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posted by Helpware
Top 10 Customer Support Outsourcing Companies in 2023 | Helpware
Outsourcing customer support is a great way to provide affordable
but reliable service to your clients. Whether for voice or non-voice applications, there
are plenty of excellent customer support...
Written by Dana Mahoney
Sunday, Jan 22
Table of Contents
Outsourcing customer support is a great way to provide affordable
but reliable service to your clients. Whether for voice or non-voice applications, there are plenty of excellent customer support outsourcing
companies that fit every requirement.
But then again, why even think about outsourcing?
Isn’t local talent good enough to provide the service needed by a company’s customers?
Plus, wouldn’t it be a disservice to customers if a company farms out its frontline operations to contractors?
What Is Customer Support Outsourcing?
By now, the best customer service companies should know the value of
customer support and why it’s an essential cog in an organization. Like sales and marketing, customer service should already
be in play during a company’s first day, as they are the group
that comes into direct contact with clients.
The main goal of customer support is to keep customers happy by attending to their needs and responding to their questions.
However, it’s also a way to instill loyalty and
generate additional sales. To do so, an outsourcing company must have its
support team available whenever the customer needs it. Outsourcing
customer support allows companies to maintain an around-the-clock service team managed by industry veterans and experts.
Advantages of Customer Support Outsourcing
Admittedly, not all company startups have leaders who
are experts in every facet of their operations. Given their
many responsibilities, many startup founders accept that they
can’t do everything themselves. Non-core competencies such as customer service can benefit from outsourcing.
Turning the service over to competent experts lets companies benefit
from a bigger source of talent from all over the world.
At the same time, companies that outsource customer support
enjoy reduced payroll without sacrificing service quality.
Other benefits of outsourcing include:
More Opportunities to Grow the Business
By assigning customer support to expert outsourcing service providers, leaders
can instead turn to scaling the business. Overseeing the
day-to-day operations can already take much of management’s time, and customer support is equally demanding.
To help executives focus on the big picture, they’ll need
to partner with the best service companies that know what
they’re doing.
Enhance Customer Experience
Given the opportunity to communicate and interact with customer service,
many customers will express their satisfaction in getting their
voices heard. If customer service companies and their team address customers’ issues in a satisfactory way, they’re
more than likely to remain customers.
A pleasant customer experience will almost always lead to longer retention and a
significantly higher customer lifetime value (CLV).
This isn’t to say a stellar customer experience is only possible through outsourcing.
Rather, the chances of improving customer satisfaction come with
a continuous and consistent level of service. Providing a highly specialized, dedicated team of professionals from day one is
a great way to achieve this quickly.
Top 10 Customer Support Outsourcing Companies
We’ve narrowed down the list of companies with great customer service to the top 10 most prominent ones in 2022.
We’ll also provide a brief description and highlight the main strong
points of each outsourcing company.
1. Helpware
Helpware started in 2015 with the initial goal of providing support to startup companies.
Over the years, the company has grown big and is confident
enough to provide both enterprise and small business customer service outsourcing
solutions.
Providing back office, technical, and customer support, Helpware specializes in assisting companies in various support areas.
This includes Omnichannel Customer Support, Technical
& IT Support, Content Moderation, CX Consulting Services, Back Office Support,
Data Labeling, Digital Marketing Solutions, and Cyber Security.
The company provides only dedicated agents, in-house training, and
equipment to help its clients boost their productivity from day
one. Now it’s one of the top customer service companies in the US
and European markets with numerous awards and positive reviews
from satisfied clients on Clutch and other reputable platforms.
Helpware’s people-focused culture seems
very attractive to businesses sharing the same philosophy.
Pros:
Shows outstanding flexibility when providing for clients’ specific
needs. This means its support can scale along with your company’s
growth.
Offers turn-key solutions, so you don’t have to look for either option separately.
Helpware’s focused on developing its people and their skills and it pays
off handsomely, especially in customer support outsourcing contracts.
Some global brands are happy to have their customer support outsourced
to Helpware.
2. Sykes
U.S.-based Sykes is one of the pioneers of the BPO industry.
Established in 1995, the company trailblazed its way
to the top and was one of the first BPOs to open multiple locations.
In 2021, the Sitel Group acquired Sykes to widen its reach
and increase its capacity.
Sykes is one of the top 10 service companies and leading service providers of demand generation and customer engagement services, with clients included in the top 2000 companies worldwide.
At the core of Sykes’ business are its staple services: outsourcing, customer experience, service
to sales, digital transformation, and brand extension.
Pros:
Sykes maintains a pool of service agents from
its clients’ home countries.
The company is well-versed in matters concerning data privacy.
Specifically, Sykes follows various privacy guidelines, including HIPAA compliance
and Payment Card Industry (PCI) data security certification.
3. Ascensos
Founded in 2013 in the UK, Ascensos is one of those outsourced customer service companies that wanted to change the
customer experience by applying a personal touch to customer care.
The company is now Europe’s number-one customer support outsourcing company, providing bespoke
customer experience solutions to clients around the
world. In addition, its contact center operation locations include the UK, Romania, Turkey, and South Africa.
Pros:
Ascensos is more nearshore than an offshore support center, so location and time zone differences aren’t as pronounced as operations in Asia and South America.
Companies that outsource customer service to Ascensos value
the fact that it supports diversity and inclusivity among staff while focusing on promoting happiness as a key asset among its workforce.
Although there aren’t any published pricing rates, instead, Ascensos will individually respond to requests for quotes, the prices of this outsourcing customer service company are more than affordable.
4. Teleperformance
With more than 40 years of experience in the BPO industry,
Teleperformance is an established leader in solution design, business optimization strategies, and front-office customer support.
It also offers back-office services such as finance and accounting, collections, and technical support.
Pros:
Teleperformance is a truly global service provider.
It operates in 80 countries and employs more than 330,000
agents speaking over 265 languages and deservedly belongs
to a league of good customer service companies. You won’t find it
difficult to get support in the language and location you require.
Clients also appreciate the company’s expertise in providing omnichannel solutions.
5. VXI
VXI Global Solutions is one of those outsourcing agencies that offer customer care and
customer experience (CX) solutions to some of today’s
major global brands. In addition, the company offers contact center and BPO services, omnichannel and multilingual support, software development, CX innovation, quality assurance (QA), and
infrastructure outsourcing. VXI employs more than 35,000
workers in 43 countries throughout North America, Asia, Europe, and the Caribbean.
The company also prides itself on its ability to help clients resolve major CX and employee
experience (EX) pain points and take their customer
service systems to the next level. Like any modern BPO, VXI
employs omnichannel support services to enhance communication coverage for clients.
Also, VXI provides additional analytics and insights generation services so clients
can learn as they go.
Pros:
High CX expertise leads to enhanced customer and employee experience.
VXI displays an uncanny ability to scale up or down to fit its client’s capabilities.
6. InfluX
In its quest to build the world’s first remote-only CX
team, InfluX managed to recruit employees from more than 120 cities worldwide.
This strategy also lets them provide 24-hour customer support outsourcing solutions within the client’s time zone.
In addition, InfluX creates specialized customer experiences that reflect the client’s vision,
voice, and values.
Pros:
Less dependence on automation and more on human interaction make for a better customer experience.
Having employees in every time zone solves the
common offshore problem of mismatched time schedules between clients and outsourcing companies.
Pay-as-go pricing may be attractive to some clients who prefer flexible packages.
7. Skycom
Skycom is also on the list of nearshore outsourcing companies that
specialize in multi-continent support services. The company employs
native English contact center agents with experience in multiple industries.
Skycom also offers a full range of services, including business process
outsourcing, telemarketing and sales, customer support, and healthcare.
With more than 15 years of experience, Skycom also employs
over 2,000 workers assigned to 35 clients in five countries.
Pros:
Nearshore operations mean fewer problems dealing with time
zone and distance differences.
Skycom covers a wide range of industries, including healthcare,
travel, utilities, IT, finance, retail, and telecommunications.
8. Integra
Integra’s differentiator is its focus on training
its workforce in customer psychology. This means company-provided support agents are more sensitive
in detecting changes in the customer’s voice or tone.
As a result, they can respond to these changes to defuse any
tension and lead the customer into a more positive mindset.
Starting with four employees in 2004, Integra currently employs more than 1,400 workers stationed across four countries.
It handles customer service duties over the
phone, email, live chat, or social media.
Pros:
Integra offers some of the most cost-effective solutions in the industry.
Sales psychology is also an incredible asset to have if you work in a customer
support outsourcing company.
9. Telus
Telus International is one of the world’s leading digital CX innovators.
In particular, it designs and produces next-generation digital solutions for brands all over the world.
This is one of the Canadian top IT outsourcing companies that provide IT services and multilingual customer service to industries such as technology, media, communications, eCommerce, financial technology, travel, hospitality, automotive, healthcare, and games.
Pros:
Telus International is a premium multilingual contact center.
It is one of those IT support outsourcing companies that
offer top-tier customer support services in various countries and more than 50 languages.
Telus is famous among IT services outsourcing companies for organizing an annual charitable initiative called “Telus
Days of Giving.” In particular, the company taps
225,000 volunteers from its offices to complete various service projects across its
many host countries.
10. Arise
Arise is a 25-year-old United States-based company that specializes in providing support outsourcing services across the USA.
It employs more than 60,000 remote agents in the
U.S., Canada, and the United Kingdom. Unlike a traditional BPO,
Arise utilizes a network of service partners to provide the
needed customer service experiences. In addition, the Arise Platform helps companies lower expenses.
As a result, Arise clients report an average 25% reduction in contact center service total costs, which is why
clients want to outsource customer service small business really needs.
Pros:
Arise deploys a tiered security approach in its communications
with clients. This ensures they preserve the confidentiality of documents or files sent
over. It also means Arise conforms to widely accepted data privacy regulations such
as HIPAA, CCPA, and others.
Arise also focuses its employment on local talent,
hiring residents of the U.S., UK, and Canada. This means stable employment for the company and an easier method of hiring or replacing
staff members.
Choose the Best Outsourcing Companies That Fit Your Needs
Deciding which outsourcing providers to contact for your customer support outsourcing
needs? Perform the necessary research before settling
on your choice. For instance, some customer
service outsource companies on our list might command a pricing structure higher than what your budget holds.
In addition, consider your company’s specific requirements
and areas for improvement. Do you need a customer support team focused on CX?
Or, do you prefer having sales psychology-trained outbound callers who can close deals?
Finally, does the appeal of higher-cost nearshoring resonate better
than offshore talents a few time zones away?
No one-size-fits-all solution exists when it comes to customer support outsourcing.
However, if you want a highly flexible and secure customer service solution that utilizes modern technology
throughout the various stages, try the best companies for customer service.
These largest outsourcing companies not only supply the best talent, but also the
best equipment and training to prepare them.
Wednesday, 20 September 2023 08:06
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