Published by Chris Winfield-Blum 6 months ago
This article will feature a specific offshored role that Change Fox has had success with placing and realised significant benefits to the organisations who have included these types of resources in their offshoring initiative.
The below article will provide some statistics and overview details relevant to this type of role and then go on to discuss in more detail observations, areas of particular interest and strategies that should be considered when actioning this type of offshoring initiative.
Engagement with customers to address their support requests is expected daily
Being able to understand, write and speak English is important to this role as they will likely be the first contact point for customers
A system for communicating tasks and requirements should be put in place, however, by its nature, this role will include ad-hoc tasks regularly
Many qualified resources are available to fulfil this role
High levels of customer specific domain knowledge is required and forms part of induction
Responsibilities are usually easily measurable through standard support level agreements (SLAs)
The scope of this role can vary significantly depending on the organisation and the customers that will be supported. As a starting point, Level 1 support is a great place to test and set your organisation up to use an offshored helpdesk resource or team.
While many organisations offshore their phone support functions, if you are new to offshoring it may be worth considering introducing these new resources through your helpdesk / support / ticketing system first. Doing this while they become accustomed to your products and services, as well as your customers and support culture and while your team gains confidence and comfort with your offshoring approach will increase your chances of success.
Pro tip: Remember to set short-term objectives in relation to knowledge transfer and process handover. Then guide your team (local and offshored) towards getting your new team on the phones.
While the above addresses level 1; level 2 or even level 3 support functions can also be resourced through your offshored team. For example, in a software environment, hiring a customer focused development resource and placing them directly in your support team can be a great way to reduce your resolution times or at the least provide more thorough troubleshooting data to more senior technical resources.
Depending on your business requirement you may be hiring for different specific skills but the primary differentiator to consider will always be; will they be on the phone. If yes then you must specifically hire for verbal English proficiency. Where your team will be working in ticketing or LiveChat systems, written English is more important.
Further, with any team member you should be considering;
As well as your specific candidate considerations you should also understand the below;
Contact Change Fox today because we would love to talk about building a helpdesk support team with you!
Let's discuss your requirement in detail and we will work with you to build and manage your team in a way that will meet your needs and drive organisational success into the future.