Technical Support Outsourcing Market to Counter Excessive Growth

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Transparency Market Research provides key insights into the global helpdesk outsourcing market. In terms of revenue, the global help desk outsourcing market is expected to grow at a CAGR of 6.7% during the forecast period, driven by numerous factors, on which TMR offers in-depth insights and forecasts in its report on the global helpdesk outsourcing market.

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Technical support is a service that most companies provide to users to help them solve mainly technology or software problems. With technical support outsourcing, a third party is hired to provide support for a company’s products and services. This allows the business to focus on more important matters that would help the business grow, such as new product development. Technical support outsourcing has grown exponentially, due to the accessibility of highly skilled support agents in low-wage regions like the Philippines or India.

Outsourcing technical support gives customers access to quick and easy resolutions across multiple channels. This can range from mobile apps that support virtual assistants to an email help desk or even contact centers where a live support agent helps resolve issues. Outsourcing help desk support isn’t the only way to streamline help desk business processes. However, it is one of the ideal options as it saves considerable costs such as hiring and training support agents. Therefore, outsourcing of technical support is expected to see an increasing demand in the near future.

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Increasing the adoption of cost-effective cloud-based outsourcing solutions across different industries helps in improving the work efficiency of an organization, which reduces in-house technical support issues, which enables an organization to save more time and money. Cloud-based provisioning services reduce the need for ISP-hosted data centers, with minimal transition services accessible from anywhere to develop, test, and manage web applications according to customer requirements. For example, according to PWC.com, 77% of IT outsourcing service providers are migrating to cloud platforms to provide secure and reliable outsourcing services to customers. However, 64% of service providers are adopting the private and public cloud-based platform to develop IT infrastructure according to customer needs.

Additionally, the increasing adoption of cloud-based outsourcing service models helps improve data security and data storage capacity of an organization. This feature of cloud outsourcing services helps in reducing the risk of data breach activities and also reduces the cost of hardware hardware such as servers, routers and other devices. This factor increases the demand for cloud outsourcing services to improve the productivity of a business.

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For example, according to Deloitte, the growing use of 4.0 outsourcing and cloud outsourcing services in various industries is helping IT operations become more flexible and efficient by increasing the speed of innovation of new products and services offered to the customer. Thus, increasing demand for cloud service outsourcing models is expected to propel the helpdesk outsourcing market over the forecast period.

North America is expected to hold a major share of the global helpdesk outsourcing market by the end of 2021. This can be attributed to the strong presence of technology pioneers such as IBM Corporation and Worldwide Call Centers, Inc. . In the region. Furthermore, increasing adoption of cloud-based outsourcing solutions across various industries is expected to boost the helpdesk outsourcing market in the region. The United States holds more than half of the technical support outsourcing market share. Europe follows North America in terms of revenue share of the global helpdesk outsourcing market. The demand for technical support outsourcing in the region is mainly driven by Western European countries. The main drivers of this growth are the increased adoption of call center services and the acquisition of customers in emerging countries such as the United Kingdom, France and Germany.

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Rising adoption of technical support outsourcing in the IT and automotive sector in Asia Pacific is fueling growth in this region. South America and MEA offer significant opportunities for the helpdesk outsourcing market, owing to the growing rate of adoption of advanced technologies and increase in call center services in these regions.

The major players operating in the global helpdesk outsourcing market are Asia Premier One Source, Inc., Collabera Inc., Computer Generated Solutions, Inc., Essentiel Outsourcing, Flatworld Solutions Pvt. Ltd., Genpact, HCL Technologies, IBM Corporation, Infosys Limited, Invensis Technologies Pvt Ltd, Qcom Outsourcing Ltd, StarTek Inc., Suma Soft, Support.com, Inc., Tata Consultancy Services Limited, Wipro Limited, Worldwide Call Centers, Inc. . . etc

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