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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.
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.
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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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