When your organization wants to move from in-house to outsource help desk support, you have to be prepared for the task ahead. Transitioning blindly can be very costly and lead to the failure of your collaboration. On the other hand, poor transitioning can impact productivity and employee and customer satisfaction. Luckily, there are several things that you can do to have a successful transition. Here are the main steps to consider.
Have Key Performance Indicators (KPIs)
Having help desk KPIs can help your business measure the outcomes to determine the success and failure of the IT help desk support services. Without these KPIs, it is hard to determine what is working. Having the appropriate help desk KPIs helps these support teams to focus on what matters. First, you must identify the performance indicators to incorporate in the planning phase.
Organizational Deliverables
Deliverables are the cornerstones of the transition process. These could be reports or documents showing what is needed for a successful transition. The deliverable includes;
- Revised business plans
- Statistics, analysis, and studies of outsourcing help desk support
- Projected growth, Return on investment, and customer satisfaction
- Key Performance Indicators
- Methods for creating new departments and how to create them
Necessary System and Operational Integrations
Transitioning must be smooth, meaning more attention should be paid to the systems to ensure a faster transfer. The systems include ticketing systems, phone systems, project access rules, escalation rules, hardware and software information, etc. After relaying information, a detailed description should be presented.
Communication and Documentation
Communication can determine whether the transition will be successful or not. When communication is ineffective, it can lead to misunderstandings. You can work with the outsourced IT help desk support services to document the process and develop training procedures. These procedures will be used for communicating, and any documented procedures must be managed professionally and efficiently.
Outsourcing help desk support is a big move for any business, and it can either build or break your organization. Therefore, this process should be treated with outstanding professionalism to ensure everything moves as planned. In addition, maintain constant communication with the outsourcing company for more insight.
