Where I work (about 4000 employees and it is a medical institution, so the cow-werkers are as dumb as toast regarding computers) when you call the help desk, you get an automated message that asks you to: press 1 for password resets, 2 for all other problems, 3 for system status and 4 to hear a duck quack. This should be much cheaper than routing those calls to your outsourcing firm and still allow you to retain some control over restricting your users.
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Where I work (about 4000 employees and it is a medical institution, so the cow-werkers are as dumb as toast regarding computers) when you call the help desk, you get an automated message that asks you to: press 1 for password resets, 2 for all other problems, 3 for system status and 4 to hear a duck quack. This should be much cheaper than routing those calls to your outsourcing firm and still allow you to retain some control over restricting your users.