Outsourcing service desk to India: leveraging efficiency and cost-effectiveness

Outsourcing service desk functions to India has become a common and strategic move for global businesses seeking efficiency and cost-effectiveness. This article explores the advantages and considerations of outsourcing service desks to India, highlighting how outsourcing support to the subcontinent, done correctly, can optimize operational efficiencies and maximize cost savings through currency arbitrage.

Clearly outsourcing a service desk to India offers a significant cost advantage. India provides highly skilled professionals at a fraction of the cost compared to developed countries. This isn’t, as some knee-jerk reactionaries might suggest because support personnel in India are paid less. Quite the reverse. Support staff in India are often paid more, in spending terms, than their counterparts in the West. Currency arbitrage, the number of Indian rupees that the dollar/pound/euro et al buy, is the reason for the cost saving. This cost-effectiveness allows businesses to allocate resources efficiently and focus on core areas.

India boasts a vast pool of talented, educated professionals with strong technical skills. India has, after all, become the most populous country on the planet (April 2023). These professionals have been excelling in handling diverse technical issues and providing prompt solutions since the Year 2K false alarm when the West rushed to India for help in averting an impending 2-digit electronic doom. Leveraging India’s gargantuan skilled workforce ensures effective service desk operations.

India has even added to the English language. Here are a few:
1. Avatar, from the Hindi: अवतार (avataar) meaning incarnation
2. Loot, from the Hindi: लूट (lut) meaning stolen money
3. Bungalow, from the Hindi: बंगला (bangala) meaning small house

Outsourcing service desks to India enables the establishment of a 24/7 support system due to India’s fortunate location and time zone placement, allowing round-the-clock coverage, ensuring prompt attention to customer queries and technical issues. Utilizing cost-savings to increase the roster and enhanced customer experience and satisfaction follow.

India’s thriving IT industry and technological expertise add value to outsourced service desk operations. Indian professionals are well-versed in the latest technologies, enabling the most efficient handling of complex IT issues. Leveraging India’s technical prowess has been boosting service desk efficiency from California to London to Auckland for decades.

Cultural adaptation:
Successful outsourcing requires understanding and adapting to cultural nuances. Businesses should be mindful of India’s cultural differences to foster effective collaboration and a harmonious working relationship. This takes a great deal of time and outsourcing service desk to India can only be done effectively by utilizing a partner that has been doing this for decades. ServiceJi, a London company with support offices in India, has been outsourcing service desks to India for its Western clients since 2005.

Quality assurance:
Robust quality assurance processes are crucial when outsourcing service desk operations. Regular monitoring of metrics, performance evaluations, and defined service level agreements (SLAs) and statement of works SOWs maintain service standards and meet customer expectations. Contact us to find out how we ensure the highest levels of QA.

Data security and privacy:
Protecting customer information is paramount. Businesses must carefully evaluate the data security and privacy measures implemented by their Indian service desk partner. Strong data protection protocols, international compliance, and clear agreements ensure data security. Contact us and we will send you copies of strict compliance protocols.