Help Desk Outsourcing Trends and Customer Experience 2015

February, 2015


The frequency of help desk outsourcing has declined in this period of recovery, particularly among smaller organizations. One reason may be the decidedly mixed customer experience. 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. (13 pp., 8 figs.)
[Research Byte]