How Technical Support Outsourcing Is Changing How Business Is Done Globally

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Not long ago, when outsourcing tech support was a relatively new practice, many business owners hesitated to admit that they were utilizing it, and customers were reluctant to embrace it. However, in recent times, the significant increase in software-based businesses and tech support demands has wholly transformed the perception of outsourcing. Today, companies and the public embrace outsourcing tech help as a valuable and effective customer service strategy – people want help now, no matter where that help comes from.

three technical support outsourcing reps working taking client calls

Peak Outsourcing’s technical support services play a crucial role in helping your customers troubleshoot software issues and resolve other technological problems. Our tech support team consists of skilled and experienced professionals that handle a wide range of IT-related issues, from basic inquiries to complex problem-solving. They can efficiently address antivirus software installations, hardware diagnostics, security program design, and network management.

What follows are some tech support outsourcing effects for businesses on a global level.

International Coverage

Outsourcing tech support offers round-the-clock assistance through multiple channels, providing international coverage. In today’s world, if someone has a problem at 2:00 a.m. on a Tuesday, they expect help then and there. Technology has changed the public’s expectations of customer service and technical support. Customers expect instantaneous resolutions for, or at least communication about, their technical difficulties.

Our outsourced tech teams are available to customers 24/7 through various communication platforms, even on holidays and weekends. This extended coverage enables continuous resolution of technical issues and opens up new revenue streams and market opportunities for your company.

Remote Work-from-home or Hybrid Setup

With remote support and hybrid work arrangements, the tech team can access client computer systems and devices without physically visiting the location. Secure and safe software portals enable specialists to diagnose, troubleshoot, monitor, and address technical issues effectively.

A remote tech support team offers the advantage of faster response times compared to on-site technicians. Additionally, the team and the client save time and money they would have spent scheduling meetings, traveling, and constantly communicating on the road. Moreover, they can avoid unexpected distractions in a physical office environment.

Combining a remote outsourced tech support team with an in-house tech team can also be valuable. Remote specialists can assist during periods of high workload or when the in-house team faces challenges in finding solutions.

Ensuring Security and Compliance

The federal government and industry watchdogs closely monitor data security practices to safeguard private and confidential information from unauthorized access. Outsourced technical support adds value by meeting your organization’s security and compliance requirements.

Our tech teams secure sensitive customer information in the cloud and implement cutting-edge customer support software to safeguard data. Their high-security protocols across all platforms prevent unauthorized access to private information by individuals, parties, or entities.

Cost-effective High-quality Service

Technology has allowed technical support outsourcing companies to find the best talent at competitive prices in a global market. Many foreign countries have pools of skilled, trainable, and cost-effective technical support specialists. This workforce pool allows outsourced technical support at lower labor costs than developed markets like Canada, the United Kingdom, the United States, and Western Europe.

Scalability and Flexibility

Outsourced technical support provides a flexible and scalable solution, allowing you to manage financial costs effectively. With Peak Outsourcing, you can easily adjust the volume of outsourced tasks based on your business needs. Your outsourcing company allocates the appropriate number of tech support agents and specialists to suit your budgetary requirements, eliminating the need to hire additional regular employees to expand IT support or lay off staff during slower periods.

Moreover, your technical outsourcing partner can quickly scale up its operations to handle higher call volumes during peak periods, such as holidays or successful marketing campaigns.

In contrast, with an in-house tech support team, operating costs remain constant even during slow periods. But outsourcing technical support allows you to adapt your workforce without resorting to periods of layoffs and hirings.

Contact Peak Outsourcing to Handle Your Technical Support Outsourcing

Outsourcing technical support makes excellent sense for a company, and a global economy has made quality outsourcing much more affordable and effective. The effects that tech support outsourcing has on a business include benefits such as that it allows your business to access skilled and experienced professionals without costly in-house hiring and training. Outsourcing provides scalability and flexibility, enabling your company to manage its resources and adapt to changing demands efficiently. Moreover, outsourcing grants access to legally compliant 24/7 services, expanding your customer base and global reach.

If you are considering outsourcing your company’s tech support, call our Peak Outsourcing professionals today at 1-833-831-7325 or contact us online for more information.

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Is Business Process Outsourcing Right for Your Business?

Your company may benefit from outsourcing certain functionality that you currently perform in-house. The resulting benefits can transform the way you do business and provide a greater focus on your core business functions.  Submit a contact form or call Peak Outsourcing today at 1-833-831-7325 to discuss how our team can help you achieve your goals.

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Patrick Freking
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Patrick Freking

Owner

Pat has built a long and varied career across multiple areas. He graduated with a BS in Finance from Arizona State University and got his start in the business world as a healthcare consultant for some of the largest hospitals in the world, including St. Luke’s Episcopal in Houston, TX and Brigham and Women’s Hospital in Boston, MA.

Pat then ventured into the banking industry, gaining vast knowledge of all facets of commercial and retail lending. Following this, Pat built on his depth of sales skills and worked as an enterprise representative, selling Oracle applications and software implementations to Fortune 500 companies, as well as he had the opportunity to represent an accounting firm focused on the implementation of Sarbanes Oxley regulations.

In 2004, Pat started his own real estate development and management company. Over the years he developed and managed multiple commercial properties throughout Arizona and Texas. It was then that Pat sought out the resources of third party outsourcers for many support functions of his business and grew to understand how important these operations were to the success of his own company.

Pat believes the key to his success has been choosing to build his businesses with strong partners. “The one thing I am certain of is that businesses are only as solid as the teams that build them. You have to trust and genuinely believe in the people you put in front of your customers. It’s my commitment that Peak’s partnership with your business will be one you can depend on”.