While you may not go as far as saying “the customer is always right,” service, support, and experience are still critical elements of business success.
Customer service representatives must be skilled in communication, problem-solving, and understanding customer needs.
Finding the right candidates can be challenging, though, especially for businesses that need seasonal staff or have high volume demands. That’s why many companies turn to customer service outsourcing.
This article will answer how and why you should outsource your customer service, explore 15 of the best customer service outsourcing companies, and provide some tips on choosing a perfect partner for your business.
What Is Customer Service Outsourcing?
Customer service outsourcing involves delegating your company’s customer service and support functions to an external agency or company.
These companies handle customer interactions on behalf of your business across all major channels, including:
- Phone calls
- Social media
They not only help manage high volumes of customer inquiries and complaints but also strive to ensure every interaction is handled professionally and positively to enhance customer loyalty and satisfaction.
Why Do Companies Outsource Their Customer Service?
Companies choose to outsource their customer support service for a variety of reasons:
- Cost savings: Outsourcing can be a more cost-effective option than maintaining an in-house customer support team, especially for small businesses or start-ups.
- Round-the-clock support: Some outsourcing companies have remote teams across the globe, allowing them to providing 24/7 customer support.
- Business focus: By outsourcing customer service functions, companies can focus more on their core business operations and growth.
- Expertise: Firms and agencies often specialize, employing professionals with extensive experience handling specific types of customer concerns—for example, software troubleshooting.
- Scalability: Outsourcing allows a company to easily scale its customer service operations up or down according to demand without the need for hiring or layoffs.
Any combination of these factors can create a compelling business case for outsourcing customer service. It can be especially effective for tasks like technical support, after-sales service, customer complaints management, and telemarketing.
Outsourcing helps businesses manage and improve customer experience without disturbing their core operations.
Best Customer Service Outsourcing Companies in 2024
Trying to navigate the world of customer service outsourcing companies can be intimidating. To make it easier for you, we’ve narrowed down the most effective options to consider in no particular order:
Distinguished by its multilingual expertise, WOW24-7 is an experienced player in the customer service outsourcing industry.
With more than 250 professionally trained customer support agents proficient in 18 different languages, it caters to a wide variety of industries.
Particularly noteworthy is the company’s experience in sectors like banking, healthcare, and fintech, where sensitive data handling is crucial. It adheres to top-tier privacy and security protocols, ensuring that customer data remains private and secure at all times.
A result of a merger between Sykes and Sitel Group, Foundever is a massive customer support outsourcing agency delivering outstanding customer experiences. Its comprehensive service offerings include customer care, technical support, sales and customer retention, collections, and back-office support, making it a one-stop solution for all customer service-related needs.
This company’s vast experience and wide array of services make it a formidable name in the customer service outsourcing industry.
Near is a comprehensive HR solution that takes care of the entire cycle, right from recruitment to payment of remote workers based in Latin America. We provide US businesses with a cost-effective yet high-quality and geographically close outsourcing option.
Our diverse selection of customer support professionals can also contribute to creating an inclusive and multicultural working environment, which can give you a competitive advantage in the marketplace.
Influx offers a range of affordable and flexible options tailored to fit the needs of various types of businesses. Its customer service solutions, such as “Support as a Service,” dedicated team plans, and custom plans, work on a subscription basis, providing companies with 24/7 support without the headaches of management and recruitment.
A US-based firm, Skycom combines both call center services and business process outsourcing.
Its wealth of experience across industries, including insurance, travel, retail, and e-commerce, equips it with the necessary insights and ability to cater to varied client requirements.
One of the largest business service companies globally, Teleperformance prides itself on its extensive and diverse workforce. Over 410,000 people proficient in more than 300 languages provide services such as customer service, digital automation, and AI.
The company leverages its global presence and expertise to deliver the highest level of customer satisfaction.
Helpware has a unique approach to outsourcing, which it calls “People as a Service.” It specializes in assisting disruptive tech start-ups by making it easier for them to scale and manage their customer service requirements as they grow.
Offering flexible, short-term contracts, PartnerHero is perfect for smaller businesses or start-ups that need great customer support service but are not ready for long-term commitments. The company offers CX and managed help-desk services on 30-day contracts.
Wing offers dedicated, live customer service representatives for businesses of all sizes. Its experienced customer service team ensures that every customer has a personalized service experience that lives up to your business’s standards.
With an emphasis on data security, SupportYourApp provides an omnichannel approach to customer service, meaning it aims to deliver a consistent, personalized customer experience across all communication channels.
Under the leadership of Daria Leshchenko—who is among Inc.com’s Female Founders 200—this company uses cutting-edge technology and industry best practices to ensure all customer queries are resolved effectively and efficiently.
An affordable, versatile BPO company, Pure Moderation customizes each solution to fit its client’s unique needs. With particular experience in online game community management, it can handle a wide range of customer service situations and demographics.
Helplama’s customer service model is a blend of the latest technology, including automation, AI, and skilled human operators. It provides a broad range of services, from customer support to data entry and over-the-phone order placement.
Specializing in providing virtual assistants, Back Office Betties is a great fit for law firms and other legal-industry companies. Its team aims to give peace of mind to busy clients by handling everything from answering calls to scheduling appointments.
Integra is a renowned call center with years of experience in customer support. The company employs a team of qualified agents who deliver excellent customer service, providing rapid responses to customer inquiries and resolving issues effectively.
Offering high-tech solutions for customer service, support, and customer experience, Ascensos is revolutionizing the industry. Its tailor-made and innovative solutions, referred to as “Generation CX,” provide a seamless and enhanced customer journey from start to end.
How To Choose the Best Customer Service Outsourcing Company for Your Business
Not every outsourcing company will be a perfect match for your business. If it has no experience in your industry or isn’t equipped to handle the volume of customer service requests you typically receive, it may not be the right fit.
Size and scope of your business
Consider the scale of your business and types of customer service requests you typically receive. If you’re smaller, a large firm dedicated to serving industry giants might not be the best fit for you.
On the opposite end, if your business is larger or rapidly expanding, you need a partner equipped to handle high volume. It’s essential to find a company that can adequately match your scope and scale.
Proven track record and reliability
Look for companies with a proven track record in your industry. This is beneficial because they will likely understand your business’s needs better and can deliver the required results.
Additionally, be sure to verify their reliability by looking for online reviews, testimonials, and feedback from their previous or current clients.
Quality of customer service
At the end of the day, the service quality provided is paramount. Studies show that companies that excel at customer experience grow revenues 4–8% more than their industry peers.
Your outsourcing partner should have skilled operators who can effectively manage customer issues and minimize conflict.
It’s also essential that they can reflect your brand’s value and ethos in their customer interactions, reiterating your commitment to customer satisfaction and loyalty.
Communication methods and response time
The outsourcing company should be capable of offering multiple channels of communication—such as phone calls, emails, live chat, and social media—to cater to customer preferences.
The company’s response time is another crucial factor to consider. Prompt responses indicate the company’s commitment to provide stellar service.
Pricing structure and terms of agreement
Ensure you understand the outsourcing company’s pricing structure. Some companies may charge a flat monthly fee, while others may charge per customer interaction.
Read the terms of the agreement carefully to understand what the package includes and excludes. Also, consider the duration of the contract and the termination policies—you don’t want to be locked in for a year with a company that can’t meet your needs.
Choosing a customer service outsourcing company is about finding a partner that will not only handle your customer interactions professionally but also integrate seamlessly with your business culture and values.
However, while outsourcing may grant you access to an experienced, diversified workforce at reduced costs, it should not completely replace an in-house team. A blend of both can often be the most effective approach, providing balance and ensuring that your business retains a core, internal knowledge base.
By leveraging a massive talent pool of professionals based in Latin America, Near can offer the best of both worlds: affordable, outsourced customer service professionals who work directly with your internal team and act as an extension of it.
To learn more about how you can scale your customer service while keeping customer satisfaction levels high, book a no-commitment remote recruiting consultation with Near today.