Outsourced Techsupport

Well, the saga continues. Been some time since I have done anything here so thought this would be as good as anything.

Our outsourced tech support is actually going very well I think. We had a bit to do, introducing them to the technical aspects of a wireless ISP as we are the first they have had. But I must say, they have done well with us. Of course we have to add in there the workflow issues that arise when implementing something like this. That being said, sometimes I wonder if it is more of a an issue with our local folks or with the tech support folks. I think sometimes some folks are not so willing to let go. So our local folks tend to read more into the cases escalated than there really is because they want to trouble shoot or do a quick diagnoses. Thats kinda of funny since those same folks would complain about all the work they are having to do on tech support.

My opinion, the local person should just call the customer and schedule the service call. No trouble shooting or any other headaches, just send the field tech. Since I review every escalated case that comes through, I automatically see what is happening and can coordinate or correct issues with the tech support.

That being said, issues I think everyone will face are logistics and trouble shooting. Both the locals and the outsourced have to learn the capabilities and limitations each has. This may be more so on the local side since we would like to see everything handled by the outsourced. Also the local scheduler may not be privy to everything the tech support did or does since they get a synopsis of the case. So part of this learning process is education of your staff that they don't necessarily need to know every little thing and that if there is a question on the handling of a case, then ask whoever is in charge or watching over the process. That could be a bit of an issue in a small company since that person may have been in charge of everything and now is not. Again, workflow. Seems that is the hardest thing for everyone to grasp. That and documentation in our case.

We are terrible in documentation and the outsourced support is much better at it. Another learning issue. Document to coordinate between the two. Sure helps if everyone will do it. Takes someone to oversee the transition and workflow. I am not sure if that will continue to be the case but I think that given the past performance here, it will.

So we move forward and for the most part, I and the other executives are pleased.

tk