I was wondering if there are any downfalls of outsourcing tech support? Thanks in advanced.

Main problem is personalization - Knowing how people are handling them, etc.


I outsource to a local ISP - I am the only one they do - All conversations are recorded, I personally trained most of the reps - Etc... I like it that way. I have the option of walking in and monitoring them and so on.

Remember who you hire represents you. Make sure they are up to your standards. That's the key.

In many industries and for many companies, support (or customer service) is outsourced. Nothing new. They can't always answer every question and help with every single problem, but neither can newer reps that you might hire directly.

It could save you some money or it could piss the hell out of your customers. In my opinion I think your better off keeping it in-house and building a personal relationship with your customers.

I myself will still be helping out, but I can't always be answering questions 24/7 because most likely I will have other matters to deal with.

Please read the forum rules. This is your first and final warning. If you break the rules again, you will be banned.

-kunal

Originally posted by tony.messer
mod edit.

I think people will get your message the first time.. I dont really see a need to bump every thread that has ever been about this topic to promote your business. I also think (not sure) this belongs in the offers forum.

OKIhost, your correct, thats very borderline advertising which is against the forum rules

Personally I think outsourcing is the way to go. There is still going to be issues that only you would know the answer too but it will free you up to do more things.