Technical support outsourcing provides technical support services across various ‘business to business’ and ‘business to customer’ segments. Rapidly changing technology has challenged tech-savvy customers in coping with rising technical inventions. IT support teams are striving hard to cater the demands from the customers with high expectations for quick resolution. Further, IT companies lay more emphasis on customer-centric services rather than cost reduction approach. Outsourced IT and technical support services offer SMEs a cost effective platform, thereby limiting their budgets. Technical support outsourcing primarily caters customers concerned with the technical aspects of the product or service. Offshore technical support cannot be treated as a peripheral process, since it requires a dedicated and experienced team to work around the clock and deliver higher value to the customers.
Large number of SMEs fail to maintain internal helpdesk services due to lack of capital funding, thereby enabling these SMEs to outsource their technical support services. The growth of SMEs globally has led to opportunistic demand for technical outsourcing service providers. The facility to free up in-house resources coupled with the availability of cheap, and qualified labor to undertake technical support, have led to an increase in the demand for technical support outsourcing services. Lack of technical knowledge and technology awareness in-house widens the business scope for most of the technical support outsourcers. Outsourcing technical support proves a greater advantage for original equipment manufacturers (OEM) and independent software vendors (ISV) letting them to focus on their core processes rather than negotiating with the customer service and support.
The key factor challenging technical support outsourcing services is the loss of quality control on company’s technical support service the failure of which might affect the reputation of the famous brands. Furthermore, most of the companies feel that outsourcing technical support puts a degree of distance between business and the customers. Moreover, data breaching activities such as exposing confidential customer data base may lead to heavy business loss of the client who has outsourced technical support to the third parties.
The global technical support outsourcing market can be primarily segmented by types of support service, end-use industry, and region. The type of support services offered by technical support outsourcing players include pre-sales support service, post-sale support service, managed technical support service and enterprise technical helpdesk services. Technical support services include level 1, level 2 and level 3 support services which are delivered through voice, email and online chat supports. Enterprise technical helpdesk services include issue resolutions, knowledge management, application support, software support, trouble ticket management and reporting and decision support. Technical support outsourcing is popular among various industry verticals including information technology, finance, human capital, production & manufacturing, telecommunication, automotive, energy & utilities, education, and media & entertainment. The segmentation of technical support outsourcing on the basis of regions include North America, Europe, Asia Pacific, Middle East and Africa, and South America.
Some of the key players in the global technical support outsourcing market include Qcom Outsourcing, Inforonics Global Services, Atos SE, Ciber Inc., CGI Group, HCL Technologies, Hudson Sofwtare, Attivasoft LLC and Support.com, Inc.
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