Technical Support Group Members As QA Outsourcing Service Participants

Technical Support Group Members As QA Outsourcing Service Participants

QA outsourcing is one of the most demandable quality assurance services as it is used to conduct independent assessment of software to be developed. This is the way to market a bit faster and increase customer satisfaction while meeting timeline and budget expectations.

Technical Support Group Members will answer questions from users of the product. The former are concerned at the thought how to reduce the cost related to the product maintenance and put the correct information of the quality in the technical guidelines. Therefore, the personnel of the group vehemently oppose each pending error, because just they will have to take the blame for what somebody did as nobody but them will be answerable to users for it. They insist on correcting all errors, resolving all problems, fixing all shortcomings in the original project and all documentation bugs / inaccuracies.

If the corrections are not made, the technical support specialists should know how to explain this situation to the users. Shortly before the release, when a program is already sufficiently stable the support group usually examines it together with the management group and writes a number of its own reports on the problem. These reports contain the issues that cause the greatest number of calls to be made by dissatisfied users or those who were unable to understand how to deal with the program. In general, users calls are among the most accurate and important indicators of the quality of the program. In addition, these cost the companies dearly – they have to spend significant amounts for them.

Therefore, if technical support group is greatly concerned about some drawbacks of the product, it is best to postpone its release for a little while or start to work on the next, corrected version of the program immediately after the current one goes on sale. If you understand that it is better to outsource qa rather than to hire local specialists to carry out QA analysis, you will significantly benefit from this choice.

The staff of technical support groups often attend the meeting on the revision of pending problems and insist on solving those which cause the greatest number of users calls. In many companies, their opinions matter much more than the arguments of the other employees, including that of the testers.
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