When to know if a technical support BPO is profitable

In 2025, the global IT services and technical support outsourcing market continues to grow strongly. According to Business Research Insights, the overall global outsourcing market value will reach approximately $6.727 billion in 2024 and is projected to grow by 8.5%, reaching an estimated $13.182 billion by 2033.

According to Deloitte’s global outsourcing survey, around 70% of companies recognize that outsourcing their IT services is more cost-effective than maintaining in-house staff, especially in SMEs and growing companies. Furthermore, it has been documented that organizations save between 25% and 45 % in costs and increase operational efficiency between 45% and 65 % by working with managed service providers.

The Deloitte 2023 Report reveals that, for many, the main benefit of outsourcing is focusing on their core business (65%) and reducing costs (63%). Meanwhile, the IAOP association highlights that the average savings range from 15% to 30%. Some companies even report savings of up to 70% on internal IT operating costs, depending on the provider and region.

All of the above figures are just an indication of the benefits of outsourcing in today’s market, but when do you know if your company is really ready to benefit from a BPO ?

Internal signs that you should outsource your technical support

Before outsourcing, it is important to evaluate specific indicators:

1. Shortage of specialized personnel

If you struggle to find enough qualified technical staff or have high turnover in IT roles, this creates operational risks. Outsourcing provides immediate access to skilled talent without the need for internal hiring or training.

2. High infrastructure and salary costs

Maintaining an in-house team requires investing in infrastructure, licenses, training, and salaries, even during off-peak seasons. Outsourcing converts these fixed costs into variable costs based on actual consumption.

3. Demand spikes or rapid growth

If your technical support needs to adapt to fluctuations (launches, promotions, usage peaks), an outsourced solution offers 24/7 scalability without a permanent contract.

4. Customer dissatisfaction with response times

A provider’s responsiveness is critical. If your customers complain of long wait times or poor resolution on first contact, it may be time to review your service model.

5. Need for multi-channel and multi-language support

Today’s CX (customer experience) expectations include support via chat, email, social media, WhatsApp, phone, and in multiple languages. If you don’t cover this professionally, you lose competitiveness.

6. Regulatory requirements, safety and quality

Outsourcing requires you to choose providers with high standards: ISO 9001 (quality) certification, ISO/IEC 27001 (security) certification, and compliance with regulations such as GDPR or PCI DSS, depending on the industry.

If your business only has one of these issues, it’s important to consider hiring a company that can help you resolve them.

In other words, outsourcing technical support makes sense when:

• There is no in-house technical staff with experience.
• It is necessary to scale quickly without hiring directly.
• You want to reduce costs by 25% to 45% , improve efficiency, and focus on your core business.
• You need 24/7 multi-channel, bilingual support with real-time KPI reporting.
• You must comply with quality (ISO 9001) and safety (ISO/IEC 27001) standards.
• You’re looking for a nearshore partner for aligned response times and cultural affinity.

What does CallFasst offer as a technical support BPO?

Consolidated infrastructure

CallFasst operates service centers in Mexico with more than 1,300 operational positions and a workforce of more than 1,500 employees capable of handling up to 3.5 million interactions per month , ensuring capacity for peak demand.

If you operate in different time zones or need to offer bilingual support

CallFasst offers 24/7 support in English and Spanish with efficient coordination thanks to its nearshore location.

If you manage sensitive systems and need security certification

Working with an ISO/IEC 27001-certified supplier minimizes the risk of legal compliance or data breaches.

Additional elements to consider when outsourcing

We’ve mentioned this before, but it doesn’t hurt to remind you of a brief checklist of elements before hiring a BPO for technical support or customer service.

• Look for references, reviews, and relevant success stories.
• Value their experience in your industry or the specific technology you use.
• Make sure they can be integrated with your systems (CRM, ticketing , technical tools).

Service Level Agreement ( SLA )

Must include:

• Maximum response times.
• 24/7 availability.
• Minimum FCR (first call resolution).
• Periodic reports.
• Clear penalties for non-compliance.

CallFasst provides customizable, periodic dashboards and reports for each client, aligned with key metrics your business needs.

Security assessment and cultural alignment

• Requires verification of privacy, encryption, and access control protocols.
• Evaluate whether your team understands your culture and processes. CallFasst offers ongoing training and specialized coaching based on your industry.

Practical recommendations for moving forward

1. Gather your current metrics: request volume, response times, FCR , support costs.
2. Identify key gaps: insufficient support, dissatisfied customers, high internal turnover.
3. Request a quote from the BPO based on your current or projected volumes.
4. Compare the current cost (salaries, infrastructure, licenses) with the proposal offered by outsourcing .
5. Design a pilot plan or trial period with well-defined SLAs (service level agreements).
6. Continuously evaluate: resolution rate, customer satisfaction, operational efficiency and total cost.

Outsourcing technical support isn’t a fad or a minor decision: it’s a key business strategy when looking to optimize costs, improve customer experience, scale operations quickly, and ensure operational continuity without overwhelming your internal team.

CallFasst represents a solid option: it combines real operational capacity, technical support experience, formal certifications, continuous and multi-channel operation, with a flexible model that adapts to the actual volume of interactions.

Before deciding, review your own metrics, compare your current costs with outsourcing models , and make sure you choose a provider aligned with your culture, your needs, and your customers. Because outsourcing isn’t about giving up control: it’s about choosing a partner who can help you do it better.