An increasing number of companies today find their HR or training departments having to do front line level 1 LMS support for their internal learning communities. A few questions come to mind:

• Are they prepared?
• Do they have the right resources?
• Do training coordinators have time to take password reset requests?
• Many of the large LMS offer expensive Level 1 call support, but when does it make sense to consider bringing in an outside company to help out?
• Most training groups will have a person available to answer questions, but this is not their specialty and they usually have other responsibilities.

In large organizations the IT department will often have to support users via the Help Desk.  But IT personnel don’t usually know about training so questions have to be escalated to the training department anyway.

So when does it make sense to outsource LMS support? We know that there are peaks and valleys for call volumes, so often full-time staffing is the wrong answer, since it results in either not enough staffers to handle peak call times or excess staffers during low-volume times.

Moving to an outsource model to support your LMS by support specialists who understand Learning Management Systems and user needs simply makes sense.

At MindMuze, more and more of our clients are moving to this model of support. It can be done based upon a per-call cost or a fixed monthly rate depending on call volumes. At the end of the day, if you want to concentrate on creating great learning without using up time and resources for supporting your LMS then outsourcing support may be something to consider.

Contact us to learn more or go to bvirtualinc.com