Global Technical Support Outsourcing Market

Bharat Book Announces the Publication of its Research Report – Global Technical Support Outsourcing Market 2016-2020

Bharat Book recognizes the following companies as the key players in the Global Technical Spport Outsourcing Market: Hudson Software, Inforonics Global Services, Qcom Outsourcing, and Wipro. 

Other Prominent Vendors in the market are: Atos, Attivasoft, CGI Group, Ciber, CompuCom, CSC, Dell, Dynasis, Fujitsu, Genpact, Getronics, HCL Technologies, HP, IBM, iYogi, Kayako, Maintech, Northrop Grumman, Pomeroy, Stefanini, Support.com, TCS, TELUS International, T-Systems, Unisys, and Xerox. 

Commenting on the report, an analyst from Bharat Book team said: “A trend which is helping boost market growth is the increasing adoption among SMEs. Most SMEs do not maintain internal helpdesk services due to budget constraints. However, the rise in demand for outsourced IT and technical support services has given SMEs a platform to make use of these services to limit their expenses and tighten their budgets. SMEs outsource their customer care support functions to focus on core business functions.”

According to the report, a key growth driver is the need to focus on core competencies and improve efficiency. Most companies (both small and large) operate on limited budget and resources. Thus, available resources need to be used optimally to effectively conduct business operations and stay ahead in the competition. Companies outsource their technical support functions to focus on their core business. Commonly outsourced technical support services to third-party service providers include helpdesk support and call center technical support services (product and application and network technical support). 

Further, the report states that one challenge that could curtail market growth is the loss of control in customer service quality. Enterprises often find it difficult to choose between outsourcing their processes or managing them in-house to reap maximum benefits. Both have their inherent advantages and disadvantages. Outsourcing technical support services to external providers could pose a risk regarding the loss of quality control in technical support service offered to customers.

The study was conducted using an objective combination of primary and secondary information including inputs from key participants in the industry. The report contains a comprehensive market and vendor landscape in addition to a SWOT analysis of the key vendors.