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handyman · 26-11-2005, 12:48

Outsourcing achieves only one thing and thats to make the support KPI focused.

You then forget the quality and its all average call time, this can be achieved by throwing cheap script based support at it in numbers. What you end up with is a swollen dept that has twice the amount of staff required and costs more. If tech support departments advertised at £17000 then they would attract better quality staff in the first place. As the support would be better then you would in the long run be identifying problmes sooner and be able to get better data to fix the problems thus reducing the incidents and reducing the inbound calls.

As I stated above to many IT depts are now working reactivly to increasing demand without trying to fix the underlying issues.

26-11-2005, 12:48	#7
handyman Permanently Banned Join Date: Jun 2003 Location: Nr Carnforth Age: 50 Services: M6 Keele Posts: 5,462	Re: NTL Broadband Support Outsourcing achieves only one thing and thats to make the support KPI focused. You then forget the quality and its all average call time, this can be achieved by throwing cheap script based support at it in numbers. What you end up with is a swollen dept that has twice the amount of staff required and costs more. If tech support departments advertised at £17000 then they would attract better quality staff in the first place. As the support would be better then you would in the long run be identifying problmes sooner and be able to get better data to fix the problems thus reducing the incidents and reducing the inbound calls. As I stated above to many IT depts are now working reactivly to increasing demand without trying to fix the underlying issues.