Help Desk Outsourcing Trends and Customer Experience 2013

November, 2013


The frequency of help desk outsourcing has leveled off after a sharp, post-recession rise. While recent trends may be prompting more organizations to consider this option, the customer experience remains decidedly mixed. This study examines adoption trends and customer experience with help desk outsourcing. We report on the percentage of organizations outsourcing help desk (frequency), the average amount of work outsourced (level), and the change in the amount of work being outsourced (trend). We also present success rates for the customer’s cost and service experience. Finally, we show how these trends differ by organization size and sector.(17 pp., 8 figs.)
[Research Byte]