Outsourcing IT Services
When outsourcing IT support services, it’s important to consider two key factors that often lead to dissatisfaction: offshore service desks and providers whose focus is primarily on technical solutions, rather than service delivery. Offshore outsourcing can negatively impact customer satisfaction due to issues like cultural differences, language barriers, and high staff turnover. Additionally, providers focused on hardware or software solutions may lack the necessary service-driven mindset, leading to poor user experience.
Gartner has identified four main reasons for dissatisfaction with offshore service desks, including client knowledge gaps and cultural mismatches. For instance, offshore agents may fail to communicate effectively with end-users or provide inadequate solutions, leaving users frustrated and requiring further support. South Africa has emerged as a more favourable outsourcing location, given its competitive labour costs, aligned time zone, and strong cultural compatibility with the UK.
Moreover, IT providers whose DNA is in technology rather than service can also struggle with delivering a quality service desk experience. Technical expertise alone isn’t enough; the ability to understand business priorities and provide a customer-centric service is equally important. A focus on service over technology helps build a positive perception of the IT organisation and boosts customer satisfaction.
Outsourcing remains a viable option when done right, offering cost efficiency and enhanced customer experience. The benefits include lower operational costs, improved focus on core business functions, and less time spent on recruitment, training, and managing personnel issues. Selecting an outsourcing provider with a strong service-oriented DNA ensures that customer satisfaction and service quality remain at the forefront.