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  1. #1

    Outsourcing Support

    We are medium size hosting company having around 400 cPanel accounts

    we would like to outsource our technical ticket based support - any one can guide me some good reference and what should be the budget for 8-12 hrs. ticket based support

    we do have flash based tutorials/ knowledgebase etc.

    thanks

    YogeshJ

  2. #2
    Join Date
    Feb 2005
    Location
    India
    Posts
    922
    What level of technical support are you planning to outsource -- or in other words, how much access would you prefer your would be support company to have with your servers ? .. level 1, level 2, or level 3 ?

    Just wanted to say that the price would probably vary with the level of access ...

    I am sure.. you will get many such recommendations/references as you have already made most of your requirements part clear with your original thread
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  3. #3
    Join Date
    Oct 2005
    Posts
    893
    Well it usally varys from $1 per ticket to $2.50 per ticket. There was a company that advertised here with the 404 banner, they look amazing.

  4. #4
    Join Date
    Sep 2002
    Posts
    1,585
    Well it usally varys from $1 per ticket to $2.50 per ticket. There was a company that advertised here with the 404 banner, they look amazing.
    You mean Touchsupport?

  5. #5
    Join Date
    Dec 2002
    Location
    Los Angeles
    Posts
    559
    Quote Originally Posted by yogeshj
    we would like to outsource our technical ticket based support
    Why go straight to the "O" word before considering local talent?

    And no offense, but is 400 accounts considered a "medium sized" host by anyone here? I would classify that as a tiny host. When I think medium sized, I'm thinking 25k - 100k accounts.
    datapimp - You only get one soul, ya dig?

  6. #6
    Well, I think the "O" word is not limited to a medium sized company only what you consider 25K-100k accounts. Most of the companies are providing even chat/phone support for 100 - 400 Tickets.

  7. #7
    Join Date
    Dec 2005
    Location
    michigan, usa
    Posts
    4
    --
    outsourcing works well when you have competent tech personell who speak fluent english. personally i have used tech support via a large computer company, and I was very discouraged at the fact that it was hard to communicate.
    Last edited by jumpEYE; 12-06-2005 at 10:11 AM.

  8. #8
    You should clarity what level of support you are talking about. Most professional hosting organizations have three levels: I, II, III

    Are you wanting to outsource all three levels?
    Try the StreamSend Email Marketing Service. StreamSend is a permission-based email marketing service that offers both a private label reseller program and an affiliate program.

  9. #9
    Join Date
    Dec 2002
    Location
    Los Angeles
    Posts
    559
    Quote Originally Posted by etechsupport2
    Well, I think the "O" word is not limited to a medium sized company only what you consider 25K-100k accounts. Most of the companies are providing even chat/phone support for 100 - 400 Tickets.
    I wasn't suggesting that outsourcing is good for medium sized companies (if that's what you're saying...I can't really tell). It's good for no one but the companies that provide the service.
    datapimp - You only get one soul, ya dig?

  10. #10
    Join Date
    Nov 2005
    Location
    Czech Republic / Thailand
    Posts
    192
    Quote Originally Posted by jumpEYE
    --
    outsourcing works well when you have competent tech personell who speak fluent english.
    I agree with jumpEYE and we have same experience

    Cheers,
    Beruska
    DevOps / VoIP Engineer / Linux System Engineer
    Available

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