Do you find yourself regularly inundated with customer service calls without the resources to handle them properly? You’re not alone. Many companies lack the staff and technical expertise to manage ever-growing lists of requests efficiently, causing equal frustration for employees and customers.
Sometimes, all your business requires is an extra pair of hands to help things along — particularly when it comes to managing business communications.
Enlisting the support of a managed services provider (MSP) could be just the professional telco solution you’ve been looking for. From improving productivity with white-labelled services to minimising expenses with hands-on maintenance, an MSP can help you stay flexible and competitive — especially in the current economic landscape.
So, what exactly is a managed services provider — and how can you find the right one for your business?
Taking telco services to the next level
An MSP is an outsourced third party that assumes responsibility and control of the day-to-day operations of a business, assisting with 24/7 support to help companies cut the cost of providing these services themselves.
Managed telco services can include help desk and product support, technology consulting and remote local support, minimising downtime of business-critical services and freeing up resources for other functions.
Sound too good to be true? We know — but we promise it’s not! Take a look at the (many) benefits of choosing to work with an MSP…
Keeping up with demand
These days, we expect things to work instantly.
With automated customer service features like AI-powered chatbots, we’ve become accustomed to connecting with agents (or AI agents) whenever we want. And we expect a reply in minutes — if not seconds.
As demand for different products and services across all industries grows, the pressure is well and truly on for support desks everywhere — especially during busy periods like Christmas and the summer holidays.
So, it’s no wonder businesses rely on managed services providers to lighten the workload and relieve their staff of these pressures, providing seamless communications all year round.
Cutting down on costs
It’s no secret that there’s been a lot of uncertainty in the air as we experience the most significant cost-of-living hike in more than four decades and employees begin looking elsewhere.
High staff turnover is expensive; training costs, recruitment fees and loss in output all add up. Not to mention budgets are getting lower as the demand for outstanding customer service is getting higher and higher.
Telcos can no longer ignore rising costs. But it’s not all doom and gloom…
Without adding a single person to your payroll, MSPs can help fill any technical skills, knowledge or headcount gaps to ensure your business runs as smoothly as possible, with no added hiring costs.
Focusing on your business
Here’s one we know you’ll like: managed telco services make it easier to do your job.
You can trust an MSP to provide the knowledge and expertise necessary to boost customer satisfaction and increase sales whilst also focusing on your core business efforts and goals.
Already have in-house professionals? An experienced MSP can assist with day-to-day tasks and step into your team’s shoes when necessary to ensure every customer receives the service they deserve.
Scaling to your needs
The price tag associated with hiring, training and maintaining staff is a big one, which is why communications teams are often left understaffed, overworked and unable to get everything done.
For businesses looking to survive — let alone excel — there’s no longevity in this structure.
Using a managed service provider can help you expand your offering without onboarding employees you won’t need later down the line — and you’ll never have to worry about your experts jumping ship!
Plus, we all know the telco industry is fast-paced and constantly evolving. An MSP helps your business, whether it’s small or medium-sized, stay flexible to accommodate ongoing market changes.
Considerations to keep in mind
When choosing your managed service provider, there are a few questions you need to ask…
Does it offer a 24/7 telecom support service, so end-users are never left in the dark? Round-the-clock support allows you to extend your business’ opening hours and drive-up customer satisfaction effortlessly.
Is a solid business continuity plan provided with its services? This contingency can help keep customer dissatisfaction at bay should a problem arise, giving your team confidence and security and reducing recovery timescales.
Can it actively tackle potential caller fraud and identify the tell-tale signs of fraud? Safeguarding your businesses from number spoofing scams and other cyber attacks is more important than ever. Last year saw several large-scale data breaches affecting millions of users, and we don’t see fraudulent calls going away anytime soon.
Boosting your business sometimes means all hands on deck — and with the support of a managed service provider that proactively proposes, implements and maintains the most effective solutions, your business is set to reap the rewards.
With Invosys Pro Services, you can outsource dozens of telco functions to our friendly and experienced team — and benefit from 24/7 support. Call 0161 444 3333 to learn more or book a demo of our services today.