This is about me
Outsourcing is nothing new, actually we outsource everyday by getting people to do things for us that we don’t want to do ourselves. Consider for a minute your job, the work that you do, what do you think is happening there? Someone further up the chain had an idea and now employs people to do the job. They tell everyone that they have company and employees but the reality is that they have “outsourced” the function to someone else.
Small businesses are the same. We want to provide lots of services NOT because we want to look big but because we want to offer our clients more services. Consider resellers who sell software, hardware, train companies, airlines and even utility companies, all these outsource.
Where It Goes Wrong:
The mistake that most companies make when outsourcing is not considering their clients. For example when household name companies started outsourcing their “customer services” to India, there was no thought of how a strong Indian accent may affect their customers. Not surprisingly when unhappy customers were calling in and not understanding what was being said by the call handler it just made matters worse. And, even now some customers refuse to call “customer services” because they don’t want to speak to someone who might have a foreign accent. This isn’t racism, it’s the customer protesting that they want to speak to someone from the company who can help.
There also appeared to be no consideration for how the customer felt. The call is/was normally scripted and because the call was scripted there was no empathy from the call handler.
So, was it just the accent that made the difference? Not really, there is also good customer service, having an understanding for the culture and empathy. Being able to put yourself in the customers shoes and understanding how frustrated they feel. Being seen to take ownership of the problem and leaving the customer feeling like they have achieved something instead of the call being a waste of time.
Can Outsourcing Work?
Don’t get me wrong. I’m by no means suggesting that outsourcing does’t work. I firmly believe that outsourcing does work if done correctly.
We (MCCIT) often ask companies to outsource their IT business to us. We are good at what we do. I know that I’m sounding off my own trumpet but we are good.
Most IT companies put their trainees on what is called “first line support”. There are two reasons for doing this. The first is that the trainee gets exposure to various IT issues and the second is that the more senior technicians (second and third line support) deal with more “technical” stuff.
In my opinion the above scenario does’t work. If I have a problem, I want to speak to someone who can help and not someone who will “have a go” and then pass on onto someone else who does’t know my problem and that I might have to explain the problem all over again.
That is why when you call us, we try to resolve your issue right away. You’ll be talking to someone in the UK who has the experience and the know how to resolve your issue. We aim to resolve your issue on the first call but in the event that we are unable to do so, we’ll call you back within 90 minutes.
Unlike other companies, We are proactive.
We install a piece of software on your computers. This will alert us to when your computer might have a issue. Actually, we usually call you and let you know of a potential disc failure or if you system is running slow.
Now I can see you already comparing us to your current IT company but, let me stop you there. We are not the same. Did you know that a team on 5 users will only use around one hour of remote support per month? No, I didn’t think so.
So if your team only uses one hour per month why should you pay more? With our “per minute” billing we can forecast how many minutes your team will use and you can forecast the cost!
We answer the call with your company name such as “xxx help desk, how can I help you?” so your customers will never know that we are a partner company.
Our team is not just made up of technical people, we are service driven. We know that without our clients there is no need for a help desk!
So, if you’re thinking of outsourcing your IT consider giving us a try.