The Cost/Benefits of Help Desk Outsourcing or Co-sourcing
Progent's Help Desk Call Center outsourcing and co-sourcing services offer substantial business value compared with maintaining a Help Desk Call Center run solely by in-house employees. Many of the benefits of outsourcing, such as improved computer or network uptime, obviously improve productivity but are difficult to evaluate in dollars. Other issues, like in-house salaries vs. granular billing for outsourced Help Desk Call Center services, can be misleading at first sight. This comparison is intended to examine some of the major cost issues associated with going with an internal or an outsourced or co-sourced Help Desk Call Center.

If you operate an internally staffed Help Desk, you may have to make a decision whether you ought to expand your IT service team or outsource/co-source Help Desk services. You could reach this point owing to a number of common circumstances. These include:

  • Business expansion is swamping your Help Desk
  • A member of your Help Desk support staff has left
  • You are starting up a new office in another city
  • Work-from-Home employees have increased Help Desk call volume and introduced new sorts of support issues
  • Your Help Desk staff members are more valuable helping with strategic IT initiatives
Any of these circumstances can cause major pressure on your Help Desk Call Center and as a consequence disrupt productivity. If several of these events occur simultaneously, your IT support team could have a meltdown.

The Cost of an In-House Help Desk Worker
It's tempting but misleading to compare the base salaries of in-house workers with the granular per-minute charges of an outside Help Desk team. Although typical costs for an in-house Level 1 IT support person vary from state to state and city to city (e.g., Tupelo vs. New York), most regions in the U.S. are in this range:

  • Typical Salary for Level 1 Technician: $45,000-$65,000
  • Taxes, Benefits, Paid Time Off: $18,000-$26,000
  • Equipment Costs: $2,000
  • Software Licensing: $1,000-$4,000
  • Office Space, Supplies, Furnishings, Utilities: $4,000-$10,000
  • Continuing Training: $1,000
  • Total: $71,000 - $108,000
As with any salaried, permanent worker, the true annual cost of a Help Desk Call Center support worker can be over 50% beyond the base salary. These costs do not include one-time costs for referral fees, vetting, onboarding, or job training. They also do not take into account the cost of onboarding new workers who quickly leave.

In order to make a fair evaluation between the business value of an internal Call Center vs. Progent's outsourced Help Desk Call Center services, the costs of Progent's services should be looked at against the benefits. Issues to consider include:

  • Progent bills Help Desk clients for service on a per-minute basis and at a discount: Typical price to Progent customers for Progent's Level 1 Help Desk Call Center support services start at about $18 per user monthly. Granular pricing means time utilization is essentially 100%. You are only charged for services received. Full-time in-house employees occasionally encounter dead time that you pay for.
  • Progent offers extended hours service: Progent's regular service availability is 14 hours on weekdays. 24x7 service programs are optional. In-house Help Desk Call Centers are usually open only during regular working hours. This could impede productivity if major issues arise during off hours. Also, exfiltration attacks such as ransomware are typically activated over weekends when IT support groups are thinly staffed.
  • Progent's Help Desk scales on demand: Hiring new internal technical staff can take months. By leveraging Progent's nationwide roster of network support professionals you can right size your Help Desk Call Center capacity on demand. You don't have to fret about substituting for technicians on sick leave, hiring additional technical support staff to meet growing demand or to take the place of workers who leave, or trimming your full-time internal IT staff in case business slows. You can quickly respond to business cycles peculiar to your market or reflective of the economy in general.
  • Guaranteed responsiveness: Progent offers SLAs to ensure that support calls are responded to in a timely manner. In-house Help Desk teams can offer no real substitute for an SLA.
  • Breadth of IT expertise: Progent has been providing remote technical support for over 20 years. Progent's technical support experts are steeped in a broad range of new as well as legacy technologies running in a variety of industries. This range of expertise allows Progent to save time and money by delivering rapid solutions to issues that might otherwise be promoted to a higher and more pricey support level. In today's fast-changing IT landscape, it is hard on the wallet when unfamiliar technologies need to be mastered at your expense. In addition, Progent's experience makes it possible to foresee and correct emerging IT problems before they can disrupt productivity.
  • Access to subject matter experts: Progent's Help Desk outsourcing services also allow access to Progent's team of SMEs to deliver quick solutions to Level 2 and Level 3 technical problems that are beyond the scope of Level 1 Help Desk Call Center techs. Progent's ability to come up with the right engineer for an advanced issue can minimize the disruption caused by downtime.
  • Enterprise-grade multi-tenant ticketing and tracking system: Progent securely shares enterprise-grade service management software that permits Progent and clients to generate and monitor trouble tickets, assign responsibility, follow the status of problems, document services performed, and produce management analytics.
  • Help Desk co-sourcing shares the work: Progent's Co-managed Help Desk Call Center service seamlessly shares service requests between a client's in-house IT team and Progent's roster of service technicians and subject matter experts. You determine how trouble tickets are distributed, but Progent usually handles Level 1 and Level 3 tickets. The Help Desk Call Center software transparently takes care of creation, escalation or de-escalation, monitoring, and reporting. The co-sourcing model permits your internal staff to provide in-person assistance when circumstances call for it and at the same time facilitates fast scale-up for remote help.
  • Have your in-house network service team concentrate on strategic issues: Your in-house IT service team understands more about your company than any outside support organization. Utilizing Progent's Help Desk Call Center outsourcing or co-sourcing services frees these valuable resources from being consumed by low-level support services such as recovering passwords and gives them the chance to work on marshalling technology to provide strategic advantage.
In the last analysis, the greatest advantage of Progent's Help Desk Outsourcing service is the minimization of computer downtime. Whether for a single worker or a whole company, waiting for an IT solution is an expensive proposition.

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

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