5 Myths About Outsourcing Tech Support

Category: Tech Support & Help Desk

Published date: 12.10.2020

Read time: 6 min

Maintaining an in-house tech support team is becoming more difficult as lockdown restrictions are still preventing companies from bringing back their employees at full capacity and businesses are looking to cut costs due to lost revenue. Outsourcing your tech support needs is a great solution to this problem since it will allow you to lower costs without having to limit the number of your employees or sacrificing the quality of the tech support. However, there are some misconceptions out there that are preventing companies from outsourcing their tech support needs. Let’s take a look at the most popular myths about tech support outsourcing and find out why they are not true. 

1. You Should Hire the Cheapest Service Provider 

While some of the most popular outsourcing destinations offer tech support for pennies on the dollar, you also have to keep in mind that you get what you pay for. It is always better to pay a little more to hire a service provider that will understand you and your customers, work with you to customize processes, and take ownership of the entire project. For example, the  rates for customer support  in Ukraine may be a little higher than in countries like India or the Philippines, but Ukraininan workers put in a lot of effort, they are more culturally compatible with US and EU countries and they come to the table with new ideas on how to improve processes. Ukraine offers additional benefits such as fast internet speeds at 52.06 Mbps, which is even faster than countries like Australia, and better cyber security as well. 

2. You Lose All Control With Outsourcing 

The top customer support outsourcing providers give you full control over hiring, the size of the team, training, KPIs, and other aspects of the project. In fact, before the project starts, the service provider will ask you questions about the business goals you are trying to achieve and how you would like to see the project implemented. At Mindy Support, each project has a team lead who the customer can contact to answer any questions, make changes to existing processes, or ask for specific information about KPIs. While there are many customer support outsourcers out there to choose from, be sure to choose somebody that is willing to adjust to your processes. Remember, your offshore is an extension of the team you have in-house which means that all of the expectations and hiring criteria should be the same for both. 

3. In-House Teams Offer Quicker Response Rates

There are many ways an offshore team can help your customers quicker. First of all, there will be no difference between the tech support agents you have sitting at the office and the ones overseas. In fact, you will be able to provide service faster since you can hire more people for the price you would pay for hiring a local team which means the response rates will go up and wait time will decrease. Also, you will be able to cover all time zones and provide tech support in languages other than English. This is one of the many ways outsourcing can raise the quality of your tech support. 

4. Cost is the Only Reason to Outsource 

We already touched on some of the benefits of outsourcing but one of the biggest reasons customers outsource is because the service provider does the lion’s share of the work. The outsourcing company you choose will be responsible for renting out office space, hiring and recruiting, training, and many other aspects that go into putting together a team. In fact, all you have to do is tell the service provider your requirements and they will do all of the leg work for you. While this offers significant cost savings, you also save a lot of time that can be put to much better use. 

5. Outsourcing is for Large Companies 

This is not true for many reasons. First of all, when a company is first starting out, there are a lot of jobs that need to be done and not enough people to do them. In a lot of situations, a company’s top management will have to perform several functions. For example, the CTO will be in charge of developing a product, but will also have to answer customer inquiries simply because there is nobody else who can do it. Mindy Support has clients who are startups, small and medium sized business and large enterprises,which shows the wide range of businesses looking to outsource their customer support tasks. 

Mindy Support Provides Comprehensive Tech Support Services 

If you are looking to hire a tech support team or expand the one you have now, Mindy Support can help you do so quickly. We are one of the largest BPO providers in Eastern Europe with more than 2,000 employees in six locations all over Ukraine. Regardless of the size of your project, we can find the necessary number of candidates you need within the specified timeframe and you will also be able to scale up or down whenever you need. We have a rigorous QA process in place giving you peace of mind that all of the processes will be done at the highest standards. 


    Stay connected with our latest updates by subscribing to our newsletter.

      ✔︎ Well done! You're on the list now