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Can you provide a detailed comparison of cost savings and ROI for help desk outsourcing versus an in-house team?
Frequently Asked Questions
Help Desk Outsourcing
Can you provide a detailed comparison of cost savings and ROI for help desk outsourcing versus an in-house team?
Studies show that help desk outsourcing usually reduces customer support costs by 30 to 60% compared to running in-house teams. This primarily happens due to:
a) Lower labor costs
b) Shared infrastructure, and
c) Reduced training overhead
VPs and senior managers of D2C companies must realize that in-house support can cost significantly more per agent when factoring in salaries, tools, and management. Furthermore, outsourcing improves ROI, and most D2C brands see “payback” within 3 to 6 months.