Insourcing and Outsourcing Support: What the Data Tell Us

What’s being insourced and outsourced these days in the tech support industry? Why? Find out in this webinar, where you’ll take a deep dive into data collected through one of our recent annual surveys. With takeaways for both internal technical support managers and outsourced technical service providers, you’ll find out what HDI research says about outsourcing practices for support organizations, including support center and desktop support functions.

Internal technical support managers:

• Learn what support functions your peers are currently outsourcing and why or why not.
• Find out how outsourcers are performing compared to you and your peers.
• Know what to expect if you move to an outsourced model.

Outsourced service providers:

• Find out why support organizations are outsourcing or what keeps them from outsourcing more.
• See how you compare to your peers and other support teams.
• Learn about practices and performance for outsourced support teams compared to internal support teams