International Call Center Outsourcing

For companies investigating international outsourced call center operations for the first time, understanding inbound call center options outside of the United States can be a time-consuming and costly process. For one thing, international vendors who look great on paper or on the web often disappoint American companies who uphold high customer service standards. Ensuring the right match for your needs is critical from a cost, quality, systems, human resources, location (whether centralized or regionalized), administrative, and service level perspective. 

Once you have found the “right” vendor, the next step is to cover all of the contractual obligations necessary to ensure a mutually rewarding relationship. Any ambivalence in this area most often leads to rapid deterioration of what started out as a promising step into your support strategy for global markets.

There are at least one hundred elements that should be considered for inclusion in any Request For Information (RFI) to an international outsourcing vendor. These elements should be weighted based on the particular needs of the company (e.g., native vs. learned speakers, multi-channel vs. telephone support only, CRM vs. home-grown systems, real time reporting vs. periodic reports, on-site presence vs. remote monitoring, regional vs. centralized, dedicated vs. shared, and so on). 


Ready to buy? Order the Help Desk Toolkit today


The Help Desk Application Solution
A Help Desk Application provides the foundation for an integrated, end-to-end approach to IT Service Management. Based on best practice methodologies, Help Desk Applications automate support processes including the ability to submit, monitor, and manage help desk cases, change requests, and asset inventory records.

Help Desk Applications can also indicate which business services are impacted by a given incident or problem, letting you determine priorities based on business context. With this high level of automation and control, Help Desk Applications provide comprehensive support services that boost your staff’s productivity and effectiveness to drive operational improvements across the organization.


Ready to buy? Order the Help Desk Toolkit today 


Help Desk Jobs


With the growing trend in helpdesk scenario there is no shortage of Help Desk Jobs. But Help Desk Jobs get a bad rap. After all, the stereotypical image of a help desk worker is a pale guy in a room with fluorescent lighting, listening to the irate ravings of computer users ready to commit hara-kiri because their browsers crashed or their Palm Pilots won’t sync. Needless to say, Help Desk Jobs or working the help desk is not the glamour job of the information technology world.


However, these Help Desk Jobs can be one of the best ways to break into the industry and gain experience. The support field is booming, with opportunities for everyone from those with recent technology training to pros with years of experience with a particular software package.


For example, enter the term Help Desk Jobs in the job search at, and you will find upwards of 1,000 positions. Salaries in the Help Desk Jobs vary widely, depending on expertise and the level of specialization. It’s not uncommon to see companies paying $9 an hour, even though others pay $50 an hour or more. A Help Desk Jobs listing for a help desk manager in New York offers a salary of $80,000 and up. Another listing, for Helpdesk Jobs in Connecticut, cites a rate of $38 to $54 an hour as a help desk specialist. According to Computerworld, the average salary for a help desk operator is $33,511, and the average salary for a help desk manager is $46,720.


While an entry-level Help Desk Jobs put you on the front lines of answering calls from users, other positions give you the chance to provide a higher level of assistance, requiring more in-depth knowledge and problem-solving skills. That knowledge can help you break into other areas, which often happens; help desk managers often lament the turnover in their departments. Moreover, a tech support job may include Help Desk Jobs assortment of responsibilities, allowing you to gain the experience needed to move into other positions, whether as a network administrator or a Web developer. One listing for a help desk analyst, with a salary in the low 30s, said the analyst would be responsible for assisting the network administrator with tape backups and configuring workstations for the network, along with support duties.


If you’re looking for a quick way to break into the industry, Help Desk Jobs may be your ticket. You may have to work weekends or evenings, and the pay may not be great, but entry-level Help Desk Jobs allow you to gain industry expertise — and real-world experience, if you’re lacking it. With persistence, job opportunities exist even for those without much of a track record.

Ready to buy? Order the Help Desk Toolkit today 


Help Desk Manager Cert


Due to ever increasing demand and its utility Help Desk Managers are in great demand and hence Help Desk Manager Cert. Both Apple and Microsoft recently have unveiled help desk-focused certifications, a potential boon for end users who will have more places to turn to for competent help. Plus these new titles can be used as a learning blueprint by individuals seeking to expand their operating system skills beyond the everyday level. Nortel and Check Point have new offerings as well, and IBM has resurrected a batch of retired exams.


Now let’s see why Help Desk Manager Cert is important and how and where to get it. Gaining C-level management support and effectively communicating the pivotal role of the help desk and support center to the organization is crucial to the support operation’s success. The most successful support center managers have mastered the art of promoting the support organization to the executive team. Knowing how to build and deliver on service level agreements, working in partnership with other business units, and building and retaining great teams are characteristics of a well-managed and highly effective support organization. Help Desk Manager Cert (HDM) training program provides management with the insight, strategies, and skills necessary to promote their organizations – and their own career development.


Help Desk Manager Cert ensures its recipients have:


  • Mastered the skills necessary to successfully manage service levels with customers and secondary support personnel
  • An understanding of ROI concepts and principles
  • Excellent financial skills
  • Engaged themselves in change management and asset management
  • Experience with workforce planning
  • Tools to measure customer satisfaction
  • An understanding of how to determine the appropriate use of technology
  • Skills necessary to build and maintain high-performance teams through team building, career development, etc.
  • Developed productive relationships with employees and the organization as a whole
  • Is an effective advocate for the value of the support center with executive level management 


Help Desk Manager Cert also provides help desk managers with advanced skills for delivering excellent support and customer care, as well as an established and highly marketable skill set that will be valued by management in performance and salary evaluation.  Becoming a Help Desk Manager Cert also provides a career boost, heightening your confidence and motivation.  And, customers, peers, and management will respect your credentials.


In preparation for the Help Desk Manager Cert Exam, students will learn:


  • Techniques for managing relationships across the enterprise
  • How to plan and manage enhancements to the help desk organization
  • Key processes for ensuring successful support center performance
  • How to market your services internally/externally
  • The latest technologies utilized in a service center
  • Benefits of each of the service delivery models
  • Outsourcing models and the value of each model
  • Negotiation and conflict resolution/management skills
  • Methods for building and maintaining high-performance teams
  • How to build effective service level agreements
  • Tips and techniques to assist you in hiring, training, motivating, and retaining top-notch employees
  • Value of mission/vision statements

Ready to buy? Order the Help Desk Toolkit today


Hp Help Desk


Mobile HP Help Desk software OpenView service desk is an application pack dedicated for helpdesk and support group specialists who work out of office. HP Help Desk provides a remote connection to a database of service calls/tasks and to information about configuration items associated with them. Client application (Handheld Agent) works on PDA computers under the Palm OS Communication with the database taking place via synchronization server (Syncro Site) that is designed for a personal computer, with Microsoft Windows operating system. Its main aim is to pass the data from and to Service Desk/ITSM database.


How HP Help Desk work? At the beginning of the day, HP Help Desk specialist synchronizes his/her PDA Mobile Hp Help Desk with Service Desk database and receives service calls to resolve and tasks to be done. The specialist tries to resolve them one by one at user’s locations. From time to time he/she connects with Service Desk/ITSM database using a GSM phone to send information about results of his/her work and to receive new service calls. It is simple and yet so powerful.


The integrated service Hp Help Desk solution from Hp Help Desk OpenView employs best IT practices and processes to consolidate change, configuration and service level management into an integrated helpdesk. This process is for companies seeking a strategically pragmatic, rapid, value-driven approach to implementing a consolidated service-desk solution. In a consulting process keenly focused on rapid progress and results, a select team of senior IT professionals evaluate how the IT department runs. The evaluation is aimed at moving beyond a simple helpdesk and call-management process toward a consistent, best-practice methodology and consolidated management tool.


Key Benefits of HP Help Desk:


Strategic analysis and planning: Evaluate Hp Help Desk, problem resolution, change and configuration management

Establish service level objectives, measurement and reporting

Establish systematic linkages between users, IT services, infrastructure components and IT resources


Rapid deployment: Structure a methodology and specific product recommendations to deploy a consolidated service desk solution. Drive process coordination between network, system, and application IT departments Enable IT to formally establish, measure and report service levels.


Extensive, proven experience: For HP Help Desk more than 135,000 deployments worldwide. Proven results including seamless implementation and dramatically improved ROI. Success with extremely rapid deployment for information-critical organizations


Product information:

  • Performance manager/monitor/agent
  • Operations for UNIX
  • Operations for Windows
  • Service desk
  • Web services management