Outsourced Technical Support: Key Advantages and Metrics for U.S. Businesses

As businesses – like your own – grow and expand operations, you need reliable technical support to meet your customers’ tech support needs; however, managing an in-house helpdesk can be costly & time-consuming. With technical support outsourcing, your company can access technical expertise & resources without the need for internal hiring and training of additional staff. In this blog post, we’ll explore:

The Relevance of Technical Support Outsourcing

Outsourcing technical support can provide many advantages – including cost savings, improved efficiency, and access to a broader pool of technical expertise. One main benefit of outsourcing is cost savings; by outsourcing technical support, businesses can avoid the cost of hiring and training new staff, as well as the cost of maintaining an in-house helpdesk. Outsourcing technical support also allows businesses to avoid the need for expensive infrastructure – such as hardware, software, and servers.

Outsourcing technical support can also improve efficiency; outsourced technical support providers often have a dedicated team of experts who can handle technical issues promptly & efficiently. This allows businesses to focus on core operations, leaving technical issues to the experts. Outsourcing technical support can also provide access to a broader pool of technical expertise. With outsourced technical support, businesses can access experts with a wide range of technical skills and knowledge – without the need for extensive training and hiring.

Offshore Technical Support Advantages

In addition to the general advantages of technical support outsourcing, offshore technical support has additional benefits for U.S. businesses – like yours. Here are some of the key offshore technical support advantages / offshore technical support benefits:

Key Outsourced Troubleshooting Support KPIs & Helpdesk Efficiency Metrics

When outsourcing technical support, your business should measure key performance indicators (KPIs) to ensure your outsourced support team is meeting your standards & expectations. Here are some of the most important technical support KPIs / helpdesk KPIs to consider:

  • First Call Resolution Rate (FCR): FCR measures the percentage of support calls resolved during first contact; a high FCR rate indicates the outsourced support team is efficient & effective.
  • Average Handle Time (AHT): AHT measures the time it takes to resolve a support call; a low AHT indicates the outsourced support team is efficient and can resolve issues quickly.
  • Customer Satisfaction (CSAT) Score: CSAT measures the level of customer satisfaction with the outsourced support team’s services; high CSAT scores indicate customers are happy with the support they receive.
  • Abandoned Call Rate (ACR): ACR measures the percentage of support calls abandoned by customers; a high ACR indicates customers are not satisfied with the support they receive
  • Call Escalation Rate (CER): CER measures the percentage of support calls needing escalated to higher-level support teams; a high CER indicates the outsourced support team may not have the necessary expertise to resolve complex issues.
  • Response Time: Response time measures the time it takes for support tickets to be acknowledged & assigned to technical support representatives; a low response time indicates the helpdesk is efficient and responsive to support requests.
  • Resolution Time: Resolution time measures the time it takes for a support ticket to be resolved; low resolution time indicates the helpdesk is efficient and can resolve issues quickly.
  • Ticket Volume: Ticket volume measures the number of support tickets received by the helpdesk; high ticket volumes may indicate your products/services need improvement – while low ticket volumes may indicate the helpdesk is not adequately promoting its services.
  • Agent Utilization: Agent utilization measures the percentage of time that technical support representatives are actively-engaged in resolving support tickets; a high agent utilization rate indicates the helpdesk is efficiently using its resources.

Outsourced technical support providers should regularly measure these technical support KPIs / helpdesk KPIs to ensure they’re meeting your service expectations.

How Callnovo Contact Center Meets U.S. Business’ Technical Support Outsourcing Needs

Four smiling ethnic technical support representatives afford a slew of offshore technical support benefits for U.S.-based brands to improve their customer engagement and long-term brand success.

Callnovo Contact Center is an 18+ year-tenured, leading provider of outsourced technical support services. Callnovo specializes in providing high-quality technical support to businesses of all sizes, including U.S. businesses. Here’s how Callnovo can meet your technical support outsourcing needs:

With Callnovo Contact Center, U.S. businesses can enjoy outsourced technical support advantages without sacrificing quality or reliability.


Outsourcing technical support ensures wide advantages to U.S. businesses – like your own – including cost savings, improved efficiency, and access to a broader pool of technical expertise; when outsourcing technical support, your company should measure technical support KPIs / helpdesk KPIs– such as FCR, AHT, CSAT, ACR, and CER – to ensure your service expectations are met. Callnovo Contact Center provides U.S. businesses with access to a team of technical support experts, multilingual support, round-the clock support, and customizable solutions – and, they have a proven track record of delivering high-quality tech support to businesses of all sizes across multiple industries. Callnovo understands that every business has unique technical support needs; that’s why they offer customizable solutions tailored to your specific needs. With Callnovo, you’ll get extensive technical support experience & expertise that sufficiently-meets your customers’ service needs, ensuring greater customer satisfaction that leads to long-term loyalty and brand success.

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