FAQ

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A Managed Service Programme (MSP) is a service, where a recruitment outsourcing business assumes primary responsibility for the management of sourcing, engagement, and administration of the temporary, contract, and other non-permanent workers. Responsibilities that fall under an MSP service are:

  • General program management
  • Reporting, monitoring and advising on contingent workforce spend
  • Implementation and change management
  • Selection and management of suppliers
  • Order/requisition distribution
  • Compliance and financial processes 

The vast majority of MSP services see the provider support the client with a Vendor Management System (VMS) and will see them physically present within the organization. Sometimes organizations that supply these services are also referred to as MSPs (managed service providers).

Remote Monitoring & Management platforms (RMM) allow managed service providers to perform necessary and important IT management tasks even though the objects under management may not be physically in the presence of the MSP. Because many MSPs employ a “one-to-many” business model, physically going to each device to work on (or observe) it becomes problematic, not to mention expensive and challenging to scale.
RMM technologies enable the MSP to remotely perform IT management tasks from a computer screen and an Internet connection. In many scenarios, the RMM technology is located within the NOC, where the MSP also handles help desk related issues for their customers.
The RMM technology often works in conjunction with other MSP enabling technologies. Whether it is a help desk or trouble ticketing solution, a CRM, a security console in some cases, RMM technologies can also work in conjunction with other tools to allow “out of band” access to objects, meaning that the same remote access can exist even if the object may be offline or non-functional.
RMM tools used to be very costly during the 1990s but became much more simple to use and less expensive, thereby allowing many IT service companies to enter the managed services profession. RMM tools enabled MSPs to stop sending technicians on-site to customers and instead made it possible for MSPs to observe and work on many remote devices all at the same time.

You probably know that a client can protect his data privacy and confidentiality with all kinds of non-disclosure and non-compete contracts. That’s nothing new or complicated. If you as a provider of outsourcing services are fully transparent and honest about your work, then these requirements shouldn’t be a problem.

I sure hope you will appreciate my decision to draw your attention to an interesting aspect of this matter. Your client’s location plays an important role you should be aware of.

Outsourcing is all about trust.

Meaning, neither side doesn’t need a “legal parachute” to achieve the desired goals through outsourcing. So, what’s preventing the providers of outsourcing services from betraying their client’s trust? Well, I can tell you first-hand that’s not the fear of legal consequences.

Plain and simple, we aren’t afraid that a client may sue us, but rather that we may lose a client. What’s even worse, we may lose our reputation by disclosing our client’s privacy and jeopardizing their discretion. It’s that simple

If your company has a moderate to high call or contact volume, exceeding 2,000 per month – outsourcing to a larger provider that can scale a dedicated queue of agents may be the right fit for you. For companies with smaller volumes, seeking a partner that offers a shared queue may give you the best balance of capability and cost savings. This will help you gain economies of scale from sharing resources with other clients. Agents will still be trained on your products/service and your customers/employees will not be treated any differently.

Clients can quickly scale their BPO needs in just a matter of weeks. Under seasonal fluctuations, the benefits of having operational outsourcing can’t be over-stated. Since your provider will have multiple clients they will be able to more easily shift and retrain agents, quickly hire and train temporary staff and absorb fluctuations better than you could on your own. With non-essential operations handed over to BPOs, companies can rest easy knowing that their cost requirements can be scaled.

No, with AI, machine learning, and data analytics tools your partner will be able to collect, analyze, and help you better understand the data you can get from all of your support interactions. This can go beyond improving service. For example, you may discover product defects faster or find opportunities to develop new features/functions that are most commonly requested. You may also be able to help your marketing teams improve campaign messages, eliminate speed bumps in your sales process or show your content teams what self-help content would be most beneficial to produce.

In this model, all or part of your hardware, software, infrastructure, networking, and communications is managed remotely by a third party. The IT service provider will monitor, maintain, and support your devices from their location. Some of the most common remote services include 24/7 support, infrastructure management, security management, proactive maintenance, and operating system administration. It’s feasible for many businesses to be managed this way on a day to day basis. In a high-end essence, it’s often referred to as “keeping the lights on”.

Infrastructure Hosting is also known as Infrastructure as a Service (IaaS), part of the umbrella term of “cloud services”. This model can include a turnkey IT solution on vendor infrastructure or can use your existing infrastructure in a third-party data center. Typical services provided as part of this model include 24/7 support, infrastructure management, security management, application hosting, operating system administration, and disaster recovery.

With this model, you will outsource all of your business’ IT functions to a provider. However, like all things not all providers are equal. A traditionally managed service provider will focus on break/fix support. Only delivering standard elements such as helpdesk, account management, products, and resold services. While these services “keep the lights on” they do not really enhance your business.
In order to receive a return on fully managed IT services, you need to find a provider who works in partnership with you. Working proactively as part of your own team to enhance your environment, focusing on vision and strategy to ensure it aligns with and supports the achievement of your overall business goals. It’s basically about measuring and improving operations through the intelligent application of technology, process, and systems.

Cloud services are now a primary way for businesses to gain enterprise-class IT systems without the traditional costs which used to come with running them on hardware sat in an office, i.e. CapEx, high end internal IT support, security, network, energy, update, etc. The cloud services available now in the main are reliable, secure, and robust. It’s all about choosing the right model to fit the business. It’s often common to have a mix of both in-house and cloud services, a hybrid infrastructure. This is typically where the operational advantage lies. It’s still not usual for a cloud-only solution to be right for all but the smallest and simplest businesses.
Obviously, these are just examples of options. True value is returned to a business through detailed analysis and review, to truly understand which options best suit the business where it is now and where it will be in the future.

Focus On Your Business And Not Your Technology

TechAid has been serving the Indore area for years, providing IT Support such as technical helpdesk support, computer support, and consulting to small and medium-sized businesses. it’s always been our goal to provide enterprise-level IT practices and solutions to the small business sector, with small business prices.