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  • Helpware Helpware Wednesday, 20 September 2023 05:32

    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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