Choosing the right service desk outsourcing partner requires careful evaluation. While cost is often a significant factor, the quality of service provided is equally crucial. It should not merely maintain current levels but elevate the overall service experience. To assist you in this decision-making process, we have compiled a checklist of essential considerations. Feel free to reach out for more details and a complimentary consultation.
Service quality:
Ensure that the service provider delivers high-quality service that aligns with or surpasses your organization’s expectations. Service level agreements (SLAs) play a vital role in measuring adherence to defined metrics. Look for a service provider that offers clearly defined SLAs, including service levels and response times for resolving service requests. Regular reports and service desk key metrics on service delivery, performance, and customer satisfaction should be provided by the service provider.
Cost-effectiveness:
Outsourcing your service desk should result in cost savings. At ServiceJi, we offer service desk outsourcing from our Mumbai base, ensuring exceptional cost-effectiveness. Contact us for a quote and discover the significant cost savings associated with offshoring your service desk to us. It’s important that the service desk provider demonstrates cultural compatibility with your end-users. With ServiceJi, as we manage operations in the UK, the service desk transition is seamless.
Flexibility and scalability:
The offshore service desk provider should have the ability to scale their services according to your changing needs. ServiceJi readily adapts and adjusts our services to match the evolving requirements of our clients. Whether it’s scaling up or down, or accommodating changes in service desk channels, incident levels, or support characteristics, flexibility is key.
Security:
The service provider must have robust security measures in place to safeguard your organization’s sensitive data and information. At ServiceJi, we are fully compliant with global privacy regulations, and data security is a top priority. Request our comprehensive list of corporate policies, covering business continuity, data security, and confidentiality, for further reassurance.
Open communications:
The offshore service desk provider should maintain clear and open communication channels, keeping you well-informed throughout the transition period and providing ongoing key metrics. ServiceJi prides itself on rigorous transparency in all our communications, ensuring you are kept in the loop at all times.
Experience & SMEs:
Look for a service provider with a team of experienced and well-trained professionals possessing the knowledge and skills necessary to deliver effective support. At ServiceJi, we have a wealth of expertise and subject matter experts (SMEs) covering a wide range of service desk delivery and technology areas. From end-user system support to cloud infrastructure assistance, bespoke client software and systems support, DevOps, and tier 3 development, we have the experience across various support channels, including cutting-edge telephony support and ticketing systems.
