Internet service providers are having a tough time retaining customers as more and more companies have entered the ISP market as service provides.

To retain a customer today an ISP has to make sure that he gives the right kind of service at the best possible rates. And with the increasing costs it becomes a bit difficult to do all this and maintain a low cost at the same time. This is why most ISP’s outsource their back office operations like technical support to off-shore destinations.

Most ISP’s find maintaining an in-house technical support help desk a costly affair as this involves recruiting and training skilled labor, managing a separate department, increased HR responsibilities etc. Even after doing all this, the prospect of providing a service 24/7 is very difficult. By outsourcing their technical support services to cheap [off-shore] destinations like India the ISP can get huge cost cuts and also get the highly skilled labor. In addition the customers get a 24/7 service at a very cheap cost. Most ISP outsource their technical support/customer support services that include telephone, email and chat support, dial up maintenance services, customer database management and telemarketing to offshore destinations.

There are so many Offshore outsourcing companies in India who provide services to ISPs. Most of these are it outsourcing companies who have the expertise to provide even high end services. Graphs of outsourcing statistics suggest that ISP outsourcing services can increase two fold in the years to come.

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