk Call Center staff members are more valuable helping with strategic IT projects
A single one of these situations can cause major pressure on your company's Help Desk and consequently impede productivity. If some of these scenarios happen at the same time, your IT support group could be in a lot of hurt.

The Cost of an In-House Help Desk Call Center Employee
It's tempting but unrealistic to compare the raw salaries of in-house workers with the granular by-the-minute costs of an external Help Desk Call Center team. Although typical costs for an internal Level 1 IT Help Desk person differ from state to state and city to city (e.g., Tupelo vs. San Francisco), most areas in the United States are in this range:

  • Average Base Salary for Level 1 Tech: $45,000-$65,000
  • Taxes, Benefits, PTO: $18,000-$26,000
  • Equipment Costs: $2,000
  • Software Licensing: $1,000-$4,000
  • Office Space, Supplies, Furnishings, Utilities: $4,000-$10,000
  • Ongoing Education: $1,000
  • Total: $71,000 - $108,000
As with any salaried, full-time worker, the real yearly cost of a Help Desk Call Center Level 1 support person can be in excess of 50% above the base salary. These expenses do not include initial costs for recruitment, vetting, setup, or job training. They also fail to take into account the expense of setting up new employees who soon quit.

To make a fair evaluation between the cost/benefits of an in-house Call Center vs. Progent's external Help Desk services, the costs of Progent's services should be weighed against the benefits. Items to consider include:

  • Progent charges Help Desk clients for service by the minute and at a discount: Typical cost to Progent clients for outsourced Level 1 Help Desk Call Center support services start at around $18 per user per month. Granular billing means time utilization is essentially 100%. You only pay for services delivered. Salaried internal workers occasionally have dead time that you pay for.
  • Progent offers 24x7 support: Progent's standard service availability is 14 hours per day on weekdays. 24x7 service is available. Internally staffed Help Desks are usually operational only for normal working hours. This can impede productivity if serious problems occur during off hours. In addition, exfiltration attacks like ransomware are commonly launched during weekends when IT support groups are understaffed.
  • Progent's Help Desk scales on demand: Recruiting new in-house IT employees could take weeks or months. By tapping into Progent's extensive roster of technical support professionals you can right size your Help Desk Call Center capacity on demand. You don't have to worry about filling in for technicians on sick leave, hiring additional technical support staff to meet increased demand or to replace workers who leave, or reducing your permanent internal IT team when business slows. You can easily respond to business cycles inherent to your market or reflective of the economy as a whole.
  • Guaranteed responsiveness: Progent offers Service Level Agreements (SLAs) to make sure support requests are dealt with promptly. Internal Help Desk teams can offer no real substitute for an SLA.
  • Range of IT skills: Progent has been providing online IT support for more than two deades. Progent's IT support professionals are familiar with a broad range of new as well as old generation technologies deployed in a variety of industries. This range of skills enables Progent to save time and expense by delivering rapid fixes to issues that could otherwise be escalated to a higher and more pricey support level. In today's quickly evolving IT landscape, it is tough on the wallet when newer products and technologies need to be learned at your expense. Also, Progent's experience makes it easier to foresee and correct looming IT issues before they are able to impact workflow.
  • Fast access to subject matter experts (SMEs): Progent's Help Desk outsourcing and co-sourcing services also allow fast access to Progent's team of SMEs to deliver fast solutions to Level 2 and Level 3 IT issues that are outside the scope of most Level 1 Help Desk Call Center techs. Progent's ability to come up with the appropriate SME for a high-level issue can minimize the disruption caused by downtime.
  • Enterprise-class secure multi-tenant ticketing and tracking technology: Progent safely shares enterprise-class service management software that allows Progent and customers to create and monitor IT trouble tickets, assign responsibility, follow the status of problems, record activity, and generate management analytics.
  • Help Desk co-sourcing shares the workload: Progent's Co-sourced Help Desk service seamlessly shares service requests between your in-house IT support staff and Progent's pool of support techs and subject matter experts. You select the way trouble tickets are allocated, but Progent usually handles Level 1 and Level 3 issues. The Help Desk software transparently manages creation, escalation or de-escalation, tracking, and reporting. Co-sourcing permits your internal techs to deliver in-person assistance when circumstances require it and at the same time enables rapid expansion for online support.
  • Let your in-house network support team focus on operational aspects of your business: Your internal network service team knows more about your company than any outside support organization. Using Progent's Help Desk outsourcing or co-sourcing services frees these precious resources from being consumed by low-level support services like recovering passwords and gives them the chance to marshal technology to provide competitive advantage.
In the last analysis, the greatest advantage of Progent's Help Desk Call Center Outsourcing and Co-Sourcing service is the minimization of downtime. Whether for a single worker or a whole organization, waiting for the right IT resolution is a costly proposition.

Learn More about Progent's Help Desk Call Center Outsourcing and Co-sourcing Services
To find out more about Progent's Help Desk Outsourcing services, visit Progent's Help Desk Call Center outsourcing services. To ask about signing up for Progent's Help Desk service programs, call 800-993-9400 or go to Contact Progent.



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