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• Helpware Monday, 25 May 2015

  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.