Will tech support outsourcing benefit my in-house help desk?

OABPO Blog Team Published on April 22, 2014 Last updated on May 14, 2021

We recently talked about the difference between the commonly interchanged help desk and technical support call center—the former serves employees of the organization where it operates, while the latter attends to customers of the company it represents.

Now that we cleared out the confusion, it’s time to lay out how tech support outsourcing smoothes out the operations of your internal IT help desk. But first, here is how help desks and technical support call centers are connected.

Ticket escalation

tech support outsourcing agent hands holding call center headset by laptop

As previously pointed out, tech support call centers and help desks can assist each other and coexist in one company. Since the technological know-how of phone representatives is generally limited to the products and services offered by the brand they represent, they sometimes escalate complex cases to help desk technicians.

Help desk personnel have a vaster technical knowledge, which encompasses not just the company’s products but also other forms of technology that the employees use. As such, there may be cases when they are tapped to help fix tech issues that are beyond the call center agents’ capacity.

However, the call center aid that help desks provide can get in the way of their core duties. Their top priority should be the internal staff. So if they are overburdened by extra duties that should be handled by the call center, they might not be able to efficiently solve tech problems within the company.

Greater focus

tech support outsourcing agent busy in call center

Tech support outsourcing can let an in-house help desk focus on taking care of employee-sent service requests. By outsourcing, you let an outside entity answer customer queries and provide tech solutions. Your outsourced tech support representatives won’t have to reach out to your internal help desk, as the outsourcing firm makes sure that all agents are well-trained and equipped with enough technical expertise.

And in the event that they face grave concerns, the team leaders or in-house experts of your service provider will be the ones who will support the agent in attending to the caller’s needs.

Outsourcing has always promised businesses greater concentration on their core competencies by offering ready solutions for their minor processes. This is especially true in the tech support and help desk units where extra focus is needed in order to provide precise answers and actions both to customers and employees.

Are you looking to outsource your tech support? Get in touch with Open Access BPO and experience awesome tech and other support services. We offer multilingual, multichannel options for your business needs. Start your outsourcing journey with OABPO today!

Join us on facebook
Open Access BPO 4 days ago
Driving excellent #CustomerExperience hinges on the diverse perspectives within your team.

Cultivating a culturally competent environment not only enriches your workforce but directly translates to superior service for a global customer base.

Join us as we discuss how #diversity elevates #CX!
Dive deeper into our insights and share your thoughts: https://buff.ly/fqcGUQK

——————————
Partner with a team that values and leverages diversity for outstanding results.

Contact us today to discuss your outsourcing needs: https://buff.ly/fNfWbTE

#WeSpeakYourLanguage
#CulturalDiversity #EmployeeManagement
#DiversityManagement #CustomerSuccess
Open Access BPO 4 days ago
Getting a bad performance review can be tough, but it doesn't have to be the end of the world.

In fact, it can be an opportunity to learn and grow, and to come back stronger than ever.

𝐆𝐞𝐭𝐭𝐢𝐧𝐠 𝐚 𝐛𝐚𝐝 𝐩𝐞𝐫𝐟𝐨𝐫𝐦𝐚𝐧𝐜𝐞 𝐫𝐞𝐯𝐢𝐞𝐰 𝐜𝐚𝐧 𝐛𝐞 𝐭𝐨𝐮𝐠𝐡, 𝐛𝐮𝐭 𝐢𝐭 𝐝𝐨𝐞𝐬𝐧'𝐭 𝐡𝐚𝐯𝐞 𝐭𝐨 𝐛𝐞 𝐭𝐡𝐞 𝐞𝐧𝐝 𝐨𝐟 𝐭𝐡𝐞 𝐰𝐨𝐫𝐥𝐝.

𝐈𝐧 𝐟𝐚𝐜𝐭, 𝐢𝐭 𝐜𝐚𝐧 𝐛𝐞 𝐚𝐧 𝐨𝐩𝐩𝐨𝐫𝐭𝐮𝐧𝐢𝐭𝐲 𝐭𝐨 𝐥𝐞𝐚𝐫𝐧 𝐚𝐧𝐝 𝐠𝐫𝐨𝐰, 𝐚𝐧𝐝 𝐭𝐨 𝐜𝐨𝐦𝐞 𝐛𝐚𝐜𝐤 𝐬𝐭𝐫𝐨𝐧𝐠𝐞𝐫 𝐭𝐡𝐚𝐧 𝐞𝐯𝐞𝐫.

Read our blog post right now: https://buff.ly/hiAUi78
And let's explore:
• the importance of recovering from a bad performance review;
• the causes of performance failures; and
• how to determine the best course of action to address these challenges

——————————
Find out how Open Access BPO's 24/7 multichannel services (in 30+ languages) can upgrade your #CX, strengthen brand loyalty, and drive business growth: https://buff.ly/cltoadZ

#WeSpeakYourLanguage
#CustomerSupport #CustomerService
#CustomerExperience #CSat
Open Access BPO 7 days ago
Open Access BPO's recent 𝐏𝐫𝐢𝐝𝐞 𝐖𝐞𝐞𝐤 𝟐𝟎𝟐𝟓 showcased our unwavering commitment to #diversity, #equity, and #inclusion. This inaugural event united our teams in Makati and Davao to celebrate the LGBTQIA+ community and support meaningful causes.

𝘙𝘦𝘢𝘥 𝘢𝘣𝘰𝘶𝘵 𝘵𝘩𝘦 𝘧𝘶𝘯 𝘢𝘤𝘵𝘪𝘷𝘪𝘵𝘪𝘦𝘴 𝘢𝘯𝘥 𝘵𝘩𝘦 𝘰𝘶𝘵𝘳𝘦𝘢𝘤𝘩 𝘪𝘯𝘪𝘵𝘪𝘢𝘵𝘪𝘷𝘦 𝘣𝘰𝘳𝘯𝘦 𝘰𝘶𝘵 𝘰𝘧 𝘰𝘶𝘳 𝘪𝘯𝘢𝘶𝘨𝘶𝘳𝘢𝘭 𝘸𝘦𝘦𝘬-𝘭𝘰𝘯𝘨 𝘗𝘳𝘪𝘥𝘦 𝘤𝘦𝘭𝘦𝘣𝘳𝘢𝘵𝘪𝘰𝘯: https://buff.ly/nmRUrVg

#WeSpeakYourLanguage
#PrideMonth #Pride2025 #UnitedByLove
#OneWithDiversity #PrideMonth2025
Open Access BPO 21 days ago
𝗢𝗽𝗲𝗻 𝗔𝗰𝗰𝗲𝘀𝘀 𝗕𝗣𝗢 𝗟𝗮𝘂𝗻𝗰𝗵𝗲𝘀 𝗦𝗛𝗜𝗙𝗧 𝗟𝗶𝗳𝗲𝘀𝘁𝘆𝗹𝗲 𝗠𝗼𝗱𝗶𝗳𝗶𝗰𝗮𝘁𝗶𝗼𝗻 𝗣𝗿𝗼𝗴𝗿𝗮𝗺 𝗳𝗼𝗿 𝗘𝗺𝗽𝗹𝗼𝘆𝗲𝗲𝘀

Multilingual call center Open Access BPO announced the official launch of 𝗦𝗛𝗜𝗙𝗧: 𝗔𝗻 𝗢𝗔𝗕𝗣𝗢 𝗟𝗶𝗳𝗲𝘀𝘁𝘆𝗹𝗲 𝗠𝗼𝗱𝗶𝗳𝗶𝗰𝗮𝘁𝗶𝗼𝗻 𝗣𝗿𝗼𝗴𝗿𝗮𝗺, an initiative designed to foster sustainable health and well-being among its employees.

The program, whose acronym SHIFT stands for Sustainable Health and Integrated Fitness Transformation, aims to address the challenges of sedentary work lifestyles prevalent in the BPO industry by providing comprehensive support for health improvement.

The OABPO SHIFT Program will offer a holistic approach to employee wellness, encompassing structured physical fitness activities, wellness coaching, and a smart, sustainable nutrition guide.

This program highlights Open Access BPO's dedication to employee well-being, recognizing that healthy team members are key to both professional success and a great quality of life.

Employees are encouraged to check their official Open Access BPO email for detailed information on program enrollment and participation.

#WeSpeakYourLanguage
#OneForHealth #oabpoSHIFT
#IdeaHubOABPO #EmployeeWellness
#WellbeingAtWork
Open Access BPO 25 days ago
Delivering outstanding #CustomerSupport on over #SocialMedia promptly is essential for enhancing #CustomerSatisfaction and improving the overall brand experience.

But how can your brand consistently deliver on this crucial front?

Improve your customer interactions and build stronger connections on social media by reading all about it on our blog: https://buff.ly/sdjJ2A3

——————————
Give your brand a CX boost on the social web!
Outsource to a #CustomerService expert today: https://buff.ly/aBetHaO

#WeSpeakYourLanguage
#CustomerService #CSat
#CustomerExperience #CX
Open Access BPO 35 days ago
The world is getting smaller, and your customers come from all corners of it!
Partnering with a culturally diverse #CallCenter team isn't just the right thing to do, it's a smart business move.

Learn about the key benefits in our blog:
https://buff.ly/360SqHP

----------
Want a high-value #CustomerExperience for your diverse audience?

Let our multicultural teams help your brand break into international markets without worries.

Contact us today: https://buff.ly/59i7YD6

#WeSpeakYourLanguage
#CX #diversity #inclusion