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Service Desk Costing

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by ericw

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I am trying to figure out if I am spending too much on my outsource service desk without having to send the entire thing out to bid with different vendors. Does anyone have any sugguestions on how I could getting costing data for an outsourced helpdesk?

Many Thanks!!!

2 replies

by ypkonline

Eric,

Firstly you need to look at calculating the Cost per interaction (It could be Phone or email via web).
So if your arriving X $ as cost per interaction what is the outsourcing vendor's update.
Before looking at outsourcing you can consider the following points
- Whats the current break down of phone vs Email we can look at increasing the Email volumes and reduce the phone interaction
- Look at automating processes like password reset, ID creation etc..
- Chat or Web support option

Hope it answers your question.

Regards,
Prashanth

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