customer service representative in a BPO company

Usually, the relationship between a customer and a business that belongs to technology and electronics industries goes beyond after a purchase. Primarily, this is because technology, electronic, and mechanical products bring about issues that only the business could resolve most of the time. The assistance that customers seek from these types of businesses is referred to as technical support. 


What Is Technical Support?

Technical support is the assistance that a company gives to customers that experience technical issues with a product. Commonly, the product is technological, mechanical, or electronic. Some examples are laptops, cell phones, televisions, and cameras. 

Technical support is much like customer service. It also serves to improve customer satisfaction through resolving issues. Technical support, however, involves troubleshooting in addressing a problem, whereas customer service mainly involves answering questions only. 

A company could divide technical support into levels or tiers. It could go as far as establishing a tier 4 technical support operations. The higher the tier, the more complicated the technical issue is and the more knowledgeable the technical support employee is. 

Outsourcing Inbound Calls for Technical Support

A technical support employee may help customers through email, chat, and phone. Among these channels, research shows that a majority of customers still prefer calling when issues are tough to explain. They think that calling remains to be the best way to address complaints and receive accurate information.

With the complexity of issues that technology products bring about, implementing call center operations for technical assistance should be a priority. Come to think of it, technical support could pass as something as important as your product. This is because your product could be as good as nothing to your customers until you resolve the issue they have with it. 

Technical support also allows a business to gain valuable consumer insights that may help in improving its product offerings. For example, a customer complains about the difficulty of finding the power button of a television. The design team could then work on improving the visibility of the button in the next product. 

Benefits of Outsourcing Technical Support 

Certainly, technical assistance is a must for businesses from technology industries. However, obtaining the right talent and equipment for in-house tech support operations could deplete resources. This is where outsourcing can help. At an affordable price, outsourcing enables a business to provide efficient support. To elaborate, here are the main benefits of outsourcing technical support:

Enhanced Response Times

Poor technical assistance alongside long call queue times entails detrimental effects to a business. Outsourcing eradicates this problem. Tech support agents follow strict metrics and guidelines to guarantee quality performance. They undergo training to provide accurate responses in a timely manner. 

Access to Competent Tech Support Agents

In essence, a business gets the opportunity to build better relationships with customers through technical support. After all, technical support helps customers derive the full benefit of a product. Poor technical assistance, however, could make a business lose this opportunity. In outsourcing, a business can guarantee tech support professionals that can solve technical issues efficiently.

Respond to Change in Demand Easily

When a promotional campaign becomes successful or when a business is expanding, the volume of calls may spike all of a sudden. By outsourcing technical support, a business can have a ready talent to accommodate the sudden influx of calls. It also has the liberty to set the duration of the outsourcing venture.

Concentrate on Core Business

Besides a decrease in cost, the ability to focus on core business functions is one of the primary benefits of outsourcing. By letting experts handle non-core business functions, a business can focus on its core business function. It can divert its efforts and attention to fulfill its vision. All of this to happen, of course, with the right BPO partner.

24/7 Technical Support

A technical problem may occur after the typical 9:00 am to 5:00 pm business hours. Outsourcing gives a business the option to make technical assistance available round-the-clock. This allows customers to be at ease as they know that there is help available at any time of the day. This serves as a good start towards increasing customer satisfaction rate. 

Reduced Operational Expenses

As mentioned, building tech support operations in-house could be both costly and time-consuming. Outsourcing removes the burden of hiring staff and office overheads. A BPO Company has ready tech support agents that can give easy-to-digest instructions to customers. Additionally, the total outsourcing payment includes the headsets, computers, and other tools that the agents shall need.

Industries That Outsource Technical Support

With the benefits of outsourcing technical support, many businesses are delegating the task to the top outsourcing countries. This includes China, India, and the Philippines.

Among all the outsourcing countries, the Philippines is the top pick for contact center services including technical support. The work ethics, neutral accent, English proficiency and rich western influences of the Filipinos are the primary reasons why this is the case

Businesses from the following industries are the most common to outsource technical support:

  • Information Technology and Software
  • Telecommunications
  • Electronics
When to Outsource Technical Support

So how do you know when it’s time to delegate technical support? Of course, a business chooses to outsource for varying reasons. But usually, a business ventures into offshoring technical support in order to: 

  • Enhance the efficiency of technical support operations
  • Expand business operations in a cost-efficient way
  • Improve customer retention and customer loyalty
  • Manage sudden spikes of call volumes efficiently
  • Concentrate on other income-generating tasks
  • Gain expert technical support agents
  • Maximize time, money, and effort
  • Provide technical assistance 24/7
  • Improve email response time
  • Boost customer satisfaction
  • Reduce operational costs

Are you thinking about outsourcing now? If you are, please be cautious in choosing the BPO Company you will partner with. Before making any move, do your own research on outsourcing first. Learn more about its disadvantages and advantages. Find out the top outsourcing countries in the world. There are a vast amount of resources online to help you.

While there is a lot of information to go through, it can help ensure that you get the best value out of your outsourcing investment. Trust us. Informed decisions are the best decisions after all.

Outsourcing in the Philippines

Who are the major powerhouses of BPO?

India – US $ 154 Billion in revenue (2017)

China – US $ 130.9 Billion (2015)

Philippines – US $ 22.9 Billion in revenue (2016)

Why the Philippines?

English is our adopted language

Produce 450,000 college graduates annually

Has low Philippine currency exchange rates

Offers the cheapest office spaces in Asia

Our government supports BPOs with PEZA Tax benefits


No.1 Trending Country as the Top Voice Outsourcing Destination (according to international research)

2nd in non-voice complex services

Top 3 IT-BPO global locations, after India and China

In the Top 10 worldwide outsourcing destinations

The Anderson Advantage

The business landscape is evolving rapidly and as a business, it takes more than passion and will to stay ahead of the competition. You will need strong tactics with all the support you can get in the most cost-effective way. Expanding your business with us gives you access to a suite of comprehensive solutions and world-class services allowing you to rival with companies alike and even compete with big businesses. We aim to empower your business and provide coherent support for you to be able to reach your goals.

Global expertise, Global Standards

We are ISO 27001:2013 certified which guarantees you that all your company’s data is secured.

Diverse Expertise

Get access to a vast pool of talents giving your brand experts in specific fields when you need it.

An Extension of Your Brand

When you succeed, we also succeed. We aim to help you build a strong and robust extension of your business.

Client-ready Flexibility

There is no one size fits all solution for all businesses. We make sure that we deliver a customized concoction that is compatible with your brand.

How do I start outsourcing?

Outsourcing is more than just a way to reduce costs. Its benefits can be astonishing if you outsource to the right BPO company. To guarantee the best value out of your outsourcing venture, follow the steps below.

  1. Identify the challenge that you want to address through outsourcing.
  2. Research on outsourcing. Find out the top outsourcing locations in the world and their outsourcing vendors. List the BPO vendors that you deem promising to help you.
  3. Choose one vendor from your list. Look for its contact information and reach out.
  4. Explain the challenges you have identified initially. During the exchange, the vendor will ask more about your processes to know which service is the best to help you.

The outcome of the fourth step will determine what will happen next. If the discussion went well, then the next step can be a deeper discussion about your partnership. Otherwise, go back to step number three.

If you want to know more about this opportunity, don’t hesitate to contact us. We are more than happy to help you!

Paulo Salud

Business Development Manager

Anderson Group BPO, Inc.

Philippines: +63-917-869-8070

Australia: +61-2-851-812-64



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