In this episode of the Infinite Scale podcast, host James Vickery and guest Rosie, the head of customer success at Benchmark 365, discuss several key topics relevant to managed service providers (MSPs) considering onboarding with an outsourced help desk. The conversation covers the importance of dedicating the right amount of time to the onboarding process, selecting the right customers for a smooth transition, the significance of having dedicated and accountable personnel from the MSP to oversee the engagement, and the need for strong collaboration between the MSP and the outsourced provider. They also touch on managing the volume of work sent to the help desk to ensure quality service, ways to build a good relationship and integrate the outsourced team with the MSP's operations, and the critical aspect of preparing for growth and scaling post-onboarding. Rosie emphasizes not being afraid to engage with an outsourced provider and the importance of trusting the process to achieve the desired growth and efficiency for the MSP. James concludes by inviting listeners to reach out with questions or suggestions for the podcast and highlights Benchmark 365's readiness to assist MSPs interested in their services.
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