| Are the decision makers considering the right | | | | outsourcing the help desk. |
| parameters to evaluate the outsourcing of a call | | | | Similarly there are lot of cases wherein the concerned |
| center? While most of them are going with the | | | | customer support head is not sure whether he needs |
| outsourcing trend. Very few really consider the | | | | a dedicated call center/ Help desk center and |
| parameters which would help them make a decision. | | | | secondly whether he needs to do it in house or |
| During my recent interaction with one of the customer | | | | outsource it to a ITES company. |
| support managers of an Automobile company, he said | | | | There are cases wherein company genuinely needs a |
| he wants to outsource the call center because it is | | | | help desk center but they still don't have a dedicated |
| cost effective. I requested from him certain information | | | | call center / Help desk center. The manager needs to |
| about his customer support requirements: | | | | carefully review the entire process and get answers |
| 1) How big your customer base? | | | | to above mentioned questions first prior to deciding on |
| 2) How many support concerns do you currently | | | | dedicated Help desk center and also to do it in house |
| receive and through which medium? | | | | or outsource it to a third party company. |
| 3) What is the Level of concern? | | | | This is a tricky situation cause at one side you think |
| 4) How fast does he want to address the concern? | | | | about providing best customer support for which you |
| 5) The preferred language of the customer? | | | | would look for the best solution while on the other side |
| 6) Currently who handles these concerns? And lastly, | | | | you have to look at parameters related to the |
| 7) The budget for customer support? | | | | customer count, customer support format and the |
| The manager gathered the details and came out with | | | | solution needed. But one had to get the balance right |
| facts which made him rethink the reasons for | | | | and go for a solution which is really needed rather than |
| outsourcing the call center. It also helped him come out | | | | the trend commonly followed. |
| with certain prerequisites for call centers for | | | | |