The Cost Advantages of Help Desk Outsourcing or Co-sourcing
Progent's Help Desk Call Center management and co-management services deliver significant business benefits compared with going it alone with a Help Desk staffed solely by in-house employees. Some of the benefits of Help Desk outsourcing, like improved computer or network availability, clearly improve worker output but are not easy to assess precisely in dollars. Other areas, like in-house salaries compared to per-minute billing for external Help Desk Call Center services, can be misleading at first sight. This discussion is intended to elucidate the key cost/benefit issues associated with selecting an in-house or an outsourced or co-sourced Help Desk.

If you operate an in-house Help Desk, you may need to make a decision whether you should expand your IT service staff or outsource Help Desk Call Center services. You could reach this point due to a number of situations. These include:

  • Workforce growth is swamping your Help Desk Call Center
  • One of your Help Desk Call Center team has taken another job
  • You are starting up an additional office in a different city
  • Work-from-Home (WFH) employees have increased Help Desk call volume and created new types of support issues
  • Your Help Desk staff members are needed to help with strategic IT projects
A single one of these situations could cause major strain on your company's Help Desk and consequently impede worker productivity. If several of these scenarios occur simultaneously, your IT management group could have a meltdown.

The Cost of an In-House Help Desk Call Center Employee
It's natural but misleading to compare the raw salaries of in-house personnel with the granular per-minute charges of an external Help Desk group. Although typical costs for an internal IT Help Desk worker differ from city to city (e.g., Tupelo vs. San Francisco), most regions in the United States are in this range:

  • Typical Salary for Level 1 Tech: $45,000-$65,000
  • Taxes, Benefits, Paid Time Off: $18,000-$26,000
  • Equipment Costs: $2,000
  • Software: $1,000-$4,000
  • Office Space, Supplies, Furnishings, Utilities: $4,000-$10,000
  • Ongoing Training: $1,000
  • Total: $71,000 - $108,000
As with any salaried, permanent employee, the true yearly cost of a Help Desk Call Center support worker can be over 50% above the base salary. These expenses do not include initial expenses for signing bonuses, interviews, onboarding, or job training. They also do not figure in the cost of setting up new workers who quickly quit.

To make a realistic comparison between the cost efficiency of an internal Call Center vs. Progent's external Help Desk Call Center services, the costs of Progent's services should be weighed against the advantages. Items to take into account include:

  • Progent bills Help Desk Call Center customers for service on a per-minute basis and at a discount: Typical price to Progent customers for outsourced Level 1 Help Desk Call Center support start at about $18 for each user monthly. Granular billing means utilization is virtually 100%. You only pay for services delivered. Salaried internal employees invariably have dead time and the meter is always running.
  • Progent can provide extended hours service: Progent's standard service coverage is 14 hours on weekdays. Round-the-clock service programs are available. In-house Help Desk Call Centers are typically operational only for normal working hours. This could impede productivity if serious issues occur during off hours. Also, exfiltration attacks like ransomware are typically launched during weekends when network support teams are understaffed.
  • Progent's Help Desk Call Center scales on demand: Hiring new in-house technical staff can take months. By tapping into Progent's nationwide team of network support experts you can adjust your Help Desk Call Center capacity on demand. You don't have to fret about finding replacements for technicians out sick, attracting additional support help to meet growing demand or to take the place of employees who leave, or reducing your permanent in-house IT staff in case business slows. You can rapidly respond to business cycles associated with your market or responsive to the economy as a whole.
  • Contractual responsiveness: Progent provides Service Level Agreements to ensure that service calls are handled quickly. In-house Help Desk teams have no practical equivalent of an SLA.
  • Range of IT skills: Progent has been delivering remote IT support for over two deades. Progent's IT support professionals are steeped in a wide range of new and old generation technologies running in a variety of industries. This set of skills allows Progent to save time and expense by delivering rapid solutions to problems that could otherwise be escalated to a higher and more costly support level. In our fast-changing IT world, it is hard on the wallet when unfamiliar technologies have to be mastered at your expense. Also, Progent's experience makes it possible to foresee and correct looming IT problems before they can disrupt workflow.
  • Access to subject matter experts (SMEs): Progent's Help Desk Call Center outsourcing services also provide fast access to Progent's roster of SMEs to deliver fast solutions to Level 2 and Level 3 IT problems that are beyond the scope of Level 1 Help Desk Call Center techs. Progent's capacity to assign the appropriate engineer for a high-level problem can reduce costly downtime.
  • Enterprise-grade secure multi-tenant ticketing and tracking system: Progent securely shares enterprise-class service automation software that permits Progent and clients to create and track trouble tickets, establish responsibility, show the progress of issues, record activity, and produce management analytics.
  • Help Desk Call Center co-sourcing shares the workload: Progent's Co-sourced Help Desk service seamlessly shares service requests between your in-house IT support team and Progent's nationwide roster of support techs and subject matter experts. You specify how trouble tickets are distributed, but Progent typically handles Level 1 and Level 3 issues. The Help Desk Call Center software seamlessly manages generation, escalation or de-escalation, monitoring, and management reporting. Co-sourcing permits your in-house techs to provide hands-on assistance when circumstances require it and at the same time facilitates fast scale-up for remote help.
  • Let your internal network service group focus on strategic aspects of your business: Your in-house IT support group understands more about your business than any external service organization. Using Progent's Help Desk Call Center outsourcing or co-sourcing services liberates these precious human assets from being consumed by low-level support services like configuring work-at-home routers and offers them the chance to marshal technology to deliver strategic advantage.
In the end, the top advantage of Progent's Help Desk Outsourcing and Co-Sourcing service is the minimization of downtime. Whether for a single worker or a whole organization, waiting for the right IT solution is an expensive proposition.

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

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