How to Reduce Helpdesk Costs

Every company, in good times or bad, needs to assess the best methods for saving money. Making certain changes to the way the helpdesk operates is one area that businesses can examine for potential savings. Remember, however, that a company's help desk is often the face of the business to customers and employees. Cuts that are made need to be well researched and carefully executed.

Outsourcing

Companies are typically able to save money by outsourcing some or all of their helpdesk and IT employees. Keeping a helpdesk or IT department onsite is extremely expensive. Fulltime employees require fulltime wages and benefits, not to mention the space needed to keep the IT department and the helpdesk in-house. The average cost of a single call to an in-house helpdesk is roughly between 12 and 40 dollars. Fortunately, there is more than one way to operate a helpdesk offsite.

It is possible to hire employees on a contract basis. This means that the employees are paid hourly or by project and do not receive all of the benefits of fulltime employees. These contract workers can work from any location, but some companies are sure to have some contract employees located in the same area so that there is someone with whom the business has an established working relationship close by to call in case of an emergency. Contract employees are also a great way for managers to work with people and test their suitability and knowledge before deciding to make any long-term commitments or job offers.

Outsourcing to companies oversees is a popular method that many businesses use to maintain a helpdesk. Choosing to go this route usually saves a large amount of money. Employees who work oversees require less money than in-house employees, and are often trained just as well. The lower salaries paid by American companies are usually higher than salaries paid by local competitors, which breeds a sense of loyalty. However, if one chooses to outsource to another country, it is important to research the company closely. There are a number of scams out there, and you can never be too careful.

Gauge the professionalism and tone of the company you consider partnering with. Remember that the employees at this company represent you. Examine the number of calls that a center is able to handle. A center that cannot handle a large volume may not give your customers the service that they need. It is important to note the average wait time that callers experience. Long waits tend to make customers annoyed before they even ask their questions. Also look at the average length of time per call. If calls are too short, customers may not be getting the help that they need. However, if the calls are too long, some customers are probably not making it through to the agents they need to help them.

Care and Maintenance

Make sure that all systems are maintained and up-to-date. This will does cost the company a little money, but it is cheaper than a serious breach or system shutting down. Providing the correct software and protecting the helpdesk infrastructure from spyware and viruses will help prevent major losses to the company in the form of time, money and information.

It may be tempting to cut corners by delaying upgrades and purchasing using substandard software. Some companies even manage to cut corners with their software and survive. But the consequences of saving money this way are severe. Cheap software may be pirated, illegal copies, and if the software creators discover illegitimate use, you could be denied access to essential files on your computer until legitimate software is installed. Cheaper options may also leave computers more susceptible to viruses and spyware.

There are several automated tasks that companies can implement in order to give their users greater control of the systems that they use regularly. For example, allowing employees to create their own passwords will save time for everyone, including the helpdesk. Streamlining tasks in this manner by automating certain systems will also save the company money over time.

Choose tools that allow users to diagnose their own problems. This can be helpful for both customers and company employees who would be able to troubleshoot some problems themselves without calling the helpdesk. Web-based self-service software is an example of the tool that companies can install to make it easier on customers and employees, and also to free up the members of the helpdesk to focus on more important questions.

Training and Tracking

Employee training can take a great deal of stress off of the helpdesk, which in turn means fewer calls. Teaching all employees how to operate the programs they use on a daily basis will provide them with the ability to make fewer mistakes and understand how to use basic troubleshooting techniques. This will not remove the need for a helpdesk. In fact, it means that the questions fielded by the helpdesk will be more complicated, but the helpdesk employees will not be bogged down explaining the basics.

It is advisable for companies to track the nature of the calls the helpdesk receives. Doing so could reveal problems with equipment. For example, does everyone need help operating the main printer? Is a new software program causing difficulties? Basically, frequent hardware failures might mean that it is time to purchase new hardware or that employees need further training on how to use certain machines or software programs. Monitoring these call metrics can help companies find the solutions to problems before they become drains on time and money. Preventing avoidable problems will save the company money and ensure that the calls made to the helpdesk are only necessary calls.

Proactively communicate with employees and customers will keep the helpdesk on track. If any maintenance is scheduled that may interfere with operations, you should inform people of the situation beforehand. When a system must be taken down, whatever the reason, take the time to explain the situation and warn people so that they are not taken unawares. A helpdesk often spends time explaining things that a simple email or phone call could clarify. Often, in these types of situations, the helpdesk employees must suffer through the outrage of callers for something that is technically not their fault. Communicating with people will do more than curb problems; it will have a profound effect on worker morale.

Every organization operates differently. Everything outlined in this article will probably not work for a single institution. Study your business carefully before choosing which of the ideas listed above will work for your company. The helpdesk is essential to any business; so do not simply choose what you consider to be the cheapest option. Cutting too much too fast may actually cost the business more money over time. Whether you decide to keep a helpdesk onsite or create an offsite operation, there are numerous methods and techniques you can use to save the company money.

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