Rapidly growing tech companies are in a tight race for goals. The changing world of production, M&A and digital transformation is changing the landscape. There can be no escape. You are putting pressure on your team to fly high and you cannot risk a weak game. However, providing one of the IT essentials, a high-performance IT service center to meet the needs of employees, is becoming increasingly difficult in today's environment, where growth, disruption and competition are engulfing resources .
Downtime is costly: The Ponemon Institute sets it at an average of $ 5,600 per minute, and an IHS study has estimated that the annual cost of IT problems for North American companies is $ 700 billion.
IT downtime not only affects the bottom line, it also affects employee morale. Many people now recognize that user satisfaction and effortless experience are new measures of success, and factors that hinder their employees' experience can reduce loyalty and engagement.
Outsourcing the ITSD (IT Helpdesk) feature reduces costs with IT downtime, improving the employee experience and making your staff more efficient and innovative. The right third party provider becomes a trusted partner, providing transparent service to your employees, whose IT needs no longer languish in the purging of incident tickets.
Its outsourced helpdesk delivers correctly the first time, improving First Call Resolution (FCR), strengthening the credibility of the entire department, and instilling confidence in employees.
When looking to outsource their service center, growing companies want a partner with experienced and trained agents and the expertise to rapidly deploy. For example, Genesys approached TELUS International as it prepared to integrate a new acquisition; They needed to update an ITSD to double their IT support for extended operations and control costs.
An established technology service center enables faster adoption of new technologies-
Even the companies that drive digital transformation to the market may not have the resources to bring these transformations to the business. However, the right third-party vendor has already invested in building a technology center that offers the latest resources to solve employee IT problems.
For example, if you are thinking about diving into the water of artificial intelligence (AI), bring an external ITSD fully immersed in providing the efficiency of AI (automation of routine tasks, such as resetting passwords, for example) and savings. By digging deeper, a subcontractor with an AI-compatible ITSD can take advantage of the benefits of machine learning and human + AI parameters to create an increasingly efficient service.
Likewise, a third-party provider offers cross-channel channels established to meet internal IT needs via omnichannel support. TELUS International balanced the ITIL practices developed around the effectiveness of case management and the integrated ability to integrate across multiple channels, including problem logs, telephone, email, chat, free mobile service, face to face video and kiosks.
Today, more and more employees are bringing their own devices (BYOD) to work. Gartner reports that BYOD in some organizations in North America can reach 80%. Your in-house IT department can invest time and training to keep up, or you can hire an outside innovation champion who already provides services in BYOD environments. At TELUS International, we train our team members on new Apple and Chrome devices, iOS / Android cloud applications, and have a partnership with Google, where we get an overview of Google Apps, Gmail solutions, Google analytics, and Google Listings. . Google The permanent members of our team already support a wide range of devices and platforms.
The same vast experience fuels our self-service capabilities and we have developed a library from our 10 years as ITSD. It is easier and cheaper for our clients to personalize our library than to create their own.
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