Outsourcing IT through a comprehensive contact center service can help organizations achieve greater scalability, not just provide patches. The service does this by satisfying your excess call volume if your help desk or IT division is unable to respond to calls promptly.
At Lighthouse Enterprises, we’ve built a strong reputation for reliable contact center support solutions, including our IT services. We recommend considering three important factors before you outsource IT contact center services to a new company.
Factor 1. How Responsive Is Your User Support Team?
No IT system is complete without dependable user support. When employees, patients or customers encounter issues, fast and effective assistance keeps operations running smoothly. Consider whether your call volume is exceeding your available agents at certain parts of the day. How many employees are available to take calls now? Sometimes Help Desk calls can last a while, and those longer call times should be factored in.
Outsourcing to a contact center can do several things in this regard:
- Shorten response times: Tech issues shouldn’t leave callers waiting for hours to get help.
- Be comprehensive: Support should cover everything from setting up new devices and password reset support to conflict resolution and resolving language barriers.
- Integrate seamlessly: A clear process for onboarding and offboarding staff keeps access secure and reduces downtime.
At Lighthouse, our user support teams are trained to handle issues ranging from basic troubleshooting to complex technical problems. They are known for their responsiveness and professionalism, helping businesses continue to operate without disruption.
Find out how our sister organization on the east coast, BSD Enterprises, saved money for the city of Wilmington, DE, by customizing staffing structures, among other things.
Factor 2. Collaboration Is Key to Scalability
As organizations often use hybrid and remote work environments, collaboration tools and cloud solutions have become essential. A contact center should not only deploy these systems but work with the client to ensure their systems are secure, integrated, and easy to use.
Qualities that indicate an IT contact center services can evolve with you:
- Simplicity: The agents rely on cloud platforms to make work easier, not more. complicated.
- Accessibility. The center incorporates video calls, messaging, and file sharing tools that are reliable and accessible to patients, customers, clients, and anyone else who needs them.
- Organizational efficiency. File management is simple and secure, with shared documents easy to find and protected from loss.
One small example of how we weave technology into our healthcare support is with the app, MyChart. It is a secure patient portal that allows patients to access and manage their health information from a desktop or phone. When collaboration tools like this one are properly managed, your teams can work together efficiently across departments and locations.
Explore our case studies on other customer service benefits we provided for Advocate Health Care and UI Health.
Factor 3. Your Partner Can Still Be Mission-Driven
Lighthouse is known for its highly efficient U.S.-based contact centers, but we also help complex businesses manage their technology infrastructure and user support. As with our mission-driven call center solutions, we bring a commitment to delivering results while creating meaningful jobs for professionals who are blind, visually impaired, disabled, and veterans.
What does being purpose-driven have to do with IT solutions?
- Mission-driven mindset: We strive to help people in everything we do, providing meaningful jobs while delivering exceptional IT services.
- Well-trained team: Our train-the-trainer model translates to a low attrition rate.
- Enthusiastic agents: Our passionate workers have added incentives for succeeding, which you can read more about here.
These qualities are why large hospital systems and multi-site organizations trust us to protect sensitive data when managing their information systems.
We can achieve your IT goals by covering different processes as part of your customer support service. Based on your request, we train our agents on your specific processes so they are an integrated part of your team. You need a partner who can facilitate calls related to tech support.
Our agents can assist if:
- You have an IT help desk or IT division.
- Your call volume is exceeding the abilities of available service desk representatives.
- You could benefit from rapid response times and round-the-clock support for every client.
You can view more about our IT contact center outsourcing services here.
Outsource Your IT at Lighthouse Enterprises for Results
Looking for a full-service, white glove contact center that can integrate your IT needs? Lighthouse has a history of helping businesses and organizations manage their technology infrastructure and user support. Based in Chicago, we also offer localized benefits that international services can’t.
Reach out to Lighthouse Enterprises to discuss how we can help you resolve technical issues and minimize downtime.