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  Post #16 (permalink)   04-12-2013, 12:32 AM
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When deciding to outsorce the work actually begins
No one can take over the support without someone will notice. In the beginning, response time will be slower and perhaps not accurate (because of the person handling the case do not know your environment)

depending on the size of your server-farm, this will take some time to let the people get "into it".

There's also the aspect of documentation, did you hand over any type of documentation regarding your environment or do the new support have to guess what goes where and which systems are connected in what way?

My dayjob is in the "support" business where a large part is to handle different companys servers and their application. I generally do not handle anything INSIDE their business systems. If they can connect, my work is done. Someone else have to take the support on that part.

I do have colleagues that takes 1-st line support, with questions like "how do I add a signature to my email software", if there is anything more technical, they flag a case to me and I make the call what to do with the problem.


What you always need is someone that takes the command and feel responsible for the customers situation.
And ofcourse do anything to solve the customers problems.
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  Post #17 (permalink)   04-13-2013, 05:07 AM
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Quote:
Originally Posted by Future-Hosting View Post
Realistically though, would you outsource your help desk? I haven't seen it go over well as a long term solution.
Well, I've noticed that outsourced help desk's are often really, really bad. However, if you focus on outsourcing to some knowledgeable people (even if you have to pay a little more), I think it can be successful.
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  Post #18 (permalink)   04-15-2013, 04:01 AM
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Outsourcing allows you to concentrate more on how to increase the sale of your hosting business and take your hosting business ahead in the path of perfection cause all the support and needed things get handles by other team for your own hosting.
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  Post #19 (permalink)   04-16-2013, 03:04 AM
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I think outsourcing is generally bad, you really have no control. If someone says something to your clients you disapprove of then you have no control of that employee.

When starting out I think its best to provide a quality service with friendly & personal customer support, customers may be happy (especially local ones) to wait a little longer for a quality resolution response.

When you get to a certain size you can have an in-house team to provide 24 / 7 coverage.
 
 


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  Post #20 (permalink)   04-16-2013, 03:44 AM
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Personally for me, outsourcing is terrible - I have first hand experience with Companies who out sourced support, there were endless complaints, not just the odd one.

They tried about 10 different companies, it was the same, regular.

I think it is better to grow your own team, this works much better in regards to quality.
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  Post #21 (permalink)   04-16-2013, 04:07 PM
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Quote:
Originally Posted by dedideals View Post
Personally for me, outsourcing is terrible - I have first hand experience with Companies who out sourced support, there were endless complaints, not just the odd one.

They tried about 10 different companies, it was the same, regular.

I think it is better to grow your own team, this works much better in regards to quality.
Yeah, its better a dedicated team, but its also expensive.

When you are starting you just keep the cost low or you lose money.
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  Post #22 (permalink)   04-19-2013, 06:33 PM
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Outsourcing can help cut costs, but I have found that it's better to have actual employee's.
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  Post #23 (permalink)   04-21-2013, 07:05 AM
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I also prefer freelancers or hired employees rather then outsourcing, the work produced in terms of support replies and professionalism is much greater then outsourced companies who aim to answer most tickets with may be not so useful replies which will give your company a bad look
 
 
 


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  Post #24 (permalink)   04-21-2013, 01:45 PM
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Outsourcing is OK. one just needs to be careful like anything else in what company you to chose to work with. We outsource our support desk just for non-business hours.
 
 
 


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  Post #25 (permalink)   04-21-2013, 02:16 PM
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Quote:
Originally Posted by GCSolutions View Post
Outsourcing is OK. one just needs to be careful like anything else in what company you to chose to work with. We outsource our support desk just for non-business hours.
Who do you outsource to? How do they work for you? & What services do you outsource (just tickets or + phone / live chat?)
 
 
 


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  Post #26 (permalink)   04-21-2013, 04:06 PM
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Quote:
Originally Posted by Alex - Arvixe View Post
Who do you outsource to? How do they work for you? & What services do you outsource (just tickets or + phone / live chat?)
We just outsource support tickets via our support center.
 
 
 


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  Post #27 (permalink)   04-27-2013, 04:31 AM
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Most businesses are looking for a balance between outstanding customer service and cost. Outsourcing support seems convenient and cost effective. But you also have to bear risk because they are not familiar with your products. And losses caused by this usually can't be estimated. Instead, with your own support team, customer' questions can be solved in a professional way.
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  Post #28 (permalink)   05-06-2013, 06:19 PM
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My only concern would be a drop in quality support..
 
 
 


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  Post #29 (permalink)   06-01-2013, 10:24 AM
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You get what you pay for either way. If its just email and ticket support some overseas ones will be ok. Otherwise if phone support maybe not.
 
 
 


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  Post #30 (permalink)   06-03-2013, 07:50 AM
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Alot will depend on the services you offer and what access you are prepared to give the company.

As we use a customised apache stack with NGINX and Varnish reverse proxies infront of apache, should something go wrong I wouldn't want a non employee poking around in the code, but they could perform minor changes in CPanel or DirectAdmin.

We don't outsource ourselves, as the control on quality is difficult enough without exposing yourselves to untold numbers of untrained staff, who don't know our equipment, offers or procedures.
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