The Pros and Cons When You Outsource Your Technical Support Team

Posted by Author 4 months ago

Technical support serves a vital role in a business. Their role is to troubleshoot, give advice and help customers with their hardware or software problems. They are also the ones who make sure that operations run smoothly and there are working cybersecurity and data protection.

As technology continues to grow, more businesses are now opting to embrace things outside their comfort zone. They are now investing in IT infrastructure, personnel and other technological advancements that can help them provide 24-hour technical support. Moreover, there are always trends that appear and give them an advantage if done right. All of this can cost money, and some businesses are quite tight on their earnings. So, that is why some choose to outsource their technical support. But, if you’re hesitant about getting one, here are the pros and cons when you outsource your technical support team.


The Pros

Cost-effective and cost-efficient

Hiring employees through outsourcing is undeniably cheaper and faster than finding a new employee using different hiring methods.

Why? This is way cheaper since you won't need to worry about office spaces and equipment. You also won’t need to worry about giving them the traditional salary in-house employees get. On the other hand, outsourcing is faster since you can just contact an outsourcing company and they’ll do the rest based on your employee requirements.


Access to new talents

Outsourcing is the same as hiring a new employee, but this time around, you can get as many as you needed through outsourcing companies. Not only that, the process is cheaper and faster than finding recruits on your own.

Getting employees from outsourced companies is also great since it gives you access to new talents in different areas. Take for example an office in Australia outsourced staff from the Philippines. With this, you will have new talents that have the potential to make your business grow.

Moreover, outsourced employees already have the knowledge and skill set of a particular position, meaning they already know what they're doing and will only need to be briefed regarding branding and company ethics. Also, having a trained team with you will help you work efficiently since you can now handle a lot of work than before at an efficient pace with better results.



The Cons

Communication problems

This is a given since your outsourced employees are not in your office, meaning they can be found in a different state or a different country. Having communication problems can create many setbacks that will gravely affect your projects and business. Make sure to find an outsourcing company that has the same native language as yours and understands your culture to avoid unnecessary commotions and mishaps.


Hard to control

Having outsourced employees has its own risks that needed to be addressed, and one of this is an oversight on a regular basis. Before having these issues to come your way, make sure to create a set of guidelines or procedures for your outsourced team to follow in order to promote an organised and efficient workflow.

Having over five years of experience in providing technical support for businesses in Australia, Global TeleForce completely understands the ins and outs of the industry and is proud to say that our technical support outsourcing services is top-notch since our specialty is telecommunications technical support with our NBN ready teams.


To get started with your new team of technical support, contact us at 1300 77 88 62 or email us on for general enquiries and for a quotation.