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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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what is a cto as a service cto as a service caas stands for the
business advisory and technical implementation services provided
by a chief technology officer for a startup a cto is an executive that
meets a startup s technical needs and also coordinates its research and development
he or she assesses both the short and long-term requirements of your business and leverages investment
to enable your startup to achieve its objective the cto reports to the chief information officer
cio and in some cases the chief executive officer ceo or the founder companies that don t have a cto or lack the knowledge of
how to hire one can outsource the advisory and
responsibilities of a cto to an external expert while the concept of cto as a service might still be new it is fast gaining momentum
what are the benefits of cto as a service one of the
notable benefits of cto as a service is that you only pay
for the services you enjoy this is more like software as a service saas or platform as a service paas where you pay for cloud facilities you use your startup might not have
the financial capability to bear the cost of hiring a
full-time cto even if you do it makes a
whole lot of sense to minimize cost and maximize your profitability
by outsourcing your cto roles cto as a service what are the types of cto services cto types depend on the functions and the collaboration you expect from a cto complex and technical functions will
require a full-time in-house cto while consulting and advisory services can necessitate hiring a part-time external cto
nevertheless we can break cto services into five types
full-time internal cto services one-time cto services full-time internal services a full-time internal cto services
include technical and business support a full-time cto also offers
full-time support in the aspects of business development
planning and soft-skills management however you should
know that going for this option will attract extra expenses for your startup for
instance office rent hr expenses and miscellaneous expenses will be borne
by you full-time offshore services outsourcing to a full-time offshore cto affords you
the privilege of a full-time collaboration while you still pay the
budget cto salaries in this case a specialist becomes an in-house expert with
about 40 hours worked per week remotely part-time offshore or fractional cto services the cto in this
category works the expected and agreed hours in the contract this option helps you evaluate what services are needed and the time it will take to complete them since it is cost-saving
this option is the best when it comes to collaborating with an external cto one-time cto services
this option is suitable for projectized companies the cto focuses on specific duties and processes specialists in the category are employed
to troubleshoot technical areas or perform an audit interim cto services an interim cto is a technical expert
hired to temporarily collaborate with a full-time internal cto and other c-level executives on some technical and business responsibilities the main aim of employing an interim cto is to
help you invigorate your technology and processes and to assist your team in driving digital transformation cto services by startup growth stage every startup needs
a cto to manage the technical aspect of the business it is
therefore important to define the roles and functions they
perform by startup growth stages prototype the prototype stage or the proof
of concept poc is a phase in your startup s growth where
you conduct a test to validate your idea or product to know
how feasible it is for commercialization the role of a
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have brilliant ideas but lack execution if you fall into this category you only need
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some of the responsibilities expected from a cto in this phase
include architecture development save cost several
startups need the services of a cto since they cannot employ a full-time
it is cost-efficient to hire a part-time cto you will enjoy all the services you need at a budget price pay-per-use
you don t incur additional expenses when collaborating with an external cto you
only pay for the service rendered this is not so in the case of an in-house cto where you bear all expenses access a large talent pool outsourcing
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cto also saves you development expenses independency
improved agility while you can build your business using a trial-and-error approach
to run your business you might be signing up for a long trip the input
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phone support reaching out to outsourced tech support via phone
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setting up new devices to troubleshooting software problems video support customers are often more satisfied when they can see the
person they are talking to and video technical support makes this possible outsourced tech support agents can now engage with visitors desktop or mobile app screens to provide more
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desk helps the support team resolve issues quickly and efficiently without
accumulating tickets as a result we can ensure
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providing technical support chatbots are
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has always been advancing and speeding up and here at helpware we always keep track of current innovations we offer outsourced technical
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as quickly and efficiently as possible all tiers of technical support are covered by outsourcing your technical support to us you can be sure that all levels of support will be covered from
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and prompt assistance faq what is technical support outsourcing technical support outsourcing is the act of hiring a third party to do your technical support for
you it can be done using different channels like live chat phone support email support and
others should i outsource tech support technical support outsourcing is a
popular solution for businesses of all sizes as it can be both cost-effective and time-saving when done
right it can also be a great way to improve customer satisfaction levels after all who doesn t love getting their tech support questions
answered by a real live human which company is best for technical support
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