Outsourcing the help desk function of an organization to a third party is a significant strategic decision. While the benefits of such a move are often highlighted, there are several less-discussed details that could drastically impact the overall success of the outsourcing project. Here are six such considerations I wish I'd been aware of prior to engaging with a help desk outsourcing company.

• The Importance of Cultural Compatibility

  Cultural compatibility is not just about language proficiency or geographical proximity. It digs deeper into the values, work ethics, and business practices of the outsourcing company. If the outsourced team does not align with the organization's culture, the partnership may encounter hurdles that could prevent it from reaching its full potential. Cultural compatibility is difficult to measure quantitively but its importance in the successful integration of the outsourced team can't be underestimated.

• The Intricacies of Legal Compliance

  Legal compliance is more than just ensuring that an outsourcing contract is legally binding and protects the interests of both parties. It involves understanding and complying with data protection regulations, labor laws, and industry-specific requirements that vary from region to region. Non-compliance can result in severe penalties and damage to the organization's reputation. Therefore, an in-depth understanding of legal compliance issues is crucial before entering into an outsourcing agreement.

• The Reality of Cost Savings

  While outsourcing can lead to significant cost savings, it is important to realize that these savings are not immediate. There are upfront costs involved in establishing the outsourcing relationship, training the outsourced team, and setting up the necessary infrastructure. Moreover, the lowest bidder might not always be the best choice. In economics, there's a concept called 'total cost of ownership' which encompasses all direct and indirect costs associated with a product or service. Considering this is vital to understand the true cost of outsourcing.

• The Dynamics of Service Level Agreements (SLAs)

  SLAs are a fundamental part of help desk outsourcing contracts. They define the expectations of service delivery and the metrics by which the service will be measured. However, focus should not only be on defining these metrics but also on establishing a mechanism for regular performance review. Statistical process control techniques can be used to monitor the performance and identify variances from the agreed SLA terms.

• The Implications of Technology Integration

  The outsourcing company will likely use a different IT infrastructure and help desk software than your in-house team. The compatibility of these technologies with your existing systems can significantly impact the smooth functioning of the help desk. Furthermore, understanding the technological capabilities of the outsourcing company is essential to ensure they can support the organization's current and future needs.

• The Essentiality of a Dedicated Manager

  A dedicated manager who liaises between the organization and the outsourcing company is indispensable for successful outsourcing. This individual should have a profound understanding of the organization's needs, as well as an in-depth knowledge of outsourcing best practices. This role calls for someone with excellent interpersonal skills, project management experience, and a strategic mindset.

Looking back, had I known about these six aspects, I would have approached the process of hiring a help desk outsourcing company differently. So, if you're considering such a move, bear these points in mind to ensure a successful outsourcing relationship. Remember, this isn’t just about delegating tasks; it's about forging a partnership that can bolster the operational efficiency and customer satisfaction of your organization.