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helpware
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.
helpware
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