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Procurement Market Intelligence Report

Technical Support & Help Desk Services
Sourcing Guide & Market Trends

Comprehensive intelligence for making smart purchasing decisions

Learn about actual and potential costs

How much should I pay for Technical Support & Help Desk Services?

What is the average price of Technical Support & Help Desk Services?

This procurement report includes pricing information to help you purchase Technical Support & Help Desk Services. Our analysts provide a benchmark price and a price range based on key pricing factors to help you understand what you should be paying for this specific product or service. To see the average price for this and hundreds of other products and services, subscribe to ProcurementIQ.

Has the price of Technical Support & Help Desk Services been rising or falling?

Analysts look at market data from the previous three years to determine an overall price trend. You can use the recent price trends to help you understand price volatility and plan your budget.

I’m not ready to purchase Technical Support & Help Desk Services yet. Will I pay more if I wait too long?

We forecast the next three years of price movements by looking at factors likely to affect the market's supply chain, such as inputs, demand and competition. You can then use the price forecast to figure out the best time to purchase.

What other costs are associated with purchasing Technical Support & Help Desk Services?

Our analysts calculate the total cost of ownership and assign a level of low, moderate or high, depending on things like customization, integration and installation. Use this information to budget for Technical Support & Help Desk Services with a reduced risk of unexpected costs.

See how we display average pricing information, trends and market data.

Find the vendor to meet your needs

Where can I purchase ?

Fortunately for buyers, there is a low level of market share concentration among the 3,800 suppliers in the market. Specifically, the top four suppliers collectively account for less than 30.0% of total market revenue. This low level of concentration is mainly due to the market's low barriers to entry. Technical... Subscribe to learn more.

Questions to ask potential suppliers

How can I gain leverage during negotiations?


What measures do you take to maintain the privacy of sensitive calls?

Has there ever been a security breach related to calls processed in any of your facilities?

What are your policies related to managing privacy issues should they arise?

Do you offer any form of guarantee or assurance against breaches of privacy?

Customer Service

What do you do to track customer satisfaction between the businesses contracting you and their customers?

What is the rate of contract renewal or recurring business among your customers?

How often do you seek feedback, and in what ways is it implemented?

How many clients does each account manager look after?


For how long have you been providing technical support and help desk services?

On average, how many years of experience does your staff have in this field? How does that measure up to the market average?

What measures do you take to keep staff qualifications up to date?

What is your on-the-job training process? For how long are employees trained prior to speaking with customers?

Additional Services

What value-added services do you provide?

Are you capable of supporting a global implementation? Do you support foreign languages? If so, which ones?

Are there discounts for bundling services?

What is the largest service by revenue that your company provides?

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Key elements for every RFP

What should my RFP include?

Project Budget

Buyers should specify their budget for technical support and help desk services, if possible.

Buyers should define payment schedules and methods.

Buyers should request a detailed cost breakdown.

Buyers can reference the Benchmark Price and Total Cost of Ownership sections of this report for assistance in creating a budget.

Selection Criteria

Buyers should consider vendors with the capacity to properly service their call volumes.

Buyers should review the effectiveness of the vendors solution, as evidenced by KPIs.

Buyers should evaluate providers based on the estimated cost of services.

Buyers should evaluate references.

For additional details about selection criteria, buyers should reference the Buying-Decision Scorecard section of this report.

Project Schedule

Buyers should outline when proposals must be submitted.

Buyers should communicate to prospective suppliers when bid awards will be posted.

Buyers should outline the duration and terms of the contract and cancellation policy.

Evaluate major factors to mitigate risk

How risky is the supply chain?

The risk of input price shocks or discontinuity for technical support services due to supply chain problems is low. Vendors require few inputs (e.g. computers, telephones, etc.) to provide support services. The suppliers that provide these goods include computer manufacturers, communication equipment manufacturers and telecommunications networking equipment manufacturers. None of... Subscribe to learn more.