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• Helpware Giovedì, 21 Settembre 2023 17:34

  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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