Service Desk Outsourcing companies help provide exceptional customer service, save labor costs, and increase productivity and efficiency in organizations and for your clients.
It enhances customer satisfaction and allows businesses to focus on core competencies, driving growth and innovation while saving money and expenditures.
If you need a staffing outsourcing service provider, consider the ones below.
They are known for excellence in the field and have the capabilities to handle the needs of any enterprise.
Hire the best outsourcing agency, Stealth Agents, to handle tasks and streamline your business processes.
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What is Service Desk Outsourcing?
Service Desk Outsourcing is the process of hiring a third-party company to manage an organization’s service desk functions.
There could be many services, but the main ones are handling customer service inquiries, technical support requests, and any other IT-related issues.
Outsourcing aims to improve service quality, reduce costs, and allow internal teams to focus on core business activities and do the priority tasks more efficiently.
1. Stealth Agents
Stealth Agents stands out for its commitment to providing highly customized and scalable customer support solutions.
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Known for its use of technology and highly trained professionals, it aims to deliver exceptional customer experiences that drive loyalty and satisfaction.
The company’s foundation, which was founded in 2014 by Teo Vanyo, highlights its experience and longevity in the service desk outsourcing industry.
With a diverse and skilled workforce of around 500+ professional Stealth Agents, it prides itself on being able to meet a wide range of customer service needs across different sectors.
The location of Stealth Agents’ headquarters is based in Cherry Hill, New Jersey, but its operational reach has global capabilities, so you can get your work done anywhere.
Stealth Agents offers a comprehensive suite of services, including 24/7 customer support, technical support, back-office support, and virtual assistant services.
It is a versatile partner for businesses looking to enhance their customer service operations.
You can experience their variety of virtual assistant and appointment-setting services.
2. SupportYourApp
Known for its flexibility and high-quality customer support to provide tailored solutions that seamlessly integrate with any business model.
Support Your App was founded in 2010 in Kyiv, Ukraine, by Petro Bondarevskyi. Currently, it is operated by Daria Leshchenko, co-founder and CEO of SYP.
SYP has a robust team of 2000+ customer support specialists, ensuring diverse expertise to tackle varying client demands efficiently.
Support Your App is based in Delaware Wilmington and offers a blend of customer support, IT support, and crisis management to handle any service challenges easily.
3. Salesforce
Salesforce is not just about its renowned CRM; it’s also a powerhouse that provides exceptional cloud-based customer service solutions.
Their service cloud platform enables businesses to deliver an automated, personalized customer service experience across various channels.
Operating from San Francisco, Salesforce’s reach and influence span the globe while offering services such as AI-powered solutions, case management, telephony integration, and a comprehensive suite of tools designed to elevate customer service.
4. PartnerHero
Perfect for startups and tech companies, PartnerHero stands out with its custom, high-quality outsourcing services.
Currently, they have 2000+ workers under their company, and they are based in Boise, Idaho, along with five other locations worldwide.
Shervin Talieh is the guy behind founding this company and is a reflection of their growing influenc e and reliability in the outsourcing market with a wide range of operations.
PartnerHero offers multichannel support, including email, chat, phone, and social media, as well as back-office and tech support.
5. Sword Group
Sword Group specializes in providing advanced IT and digital transformation solutions, including comprehensive service desk support.
Sword Group was founded back in 2000 by Jacques Mottard, and in these 24 years, they have managed to thrive with over 2000 specialized employees in the company.
The company’s extensive experience is a testament to its excellence in the tech services sector for customer service. Currently, they have a global presence at over 22 locations, while 2 Rue d’Arlon in Luxembourg serves as their headquarters base.
Their core offerings include IT support services, digital transformation consultancy, bespoke software development, and service desk outsourcing, among other things.
6. Global Help Desk Services Inc. (GHDSi)
GHDSi is renowned for its focus on providing high-quality help desk services.
With a commitment to customization and scalability, they offer solutions that grow with your business, ensuring that customer support is always aligned with your needs.
GHDSi was founded in 2002 by Karen Wetherell. It currently employs 200+ professionals, and its main headquarters is located at Cromwell Avenue, Rocky Hill, CT.
GHDSi specializes in help desk support and provides comprehensive IT support, including software and hardware troubleshooting, to ensure smooth operational flow for its clients.
7. CGS
CGS stands out for its global reach and comprehensive portfolio of BPO services, including advanced customer support solutions.
A deep history in BPO services positions CGS as a leader in the outsourcing industry. CGS has been in the business for over 40 years, and this experience will help you a lot.
Based in Englewood, CGS’s strategic location supports its operations and client service capabilities worldwide for various services.
There are many lists of customer service tasks such as technical support and multichannel support, ensuring clients receive tailored solutions to meet all their needs.
What are the Benefits of Service Desk Outsourcing?
1. 24/7 Availability:
The primary benefit of outsourcing your service desk is gaining around-the-clock support.
No matter the time zone or working hours, there is always someone available to assist with IT issues, enhancing overall operational continuity and employee productivity.
2. Expertise and Reliability
Outsourcing providers possess specialized experience in managing service desks efficiently.
Their expertise ensures that problems are resolved quickly and accurately, increasing reliability and trust in the IT support process.
3. Cost Savings
By outsourcing, companies can significantly reduce operational and labor costs associated with running an in-house service desk.
Outsourcing eliminates the need for expensive infrastructure and the hiring and training of IT staff, leading to substantial cost savings.
4. Reduced Risks
Service desk outsourcing companies stay up-to-date with the latest security practices and compliance standards, reducing the risk of data breaches and other security incidents.
This risk mitigation is crucial in today’s digital landscape.
5. Easier Management
Outsourcing the service desk simplifies management overhead for companies.
It allows internal IT departments to focus on strategic tasks rather than day-to-day support issues, improving efficiency and productivity.
6. Focus on Core Business
The most significant benefit of outsourcing is that it allows businesses to focus on their core activities without being sidetracked by IT issues.
Outsourcing the service desk ensures that the company can concentrate on growth and innovation while leaving the specialized task of IT support to the experts.
Difference in Service Desk VS IT Help Desk
The distinction between a service desk and an IT help desk lies in their scope, approach, focus, use of automation and tools, and metrics and reporting strategies.
1. Scope
A help desk is typically designed to address immediate and specific user problems, operating with a reactive approach to IT support.
In contrast, a service desk has a broader scope, encompassing all aspects of IT service management (ITSM), aiming to provide holistic support and management of IT services.
2. Approach
Help desk services prioritize swift response and resolution times to minimize downtime and ensure user productivity.
Service desks, however, adopt a strategic approach that includes not only problem-solving but also planning, governance, and continuous improvement of IT services.
3. Focus:
The primary focus of a help desk is on the end-user and resolving their IT issues ASAP.
A service desk, meanwhile, focuses on delivering value to the business by improving IT services and support as part of overall business goals.
4. Automation and Tools:
Help desks often utilize basic ticketing tools to track user requests and issues efficiently.
Service desks leverage more advanced ITSM tools for a wide array of IT processes, including automation capabilities, to streamline service delivery and management.
5. Metrics and Reporting:
Help desk metrics typically focus on individual performance indicators, such as speed of response and resolution rates.
Service desk reporting is more comprehensive, measuring the effectiveness and efficiency of the IT service management process, including user satisfaction, service level agreements (SLA) compliance, and the impact on business outcomes.
