None taken!
Question is though, what would you look for if you were to outsource your business like this?
OK, I'll bite. Here are a few thoughts off my head.
My perspective is that of a full time IT guy with my repair business on the side. I'm skeptical of the efficacy of remote support, particularly virus removal. However, a remote support tech that I trusted and had confidence in would expand my abilities when I'd otherwise be unavailable (or God forbid - on vacation) without the hassle and expense of actual employees or a local subcontractor who might be more likely to steal my customers.
With that in mind:
1. My customers would never know the tech on the phone wasn't a local employee of my company. No accents, no "what time is it there?", etc. BUT when asked directly the tech should have an honest but disarming response (don't lie about it).
2. My customers get the same tech(s) each time. A familiar voice, name, etc. That would also allow me to be more comfortable with the situation knowing "Joe and Brenda" are my team.
3. Rates have to be competitive to MY area. The location of your call center doesn't matter. If you can't compete with my local rates, there's no point. Likewise, if I learned you were charging lower rates somewhere else, I wouldn't complain. Not too much anyway.
4. Remote techs need to be excellent, patient and polite communicators. Not many techs are as good on the phone as they are with Windows registry. Yours must be.
5. The customer is always MY customer, never yours. They are never to be approached or contacted in any way outside the purview of a particular support job.
6. No fix, no pay. By that I mean your guys need to
quickly identify situations where remote support is NOT the best option and escalate the issue to me for onsite service. Don't linger on the phone straining the customer's patience and running up a support bill. That is double true if the remote tech inadvertently creates a problem (boot loop, BSOD, etc) that they can't quickly resolve remotely.
7. Collect payment when the work is performed and settle with me on a weekly basis. Whatever name appears on my customer's credit card statement should be both generic & descriptive.
8. I might go days, weeks or even months between needing such a service. Don't forget about me in the meantime and don't expect me to pay.
9. Online access to DETAILED tech notes about each job. Much more than just "removed virus". This is another area YOUR people would have to be excellent communicators above and beyond what is normal for techs.
I'm sure I could think of another 20 points if I had time, but maybe this will get you started.
