Contractual Helpdesk Services, which include offering customer service to consumers who have an issue, problem or concern, is a growing industry. For smaller companies outsourcing helpdesk services is becoming more and more popular as there are many technical aspects and high investment costs required to develop the infrastructure needed to support these services. Contracting Helpdesk Services alleviates smaller companies from being concerned with technical issues, doing research on the value proposition of emerging products or services, and in some cases even alleviates the need for hiring additional staff to take customer support calls. This paper explores best practices companies should consider when contracting for the services of a call center environment. The Contractual Helpdesk Service has evolved from just a Business to Consumer model to a Business to Business model via affiliation.
Young, Joy and Murray, Meg, "An Exploration of the Best Practices for Securing Contractual Helpdesk Services" (2008). SAIS 2008 Proceedings. 15.