1. Reduce operating costs Instead of paying per full-time employee (FTE), as most technical support operations operate today, outsourcing pricing models offer "pay per ticket", eliminating costly and underutilized human resources. When outsourced, there is no cost to train service representatives, purchase and implement software systems, office space, or equipment and infrastructure to make it all work. 2. Reduce volumes Outsourced technical support focuses on reducing the volume of support tickets through automation, self-service tools, and predictive demand forecasting, as well as identifying relevant training needs for users. 3. Improve response times The subcontractor is responsible for responding to specific service levels for ticket response and resolution, among others. Each ticket is tracked and measured, and when SLAs are not met, correction plans are implemented immediately. The subcontractor is responsible for implementing SLAs to avoid fines and is encouraged to...