In recent years it has become increasingly commonplace for businesses to outsource some aspects of their operation to external providers. Call center outsourcing to the Philippines, Malaysia, and Brazil has been a popular option for many businesses, especially those who are too busy to hire an in-house team. Aside from the lessen expenses needed to provide IT support, they are well-trained experts that solely focus on providing good customer experience.
Most modern companies rely heavily on IT systems which process essential information and manage the day-to-day operation of the business. Whilst it is possible to maintain a full-on in-house IT department – and some do – there are distinct benefits to be had from entrusting this work to an MSP, or Managed Service Provider.
An MSP will typically comprise a dedicated team of accredited IT experts who will be trained to deal with all aspects of IT provision, from small everyday issues to installation, complex management and design. Whilst engaging such a service means an element of direct control is of course lost, there are a number of cost and logistical benefits that derive from entering into such an arrangement.
Let us consider some of those benefits individually:
Maintaining an appropriate level of service at all times
When you take on the services of an MSP the terms of the contract will usually be determined by a Service Level Agreement, or SLA, with the provider. This will lay out your expectations and will obligate the service provider to meet them. The terms will be negotiated and agreed by both parties prior to agreement, so you will be sure that what you are getting will be tailored to the specific needs and requirements of your company.
Once these terms are agreed it is incumbent upon the MSP to continue to provide the level of service to which it is contracted. Any staff absences through sickness, holidays and suchlike will be the responsibility of the provider to cover, and so the capacity of your own operation will never be diminished. The SLA ensures that your contractor bears the brunt of any seasonal or other unforeseen fluctuations rather than your business.
Eliminating recruitment difficulties
While your core staff base will have the necessary expertise in your specific field, IT operatives are by definition specialists in their own area of work. Unless you have expert IT knowledge of your own, recruiting those who do and knowing which particular qualities and talents to look for in your new recruits will be difficult.
On top of this there is of course the cost of recruiting, which in itself can be daunting. Being able to advertise for new staff in the right places, and managing the process of interviewing and of engaging them, brings challenges of its own both in terms of time taken and of money spent.
By taking on an MSP you bypass this process and make any recruitment issues the problem of the service provider. The MSP will maintain a team of qualified and capable professionals whose expertise will be at your disposal whenever it is needed, subject to the terms of your agreement. Any staffing issues such as absenteeism, disciplinary matters or quality control will be entirely a matter for the contractor.
Managing evolving skill sets
In this fast-moving world the demands of business evolve rapidly, and nowhere is this more so than in the area of IT provision. What may seem state of the art today can be obsolete tomorrow, and you will need your systems to at all times be capable of meeting the requirements of the day.
For a company with an in-house IT team this is likely to mean almost perpetual retraining, purchase of new technology and possibly the recruitment of new personnel with specific expertise in operating the new systems. By using an MSP you will be entitled to expect that the provider will take responsibility for keeping up to date with new technological developments, and for making the necessary upgrades to your operation as and when they become necessary.
Bear in mind that your Managed Service Provider is likely to have a number of different clients on its books and therefore it will not only be for your benefit that it keeps abreast of developments in its area of expertise. In fact doing so will be necessary in order for it to continue to offer a competitive and reliable service.
Consistency in outgoing costs
Your Service Level Agreement is likely to take account of any ongoing costs incurred, whether this be personnel or the maintenance and upgrade of systems. Whilst this will entail regular outgoings, it will protect your business from any sudden shocks which may arise from the need to replace, repair or enhance your equipment and the team that operates it.
Of course, this doesn’t mean that you can’t bring in upgrades and develop your systems – you simply know you’ve got a solid monthly price point to be working from. From that, you can decide whether you outsource required installations or carry out the work in-house.
Knowing how much you are paying to retain the necessary technology and expertise to keep your business running efficiently brings you peace of mind, and enables you to set your budget without the fear of a sudden and unexpected hit to your company finances.
Expanding your business
Every business wants to grow, but if this comes with a heavy price in terms of new IT investment then this can be prohibitive.
Your SLA should factor in such a scenario, possibly including caveats which would allow for an upgrade to your service provision at a modest (and set) cost, or even with such costs incorporated into the original agreement. Your MSP will most likely possess the capacity, or at least the potential to acquire it, that you will need to manage your enhanced operation. Without such an arrangement this responsibility will fall entirely upon your business.
