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Outsourcing Support

How to handle outsourcing support and who to trust?

     

EliteWeb

7:39 pm on Jan 24, 2008 (gmt 0)

WebmasterWorld Senior Member eliteweb is a WebmasterWorld Top Contributor of All Time 10+ Year Member



I know many companies like to keep their support in-house. In this instance we are looking to outsource the support. All of our issues are all the same, just needs someone to walk someone through with our set instructions and we don't need someone full time to do it. We'd like them to log into our support system and handle the support e-mails, and escalate to us directly if needed.

Who do you look to and what makes someone good to outsource to for support?

Thank you for your feedback,
EliteWeb - Nick

dbdev

1:38 pm on Jan 25, 2008 (gmt 0)

10+ Year Member



I am not advocating any company in this post and am not advertising any services.

I manage outsourced services for companies that engage in offshore technical support. More of a middle man to ensure the support is adequate and communication is achieved.

As companies come and go, it's important to build relationsips with the sales and service staff of the offshore companies.

When scouting for service providers, it's sometimes difficult to decipher and pick the good apples from the endless fields of bad apples overseas. When you can't walk into a brick and mortar you need project management tools to maintain a smooth venture.

Start with elance. Search for top providers and view their feedback. Contact the providers clients for reference

A tip others may disagree with..

** Sending corporate gifts helps a lot **

As an example... I have an offshore company that manages 2 windows server 2003 domain controllers, sql servers, internet information server, linux firewall & dmz... all for $7.27 an hour.

 

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