Is help desk outsourcing the ultimate secret to positive customer experience?

More than 60% of consumers feel satisfied when they receive immediate and responsive service, which is promised by an outsourced helpdesk. If there’s satisfaction, there’s a great chance of customer retention. And if more consumers stay loyal to your brand, more potential customers will feel encouraged to reach out. Simple math, right?

However, can a remote technical support work for your current office setting? Will it boost your business? How about the potential risks?


Does Help Desk Outsourcing Really Work?

Help desk exists to provide fast solutions to short-term problems. However, the limitations of an in-house setting make it difficult to fulfill its purpose, negatively affect customer satisfaction. In addition, this setting often leads to overworked and stressed employees, which also contributes to unsatisfactory services.

To avoid this problem, more businesses reach out to outsourcing companies for help. These companies help businesses build the best remote help desk team with ease. Not to mention, outsourcing helps businesses enjoy efficiency and protection.

Customer care outsourcing might be the ultimate secret to successful customer service, but finding a reliable outsourcing company is what will make it work.

Characteristics of a Good Outsourcing Company

It takes a good outsourced technical support for this to be possible. Watch out for the following qualities when choosing an outsourcing partner for your help desk support:
help desk outsourcing


Nothing shouts excellency more than years of experience in the field. Not only does it prove their legitimacy, but it also shows their commitment to quality and client satisfaction.

Open Communication

The ideal outsourcing company knows the importance of transparency and constant communication. Since everything is done remotely, they ensure to inform you regularly that all systems are running well and tasks are being accomplished according to your needs.

Qualified Experts

The best outsourcing companies help you connect with the experts in the help desk industry. They pride themselves in providing quality service with the help of highly-skilled professionals.


Look for an outsourcing partner who always finds a way to guarantee satisfactory services. Whenever a problem arises, they know how to overcome it. Better yet, they know how to operate while carefully avoiding possible problems along the way.

Does My Business Need Remote Help Desk Services?

Yes, outsourcing help desk support is possible, but does your business need it? Before you decide on outsourcing help desk services, consider these factors to determine whether or not your business really needs it.

1. Customer Satisfaction

Is your help desk able to respond quickly to customer questions? Are they available 24 hours a day and 7 days week to assist your clients?

As mentioned above, customers expect assistance to be fast and responsive. If your current help desk cannot keep up with client demands, your business will suffer. This is a scenario most businesses try to avoid. But if you are already seeing a decline in customer satisfaction, despite offering help desk assistance, it might be time to outsource.

2. Budget

Let’s face it: an in-house set-up can be costly. Aside from the equipment required to provide excellent helpdesk support, you can also expect additional monthly or annual bills to maintain the service. Not to mention the cost of hiring experienced professionals or training eager candidates.

If this is your current situation, help desk outsourcing can help you. When outsourcing helpdesk services, you won’t have to worry about space, equipment, and bills. Also, it minimizes unexpected expenses that come with in-house hiring.

3. Service Quality

Are you confident that your help desk support provides quality service to your customers? Can they present optimal solutions to customer concerns?

Hiring professionals is one way to ensure quality in service. However, it might be costly, especially for smaller businesses. Training is also a great way to boost help desk services, but are you willing to invest both time and money in the process?

Outsourced helpdesk provides hassle-free services to minimize inconvenience and guarantee quality support. These outsourced professionals know what to do and how to make it work. They come with skills, experience, and knowledge, saving you both budget and effort.

Help Desk Outsourcing with HOPLA

There are a lot of outsourcing companies around, but only a few understand how to astound. Here at HOPLA, we chose to be both: available and remarkable.

Our team provides extraordinary services to our partners with our innovative outsourcing model. Enjoy cheaper AND better remote outsourced technical support by reaching out to us today! The best part? It’s free and non-obligatory! Talk to us and we’ll share the secret!