Editing Technical support (section)

==Outsourcing tech support==
With the increasing use of technology in modern times, there is a growing requirement to provide technical support. Many organizations locate their technical support departments or [[call centers]] in countries or regions with lower costs. [[Dell]] was amongst the first companies to outsource their technical support and customer service departments to India in 2001.<ref>[https://www.nbcnews.com/id/wbna4853511 Dell moves outsourced jobs back to U.S. shores]</ref>  There has also been a growth in companies specializing in providing technical support to other organizations. These are often referred to as MSPs (Managed Service Providers).<ref>{{cite web|url=http://www.greatvoiceco.com/wp_maggiek.html |title=Call Centre Trends |access-date=2008-05-02 |last=Berkley |first=Susan |author2=Maggie Klenke  |work=The Great Voice Company }}</ref>

For businesses needing to provide technical support, [[outsourcing]] allows them to maintain high availability of service. Such need may result from peaks in call volumes during the day, periods of high activity due to the introduction of new products or maintenance service packs, or the requirement to provide customers with a high level of service at a low cost to the business. For businesses needing technical support assets, [[outsourcing]] enables their core employees to focus more on their work in order to maintain productivity.<ref name= perkins>{{cite web | author= Perkins, Bart | url=http://www.computerworld.com/printthis/2004/0,4814,97239,00.html | title= Outsourcing: First Ask Why?| date= 2004-11-08| work= [[Computerworld]] Management |access-date= 2008-05-06 }}</ref>  It also enables them to utilize specialized personnel whose technical [[knowledge base]] and experience may exceed the scope of the business, thus providing a higher level of technical support to their employees.