Outsourcing a contact center is delegating customer communication or user support functions to third-party entities specialized in providing such services. Instead of creating and managing an in-house contact center, companies can engage other organizations or service providers to handle customer support for them.
Setting up and maintaining an in-house contact center can be expensive due to infrastructure, technology, staffing, and training expenses. Outsourcing allows companies to access skilled agents and specialized resources at a fraction of the cost.
Moreover, with customer service operations entrusted to external service experts, businesses can devote their undivided attention to core business objectives, driving innovation and growth without being burdened by support-related distractions.
Outsourcing Company Assignments
Typically, outsourcing a contact center includes the following services:
- Phone Support: Providing customer assistance through phone calls.
- Email Support: Responding to customer inquiries via email.
- Chat Support: Assisting customers through online chat on the company's website.
- Social Media Support: Addressing messages and comments on social media platforms.
- Request Handling: Registering and resolving customer requests, complaints, and notifications.
- Order Management: Assisting customers with order processing and fulfillment.
- Consultation Services: Offering information and guidance to customers regarding the company's products or services.
Using a contact center external agency can be advantageous for companies as it allows them to focus on their core activities, reduces equipment and personnel costs, and provides access to experts in customer service.
However, it is essential to choose a reliable and experienced partner for outsourcing, as dealing with an unreliable company can negatively impact reputation and customer interactions.
How to Choose the Suitable Outsourcing Service Provider
When selecting an external service provider company for customer service, it is crucial to consider several key criteria to ensure you partner with a reliable and competent provider. Here are some essential criteria to look for:
- Experience and Expertise: Look for a company with a proven track record and substantial experience in outsourcing customer service. Check their portfolio, client testimonials, and case studies to assess their expertise in handling customer interactions effectively.
- Multichannel Support: In today's diverse customer landscape, a good outsourcing company should provide support across multiple channels, including phone, email, live chat, social media, and more. Ensure they can cater to your specific customer communication needs.
- Technology and Infrastructure: Inquire about the technology and infrastructure the company employs. A reputable outsourcing provider should use advanced tools, CRM systems, reporting analytics, and other resources to enhance customer service efficiency.
- Security and Compliance: Ensure the third-party provider follows strict security protocols and adheres to industry regulations, especially when handling sensitive customer data.
- Cultural Compatibility: Consider the cultural compatibility between your company and the outsourcing partner. Aligning values, communication styles, and understanding your brand is essential for delivering a consistent customer experience.
The 10 Best Customer Service Outsourcers
It's crucial to conduct thorough research, request proposals, and engage in discussions to identify a provider that aligns well with your organization's values, culture, and customer service goals.
Nevertheless, we have analyzed reviews of various outsourcing companies and compiled a list of the best providers.
- WOW24-7
WOW24-7 has earned a reputation as a customer service outsourcing company that delivers standout support solutions to businesses across the globe. With a strong focus on customer satisfaction, WOW24-7 delivers multichannel support services, including phone, email, live chat, and social media support.
With a team of highly skilled agents offering personalized interactions, WOW24-7 consistently provides reliable round-the-clock assistance to their clients. Leveraging advanced technology and scalability, they efficiently manage varying call volumes, ensuring seamless service around the clock.
- Teleperformance
Teleperformance is a global customer service external provider that offers cross-platform support services, including phone, email, live chat, and social media. They have a well-trained team of agents and utilize advanced technology to handle varying call volumes efficiently. However, some clients have provided feedback about occasional limitations in personalization during interactions.
- Helpware
Being a reputable outsourcing company, Helpware is known for its comprehensive support solutions, covering various industries. Their integrated-platform customer service, including phone, email, live chat, and social media, has garnered positive feedback. Yet, some clients have expressed concerns regarding occasional lapses in response times, impacting the overall customer experience.
- Helplama
As a customer service external agency, Helplama provides support solutions to various businesses. They specialize in offering phone, email, live chat, and social media assistance.
One advantage of Helplama is its skilled team of agents, capable of efficiently handling customer interactions and delivering satisfactory experiences. Still, some clients have reported occasional delays in response times during high call volumes, which can impact customer satisfaction.
- Peak Support
A reputable player in the customer service outsourcing industry, Peak Support provides a wide range of support solutions. They focus on multichannel services, covering phone, email, live chat, and social media support. With a skilled team of agents, Peak Support efficiently handles varying call volumes and provides reliable assistance to clients. However, some clients have expressed occasional concerns about response times during peak periods.
- SupportNinja
As a provider of customer service outsourcing solutions, SupportNinja caters to various businesses with its cross-media support services, including phone, email, live chat, and social media assistance.
One strength of SupportNinja is its skilled team of agents, proficiently managing customer interactions for enhanced experiences. Nevertheless, a reported limitation is occasional inconsistency in response times during high call volumes, potentially impacting customer satisfaction.
- Simplr
With a focus on providing support solutions to various businesses, Simplr assists with phone, email, live chat, and social media. One benefit of Simplr is its well-trained team of agents, efficiently handling customer interactions for enhanced experiences. Nonetheless, one reported drawback is occasional variability in response times during peak call volumes, potentially affecting customer satisfaction.
- LiveOps
They present multichannel support services, including phone, email, live chat, and social media assistance. A strength of LiveOps lies in their adept team of agents, proficiently managing customer interactions for enhanced experiences. Still, a reported downside is occasional variability in response times during peak call volumes, which may impact customer satisfaction.
- SupportYourApp
The company offers multi-channel support services, encompassing phone, email, live chat, and social media assistance.
SupportYourApp has a proficient team, capable of efficiently handling customer interactions for improved experiences. Nonetheless, a reported drawback is occasional inconsistency in response times during high call volumes, which may impact customer satisfaction.
- Sykes
While they provide multi-device support services, including phone, email, live chat, and social media, some have raised concerns about inconsistent customer experiences. Moreover, some critics argue that their solutions might not be suitable for all business types
There have been occasional complaints regarding response times and the level of personalization provided. Additionally, some businesses have faced challenges with scalability during peak periods, potentially impacting customer satisfaction. Careful consideration is advised before partnering with Sykes, as their services might not align perfectly with every organization's needs.
Bottom Line
Finding a good outsourcing company for your specific needs can be challenging, given the abundance of options available in the market. The process requires careful consideration and accuracy to select the right partner that aligns with your business goals and values.
While every provider offers unique strengths, WOW24-7's commitment to excellence makes it a truly appealing option for businesses seeking unparalleled outsourcing partners for their customer support needs.