Recruiting an entire team of help desk personnel comes with a cost. You will need to budget for their salaries, allowances, office supplies, vacation pay and a lot more. An outsourced company, on the other hand, will have its own premises and will manage the personnel themselves and give you a single monthly fee for the service and not for the human resource or the office space.
More time is Devoted to the Customer
Help desk companies usually provide round the clock service to customers. If you have an international company, then your clients are in different time zones. If you keep the help desk in-house, clients in different time zones will miss out on service since your team will be home sleeping at the time that a client across the globe would need their service.
It is practical to have an outsourced company that will be opened all the time and provides quality service for the clients.
Up to Date Equipment
Outsourced companies tend to invest in the latest technology to help them do their jobs. As a business, you may find it hard to keep on changing equipment since that would become a big expense so it is easier to let the professionals who already have the equipment handle the tasks that need to be carried out with that equipment.
You Have a Pool of Diverse Experts
Help desk companies have a wider collection of experts in different fields of IT. You may not be able to hire that many, but you will be able to benefit from the services of different experts when you need them without having to invest in a fat salary that they usually would expect for their expertise. The customers also will be happy with the service they can access from these professionals but they will attribute it to your company.