This was a common statement made by one of my former bosses, and it has a lot of merits. You can count on a lot of change as your business expands. How you serve your clients is one area where this growth-driven transformation frequently shows itself. The last thing you want is for your client base to grow rapidly as customer happiness and experience deteriorate. Should we explore customer service outsourcing? is a question that businesses in this situation frequently ask. Your immediate response to that query presumably depends on your prior outsourcing experience. In order to assist you in making the best option possible, we’ll help you understand some of the misunderstandings and teach you the proper questions to ask while thinking about outsourcing.
What Is Customer Service Outsourcing?
Outsourcing your customer service activities to a third-party vendor or service provider is known as “customer service outsourcing.” A team of outsourced agents working for a business process outsourcer (BPO) contact center gets familiar with your goods, services, rules, and brand voice to handle client requests across channels on your behalf.
Customer service outsourcing advantages
If you first react negatively to the concept of outsourcing, it’s conceivable that your perspective on outsourcing has to be updated.
The popularity of international outsourcing skyrocketed in the mid-1990s. There were many growing pains as a result of the massive outsourcing growth. These aches have largely vanished over the past few decades as technology and procedures have advanced.
Today, expanding businesses are increasingly choosing to outsource their labour to a BPO. Several advantages of outsourcing customer service are listed below:
- Customer service flexibility Your capacity to staff up for a busy season or to provide after-hours service can be enhanced by BPO.
- Obtain specific knowledge: It’s a cost-effective approach to obtaining professional assistance in crucial areas like customer service.
- You can scale swiftly and maintain focus on other areas that require your attention thanks to agility.
Please take the time to learn more about the advantages and restrictions of working with a customer service BPO.
Key Characteristics of Customer Service Outsourcing
The following are some prerequisites that a top outsourcing business should provide:
- 24/7 operations to guarantee that consumers receive assistance when they need it. Round-the-clock support.
- Quick response times: Prompt responses to questions are necessary to guarantee the highest level of client satisfaction.
- Utilizing a person’s preferred communication channel while providing omnichannel service
- Staff with expertise in customer service who have received training in the art of interacting with people
- Utilizing specialised technology, the greatest customer service is provided by using special software.
- Multilingualism: The ability to provide services in the client’s native language.
- Flexibility: The ability to adjust resources to meet demand during peak periods.
- Data protection at a high level for clients’ and customers’ companies
- Respect for national and international laws governing employment and the provision of services
- Reporting: Providing clients with regular updates on key performance indicator findings
Overviews of the Top 10 Companies That Outsource Customer Service
Here is a quick summary of each customer service outsourcing firm, along with some important features, screenshots showing the user interface, and examples of how best to utilise each product.
A website called Upwork links companies with independent contractors. It may be a terrific way to find direct employment for customer service and technical support assistants without paying larger outsourcing firms’ administrative costs. However, you can also engage whole teams from companies that provide customer support.
You can publish your needs, describing what you need to get started. After that, you may review the applications and narrow down your selection of the top applicants.
A wide range of tools, including chat scheduling, feedback sharing, international payments, and requirements analysis, are available on Upwork.
The cost of Upwork is determined by independent freelancer rates.
Influx is a customer support department that grows naturally as your company grows. Email, chat support, social media, and phone channels are just a few avenues where problems are swiftly fixed. Specific channels can be managed by trained customer care personnel as needed.
The organization offers pre-trained onshore and offshore agents for client connection. Businesses may start with the fundamental service and add multichannel, proactive onboarding, and analytics.
There are three customer service management tiers to ensure nothing gets missed. For your company, Influx offers customer care assistance for 8 hours per day, 7 days per week, starting at $999 per month.
Wing Virtual Assistant allows small business operations to outsource non-core duties. Among the duties that assistants might perform are appointment scheduling, expenditure management, and online research. In addition, they can manage sourcing, CRM applications, or internal support. Clients hire a devoted virtual assistant for a set monthly fee.
Each assistant can perform several tasks and benefit the company in different ways.
Utilizing a straightforward drag-and-drop user interface, the Wing Assistant system enables you to build responsibilities.
Wing starts at $499 per month.
A seasoned call centre provider with headquarters in Florida, USA, is Skycom. The company’s operations in the Philippines and throughout Latin America enable it to offer services on many continents. Employees of Skycom may be situated in a typical contact centre or work remotely.
Due to its flexibility, the business is able to exceed each client’s expectations and offer the best possible service.
With its PCI, SOC 1–2, and HIPAA certifications, the business may collaborate with the widest spectrum of businesses. Additionally, it makes use of AI to improve customer support.
In addition to a quick ramp-up with no licence or setup costs, Skycom also provides free consulting.
Upon request, Skycom provides personalised pricing.
5. Support Your App
Support Your App is a global outsourced customer service provider. It was started in Ukraine and currently has offices all around the world. The business has more than ten years of expertise providing client care around-the-clock, 365 days a year. Help Your App offers users support via their preferred communication method, including phone, chat, and email.
This omnichannel strategy makes sure that everyone receives responses in their preferred format. The business offers solutions for customer support in 48 different languages.
Support Upon request, your app provides personalised pricing.
Integra bases its customer service on science. Agents are taught consumer psychology to improve customer satisfaction and transform clients into brand ambassadors. The business provides live chat, email, and phone assistance.
Additionally, competent and certified technical professionals are available to help with trickier client inquiries and problems. Integra manages order taking, delivery tracking, upgrades, cancellations, and pre- and post-sales assistance.
Any customer support representative may also plan appointments, organize refunds, and conduct surveys.
Integra cots start at $7.95 per hour.
One of the biggest outsourcing firms in the Philippines, Microsourcing is committed to assisting you in providing first-rate customer support. While maintaining full control over KPIs, quality, workflow, and productivity, you may save up to 70% on costs. Strong infrastructure and round-the-clock support are provided for optimal uptime.
To keep your staff secure no matter what, the organization has risk management and catastrophe recovery procedures. You never have to worry about furniture, technology, or upkeep because the workplace facilities are in excellent condition.
On request, micro-sourcing provides a personalized price.
8. Back Office Besties
A group of certified virtual legal receptionists is available from Back Office Betties. They work as support staff for law firms, performing basic tasks such as client intake and solicitor screening.It is easy to set up and use the service. All calls should be sent to the number given so that the receptionist staff can handle them.
Attorneys can spend more time billing clients when administrative tasks are completed quickly. During business hours, outbound call requests are answered within 90 minutes, and agents never put one call on hold to answer another.
Back Office Besties start at $349 per month.
9. Pure Moderation
Global business process outsourcing provider Pure Moderation offers solutions tailored to its customers’ individual requirements. With a variety of call centers accessible, the business may scale up or down in response to shifting demands.
It may thus be used by businesses of all sizes, from start-ups to multinational corporations. On request, Pure Moderation provides personalized pricing.
PartnerHero offers customer service teams that are perfectly matched with your brand. Each team is created specifically to meet the client’s company’s and culture’s demands. Service is provided onshore, nearshore, and offshore, with options available around-the-clock, 365 days a year.
Agents offer support by SMS, email, phone, and chat. Technical experts may offer assistance with issues like refactor tests, black-box testing, regression testing, and snapshot testing. It is also possible to arrange additional services like acceptability and translation testing.
PartnerHero starts at $10 per hour.
The success of your business depends on how well you treat your customers. It might be difficult to make an educated decision when you’re outsourcing customer service since it can seem like you’re entrusting someone else with the care of your child.
Although it could seem intimidating, outsourcing is a tried-and-true strategy to assist your expanding business and scale your customer service. Outsourcing to a reputed BPO might be the key to unlocking future development if you’re having trouble keeping up with your support queue or providing exceptional customer service.