When the decision to outsource help desk is not the ideal solution?

Even in this age which can be correctly called the age of call center outsourcing there are many who thinks that the quality of service produced by the in-house employees to that of the external agents is incomparable. The traditional business ethics in fact preaches for self sufficiency. Interdependence in the realm of business is a very recent development.

Although the benefits of the decision to outsource help desk have become a universal truth it is necessary to figure out when such move is beneficial and when it is not. Given the competitive market scenario outsourcing has almost become an unavoidable business remedy, however, there are situation under which call center outsourcing is not advisable.

Let’s have a look at those conditions:

• When the business enterprises can afford help desk services on their own outsourcing can be avoided. The quality of customer care service when handled by internal employees is bound to be better, this is because they have the first hand knowledge of the products or services and can handle any complicated inquiry and any grave problem with efficiency.
• As already been touched upon, when the business product or services are of a very complicated nature outsourcing of help desk is definitely not a good option. The call center employees no matter how experienced or skilled they are cannot be having as good knowledge on the products or services as the internal employees. Until and unless the customer care representatives have an in-depth knowledge how can the customer queries and problems be handled with precision. Same problem arise when the product or service is very unique.