Lorem Ipsum is simply dummy text of the printing and typesetting industry. Lorem Ipsum has been the industry’s standard dummy text ever since the 1500s, when an unknown printer took a galley of type and scrambled it to make a type specimen book. It has survived not only five centuries, but also the leap into electronic typesetting, remaining essentially unchanged. It was popularised in the 1960s with the release of Letraset sheets containing.Lorem Ipsum is simply dummy text of the printing and typesettin.
The standard chunk of Lorem Ipsum used since the 1500s is reproduced below for those interested. Sections 1.10.32 and 1.10.33 from “de Finibus Bonorum et Malorum” by Cicero are also reproduced in their exact original form, accompanied by English versions from the 1914 translation by H. Rackham. “Sed ut perspiciatis unde omnis iste natus error sit voluptatem accusantium doloremque laudantium, totam rem aperiam, eaque ipsa quae ab illo inventore veritatis et quasi architecto beatae vitae dicta sunt explicabo. Nemo enim ipsam voluptatem quia voluptas sit aspernatur aut odit aut fugit, sed quia consequuntur magni dolores eos qui ratione voluptatem sequi nesciunt. Neque porro quisquam est, qui dolorem ipsum quia dolor sit amet, consectetur, adipisci velit, sed quia non numquam eius modi tempora incidunt ut labore et dolore magnam aliquam quaerat voluptatem. Ut enim ad minima veniam, quis nostrum exercitationem ullam corporis suscipit laboriosam, nisi ut aliquid ex ea commodi consequatur? Quis autem vel eum iure reprehenderit qui in ea voluptate velit esse quam nihil molestiae consequatur, vel illum qui dolorem eum fugiat quo voluptas nulla pariatur?”
“But I must explain to you how all this mistaken idea of denouncing pleasure and praising pain was born and I will give you a complete account of the system, and expound the actual teachings of the great explorer of the truth, the master-builder of human happiness. No one rejects, dislikes, or avoids pleasure itself, because it is pleasure, but because those who do not know how to pursue pleasure rationally encounter consequences that are extremely painful. Nor again is there anyone who loves or pursues or desires to obtain pain of itself, because it is pain, but because occasionally circumstances occur in which toil and pain can procure him some great pleasure. To take a trivial example, which of us ever undertakes laborious physical exercise, except to obtain some advantage from it? But who has any right to find fault with a man who chooses to enjoy a pleasure that has no annoying consequences, or one who avoids a pain that produces no resultant pleasure?”
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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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