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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.
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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.
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top 10 call center outsourcing companies in 2023 if you re looking to improve
customer experience or optimize your operations
it s worth considering options beyond your own company today outsourcing customer support to one of the top call
center written by alexei piskunov wednesday apr 05 table of contents if you re looking to improve customer experience or optimize
your operations it s worth considering options beyond your own company today
outsourcing customer support to one of the top call center outsourcing companies is definitely a smart business decision if you
want to avoid all trials and tribulations of running an in-house
call center this solution can be a budget-friendly way to handle
customer concerns while significantly improving
the level of customer satisfaction let s have a look at those bpo companies
that take the top positions in the industry discuss what makes
them stand out and go through the main tips for choosing the right call center
why outsourcing a call center creating a positive customer experience is
the main priority for most companies with so many competitors
offering similar products and services in today s marketplace it can be challenging for any particular organization to stand out and attract new customers additionally
modern customers are ready to pay more if they receive an outstanding experience offering excellent customer support services can give a
business an edge over competitors by boosting customer retention and generating positive
reviews ultimately driving profits conversely a poor customer experience can lead to
customer loss and negative reviews which can harm a business
choosing the best call centers for your business guarantees increased customer satisfaction streamlined operations and enhanced growth making it a crucial factor in achieving
success in today s competitive market us call center outsourcing companies top list 1 helpware helpware
is a leading customer support provider with headquarters based in the usa with call centers spread across four continents
the core areas of expertise include a wide range of
bpo services such as omnichannel customer support technical support it support content moderation data annotation data entry helpdesk back-office support etc since helpware positions itself as a reliable outsourcing partner for both startups
and big enterprises there are companies of different
sizes among the clientele ranging from small
firms to renowned brands at helpware people come first and it
pays off the needs of employees are the main priority and it shows in their work as they provide exceptional service pros applying a customized approach
to recruiting and training dedicated agents offering exceptional expertise in all kinds
of customer support tailoring packages to cater to the specific
needs of different businesses 2 xact xact is a highly flexible outsourced
call center based in orlando florida catering to businesses of different sizes they specialize in providing technical support and customer support services to businesses operating across diverse industries including property management e-commerce tourism healthcare hospitality and fintech xact has
partnered with nice incontact since 2005 leveraging their cloud-based contact center toolkit to ensure
the utmost data security for their clients pros providing a
personalized 24 7 telephone answering service ensuring service continuity through their fail-safe automatic
transfer switches ats which seamlessly switch to an alternate power source during power outages 3 wing assistant
the wing assistant is revolutionizing the process of
recruiting remote workers on a global scale this innovative outsourced
call center provides a fully-managed virtual assistant experience that helps entrepreneurs and small and medium-sized businesses scale by delegating laborious and
time-consuming tasks to dedicated customer service professionals for
a fixed monthly cost they offer outbound call center outsource solutions that are affordable
and enable businesses to level up and enhance their customer
service and technical support and boost their sales pros a dedicated client success manager to assist you in achieving your unique business goals and overcoming challenges a
diverse range of managed outsourcing services
including back-office support and staffing solutions with great potential in addition to call
centers 4 triniter triniter is a renowned figure
in the bpo industry with a global presence spanning the
united states the philippines and india this american call center has established itself as the
preferred outsourcing provider for inbound and
outbound call center solutions sought after by major corporations pros a decade-long track record of providing customer support across more than 30 domains
24 7 customer support with an impressive 98 9 positive feedback rate 5 tmp direct for over 34 years tmp has been providing bpo services advocating for clients brands
and ensuring excellence through its team with a
global presence tmp direct manages connections and relationships across various industries they
offer custom end-to-end solutions including crm tools it infrastructure fulfillment and telecom platforms
adapting to the evolving cx landscape they handle various communication channels from
inbound and outbound calls and chats to social media and
personalized correspondence pros providing an in-house
it development team that eliminates the need for multiple vendors 6 answerforce
this is proud of being on the list of five star call centers providing a range of professional call and chat answering services virtual
reception services appointment scheduling and more answerforce
has experienced call center agents at its
disposal that are available round-the-clock to handle inbound and outbound calls and live chat support and conduct customer
surveys in a professional manner this american call center works
mainly with small and middle businesses covering such industries as
home service restoration plumbing and electrical pros offering customized solutions to meet
the specific needs of clients within particular industries which allows
answerforce to provide highly tailored and effective services to their clients integrating with the
client s workflow software this enables businesses to manage their customer interactions efficiently
without having to switch between multiple platforms 7 fusion bpo services fusion bpo services group is a company with huge experience
more than 33 years in the industry and offers voice services and other solutions to more than 250
businesses worldwide however what makes this
provider stand out is its unique locations in addition to popular bpo destinations like the united states india and the
philippines the company has offices in pretty
exotic countries like el salvador jamaica morocco and colombia with 22 locations in 10 countries fusion is capable of delivering call center services in over 40 languages pros by strategically locating its offices around the
globe this company is able to offer 24 7 customer support across multiple time zones making
it easy for customers to get the help they need whenever they need it a diverse
workforce and multilingual capabilities enable them to provide support in various languages making their services accessible to a wide range of customers the outsourced customer service of this provider is reasonably priced that
varies depending on the expected amount of calls and service
level you may require 8 supportyourapp supportyourapp is
an outsourced customer support company with a multinational
team that provides inbound and outbound services and back-office customer support for innovative software and hardware companies they have received numerous awards for providing
exceptional customer experiences but their commitment to quality and security is paramount supportyourapp is
pci dss compliant and adheres to the general data
protection regulation gdpr pros ensuring the highest data security standards and preventing any data leaks they take
great care in protecting sensitive information and clients can trust that their data is safe streamlining the
integration process with the help of their dedicated
integration department providing their clients with a crm
solution that integrates incoming calls chats and emails into one system and implementing ai solutions to the chats
which many small businesses find appealing 9 vcall global vcall global is a
provider of innovative service solutions
to different businesses across various industries they offer a range of services including customer service tech support back-office solutions interactive voice response ivr services
telecom billing solutions and software development solutions using advanced technology and infrastructure they offer common services through multiple
channels vcall global is the preferred choice for businesses
seeking a perfect blend of flexibility and quality in their services pros adhering to turnaround times ensuring that clients receive their services in a timely and efficient manner empowering their call centers with a robust
cisco network which enables vcall global to offer seamless uninterrupted service to clients regardless of their location or the complexity of their needs providing enhanced security
features that protect client data and information ensuring that their privacy is always maintained
10 call masters bpo the company provides inbound and outbound
call center services as well as remote administrative solutions such as data entry appointment setting reservation services
etc their streamlined workflow and marketing automation ensure that important
phone calls are never missed with their expertise and dedication they
can help businesses resolve customer queries acquire leads and enhance administrative business processes too
pros enabling businesses to easily scale up or down based on demand and their remote employees to work in split
shifts due to their cloud-based virtual call
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