Outsourcing help desk services to an offshore location may yield as much as 30 to 40 percent cost savings, but customer satisfaction must be a key factor when making this decision, according to Gartner, Inc.
“Although offshoring an IT help desk may produce significant cost savings, IT management needs to determine whether that decision is right for the enterprise,” said Richard Matlus, research vice president for Gartner. “For most IT organizations, the help desk is the primary end-user-facing organization, so if end users are not satisfied with it, then it will have a negative effect on the IT organization.”
