Looking to reduce ticket management costs? Outsourcing is the answer!

For businesses whose teams solve tickets all day, it is important to reduce ticket costs, while maintaining a certain quality of work. The most crucial indicator for assessing how effectively support staff handles problems within a given budget is the cost per ticket.

The goal? The best deal for businesses would be to provide the most effective ticketing system while cutting costs. This sounds like a too-good-to-be-true scenario, but it is actually fairly feasible.

Ticketing systems are extremely helpful to enterprises. For instance, how to efficiently handle a large number of customer support inquiries coming in from various communication channels. However, a sizable amount of businesses continue to disregard this customer service option. This is primarily a result of a lack of knowledge about what a ticketing system is and how it may benefit a business. Deciding to apply a ticket management system comes with a lot of help desk advantages, but the key to a successful ticketing system is actually outsourcing.

So, what’s the key to reducing ticket management costs?

Now that it appears like everything is becoming more and more expensive, reducing costs feels very hard to do. Getting a specialist group of professionals to reduce the cost per ticket is not easy either. 

However, if you’re looking to reduce ticket management costs, especially now in times of financial insecurities, experts would advise you to do only one thing: Outsourcing!

How does outsourcing help reduce ticket management costs?

The ticket management service symbolizes the ideal solution for companies in all sectors. An outsourcing ticketing system allows you to solve problems reported by email, chat, messages, forms, or phone calls quickly, and in an orderly structured manner.

When a company decides to outsource the ticket management service, thanks to the experience and expertise that an outsourcing company has, it will bring down the average time that a service desk needs to resolve a problem. As a result, the cost of ticket management will be significantly decreased.

Lower burdens in staff recruitment and training, due to outsourcing, will also result in a reduction in operating costs.

Greater customer satisfaction is another benefit of outsourcing ticket management in addition to financial gains since your customers will get the assistance they need right away. Due to automation and streamlined support procedures, the business will also experience a boost in productivity.

Hiring an outsourcing company specialized in ticket management ensures the finest practices for everything from use optimization to compliance and reporting. Consider it as investment insurance that will allow you to perform better than industry standards and increase the return on your ticket investment. All this while saving money, too!

Other strategies that will lower ticket management costs

To reduce ticket management costs, you do not necessarily have to cut back on salaries, technology, or any of the above operating cost items. Here are some strategies you can use if you want to reduce costs. You will notice that almost all of them are related to outsourcing. 

1-Maintain a Knowledge Base

End users can resolve small incidents without opening a ticket for each one if there is a repository of best practices, workarounds, and solutions available. This frees up technicians' time and resources for other, higher-priority tickets. Maintaining a knowledge base also makes technicians more productive because they are spared from having to start from scratch each time a ticket is submitted.

2- Well-defined SLAs

Well-defined SLAs can enable IT help desk specialists to work within predefined time periods based on the severity level of the tickets, ensuring prompt service to end customers. It's crucial to set realistic SLAs, track them, and escalate tickets appropriately so that the required action may be performed.

Outsourcing companies such as We Are Fiber can track and sort requests across all channels through customized solutions built especially for your business. All while guaranteeing shorter Service Level Agreements.

3- Automate Repetitive Tasks

The simplest method to increase your company's efficiency is to eliminate repetitive work. Tasks like ticket distribution and password reset, for example, can both be automated to boost the efficiency of your technician. Automating ticket dispatch can decrease time lost due to routing issues and alleviate bottlenecks in the resolution process. By automating password reset, the IT help desk will receive fewer calls, freeing up experts to handle higher-priority cases.

Automation helps you improve ticket turnaround times by eliminating repetitive tasks and processes and minimizing human error. Agents can then concentrate completely on helping customers and solving problems.

Did you know that 56.2% of the total cost per ticket is spent on technician salaries and benefits? When choosing to outsource, you won’t have to spend money on that anymore, because the company will provide you with anything necessary.

You can drastically cut down on the amount of time it takes to resolve tickets when you classify and prioritize them using tools like a priority matrix. Your users will be pleased because of the efficient scheduling and work performed by your company. Each ticket is assigned to the appropriate person or group when it is properly categorized and prioritized, preventing unnecessary escalations and delayed resolutions. This is a process that normally, an outsourcing company would apply as soon as they begin working for your business!

Whether it is obvious or not, businesses frequently have many programs which can conduct similar tasks to one another executives should consider whether the help desk software they have chosen is compatible with other systems currently in place at their company. Organizations may be able to reduce some help desk features by identifying these efficiencies, which will ultimately result in cost savings.

A single issue might cause a flood of tickets to the service desk from every corner of the organization.  A single problem could escalate the cost per ticket owing to repetitive fixes and redundant work. Any service desk's investigation, analysis, and problem-solving efforts are crucial to permanently resolving any issue. Reduced ticket traffic from a single issue lowers the cost of each ticket. These are some of the key tasks an outsourcing company will do once it takes over the business’ ticket management service.

Cost per incident and cost per service request are the two main parts of the total cost per ticket. The longer time it takes to resolve service requests generally results in higher costs. The cost per ticket will therefore decrease as a result of receiving regular reports on incident-to-service request ratios and striving to prevent greater levels of service requests.

Success in providing excellent customer service involves more than simply your workers' one-on-one interactions with clients. It also involves the unseen choices that enable such cherished relationships. Workforce management features provided by outsourcing companies, together with ticketing systems, assist you in precisely planning how to staff your service operation based on seasonality and making modifications in real time.

You can forecast email, call, and message volume, among other things, to make sure your workforce is never over or underutilized. The outcome? An excellent service operation.

Effective customer service departments avoid unnecessary back-and-forth and promptly address issues. But analytics are necessary for that to occur. Your outsourcing provider will create reports using ticketing system analytics. 

Customers can reach your business through a variety of channels, including phone, live chat, social media, and email, sometimes all at once. In many businesses, the knowledge gathered from these encounters is scattered among several tools and people. Every time they contact the company, the customer is made to repeat themselves. This won’t happen if you outsource your ticketing management system. Omnichannel support provided by your outsourcer will sever customers in their preferred channels.

Some numbers to give you a clearer picture

Companies can save a lot of money by outsourcing because vendors charge lower rates for their workers than internal staff does. In 2018, 62% of businesses claimed savings of 10% to 25% through outsourcing, while the remaining 38% claimed savings of up to 40%. By comparing the salaries received through outsourcing to those received internally in several key areas, your company can have a better understanding of cost reductions.

Ready to outsource your ticket management service?

As you now may know, outsourcing ticket management services can be a huge cost-saving option. This way, your internal staff can focus on higher-value tasks like lead generation, the attraction of high-profile presenters, and stacking value for event guests, while the outsourced company deals with the rest.

Is your business using a ticketing system that is adding value to your customers? Setting up your working environment with intelligent, cutting-edge support solutions that good outsourcing teams offer, can make operations smoother, reduce spending, and improve the value of the organization. If you’re looking for the ideal partner to improve the performance of your ticket management, while reducing costs, We Are Fiber is here for you!