Customer Service Outsourcing

Top Customer Service Outsourcing Companies

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Customer Service Outsourcing Companies have a 4.6 avg. rating from 236 verified reviews

Browse our global directory of leading customer support outsourcing companies. Use our practical filter to see the key providers by location, rates, size, reviews, expertise, etc., and select the most suitable one for your business needs and budget.

Best Customer Service Outsourcing Services

Rankings updated: June 25, 2024
  • Hugo

    Best Customer Support & Data Solutions in 2024
    We're not traditional outsourcers. We're built to be your partners in progress, your catalysts for growth, and the drivers of your performance.  [... view the full profile of Hugo]
    Chicago, Illinois
    1000 & Up $10/hr Under $1,000
  • IntelligentBee

    To elevate global customer satisfaction by enabling worldwide efficient business scaling.
    IntelligentBee is renowned for delivering cost-effective, high-quality services in Web and Mobile Development, Customer Support, and Business Process Outsourcing (BPO) to clients worldwide. With a  [... view the full profile of IntelligentBee]
    Iași, Romania
    250 - 499 $15/hr $10,000 - $25,000
  • Remofirst

    Legally employ anyone, anywhere with one click.
    Remofirst was founded in 2021, remote-first since the very beginning. Our mission is to simplify the way companies build remote teams. We believe in people, excellence, and delivery. Our pricing  [... view the full profile of Remofirst]
    San Francisco, California
    50 - 99 Inquire Under $1,000
  • WOW24-7

    A premier outsourced customer support agency
    Since 2016, we've been at the forefront of global 24/7 omnichannel Level 1 and 2 outsourced customer support and technical support outsourcing.  [... view the full profile of WOW24-7]
    Afton, Wyoming
    100 - 249 $10/hr Inquire
  • SupportYourApp

    Outsource Support To Grow Faster
    SupportYourApp is a Support-as-a-Service company that provides secure technical, customer support and CX services for growing companies around the globe since 2010.  [... view the full profile of SupportYourApp]
    Wilmington, Delaware
    1000 & Up Inquire $1,000 - $10,000
  • Munzai Solutions

    Closing deals, opening doors
     Munzai Solutions is a creative development and digital sales organization that aims to address a market vacuum. We give you a chance to see a significant improvement in your business growth with our  [... view the full profile of Munzai Solutions]
    Manchester, United Kingdom
    Under 49 $20/hr $1,000 - $10,000
  • Belkins

    Close more deals with ROI-focused lead acquisition
    Belkins is a B2B lead acquisition agency helping businesses generate high-quality leads & close deals. Belkins has been the award-winning agency for 5 years in a row and has 1,000+ loyal customers  [... view the full profile of Belkins]
    Dover, Delaware
    250 - 499 $50/hr $1,000 - $10,000
  • The DigiTech Era

    Let's Grow Your Digital Presence
    Welcome to The DigiTech Era, where we redefine digital marketing and empower businesses to thrive in the ever-evolving digital landscape. We specialize in providing exceptional digital marketing  [... view the full profile of The DigiTech Era]
    New York City, New York
    Under 49 $50/hr Under $1,000
  • Dalerio Consulting

    Top Provider of Outsourcing and Customer Support
    Dalerio Consulting is an international Customer Support, Marketing and Business Process Outsourcing company with rapid growth and steady foundation  [... view the full profile of Dalerio Consulting]
    Durres, Albania
    50 - 99 $10/hr $1,000 - $10,000
  • Scalemill

    We offer technology companies of all sizes dedicated sales, support and success teams. Unlike other 'call centres', we only cater to SaaS products and our expertise lies in B2B prospecting. Our  [... view the full profile of Scalemill]
    Berlin, Germany
    100 - 249 Inquire Inquire
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  • PartnerHero

    Best-in-class outsourced customer support
    PartnerHero stands as the premier choice for companies seeking top-tier outsourced customer support. We are the go-to Business Process Outsourcing (BPO) partner for enterprises that prioritize both  [... view the full profile of PartnerHero]
    Boise, Idaho
    1000 & Up Inquire Inquire
  • Peak Support

    BPO solutions that you can trust
    Peak Support stands as a dynamic and forward-moving provider of outsourced customer support services, driven by an unwavering commitment to furnishing unparalleled assistance to rapidly expanding  [... view the full profile of Peak Support]
    Cambridge, Massachusetts
    250 - 499 Inquire Under $1,000
  • Agile, High Performance Voice Contact Services since 1990
    The Telemarketing Company is one of the UK's largest inbound and outbound telemarketing agencies.  [... view the full profile of The Telemarketing Company]
    Brighton, United Kingdom
    100 - 249 $50/hr $1,000 - $10,000
  • 2nd Office Inc.

    In 2011, Carlo Silva was working for a privately held company in the United States as an e-Commerce Marketing Director and also had an e-Commerce business. He built a small team to support the tasks  [... view the full profile of 2nd Office Inc.]
    Antipolo, Philippines
    250 - 499 Inquire Inquire
  • Agile Pro Solutions

    Possibilities made real
    At Agile Pro Solutions success is our primary drive. Agility, rapid growth, client satisfaction, expertise and continuous improvement, this is what we stand for. We connect the best talent with client  [... view the full profile of Agile Pro Solutions]
    Boca Raton, Florida
    100 - 249 $14/hr Inquire
  • Happy Customers, Successful Companies.
    RIOT Enterprise is a full-service outsourcing agency that provides a pool of talented and experienced professionals with skills in Customer service/support, Data entry, Administrative support, and  [... view the full profile of RIOT Ecommerce Solutions]
    Gurgaon, India
    Under 49 $12/hr Under $1,000
  • Glorium Technologies

    Your Idea. Our Innovation and Engineering
    Glorium Technologies specializes in tech consulting and engineering for Healthcare and Real Estate. We offer comprehensive software development services, from planning to maintenance. Our mission is  [... view the full profile of Glorium Technologies]
    Princeton, New Jersey
    250 - 499 $50/hr $25,000 - $50,000
  • BetterQA

    Delivering Top Quality. Always.
    We are BetterQA, a "software testing only" company founded in 2018 in Cluj-Napoca, Romania.Our vision is to help companies improve the quality of software being delivered while lowering the  [... view the full profile of BetterQA]
    Cluj-Napoca, Romania
    50 - 99 $25/hr $10,000 - $25,000
  • TechSpeed

    TechSpeed Inc: Women Owned Technology Company, Pioneering AI-Driven BPO Solutions
    TechSpeed Inc is a Women Owned Technology company. Founded in 2002, it is the first AI-driven Business Process Outsourcing (BPO) provider. Pairing AI-driven technology automation and Human in the Loop  [... view the full profile of TechSpeed]
    Portland, Oregon
    100 - 249 $6/hr $1,000 - $10,000
  • VoiceNation

    America's best phone answering service taking care of your callers
    VoiceNation is an industry-leading live answering provider, serving thousands of businesses across key sectors, including real estate, legal, medical, finance, home services and franchise. What  [... view the full profile of VoiceNation]
    Duluth, Georgia
    1000 & Up Inquire Under $1,000
  • ImproveIT Solutions

    Qualified Ukrainian software developers starting from 22$/hr
    ImproveIT Solutions builds awesome digital products and strong engineering teams for hi-tech corporations and startups. Two core focuses are web/SaaS and mobile app development mostly for Swiss  [... view the full profile of ImproveIT Solutions]
    Chernivtsi, Ukraine
    50 - 99 $35/hr Inquire
  • ProtelBPO

    Protel BPO, nothing matters more than how your customers view your brand how they interact with it
    Protel BPO, located in Belize City, Belize, is a leading and locally owned outsourcing provider. Since 2013, it has been delivering exceptional INBOUND and OUTBOUND omnichannel contact center services  [... view the full profile of ProtelBPO]
    Belize City, Belize
    500 - 999 $14/hr $50,000 & Up
  • CTIC

    We Solve "IT"
    We transfer all the experience of our team to partially or fully manage your area of IT, focusing on your needs and complying with the established.  [... view the full profile of CTIC]
    Lima, Peru
    Under 49 $30/hr $1,000 - $10,000
  • Jay Analytix

    We consume complexity and deliver simplicity.
    Jay Analytix, headquartered in Windsor, ON, stands out as a premier Data Solutions provider, boasting a strategic partnership with Microsoft. With a proven track record of success, our expert team  [... view the full profile of Jay Analytix]
    Windsor, Canada
    50 - 99 $50/hr $1,000 - $10,000
  • CommAlert

    The CommAlert Group is an emergency communications company that specializes in the safety and healthcare sectors. We also offer business call answering services to virtually any size or type of  [... view the full profile of CommAlert]
    Edmonton, Canada
    50 - 99 Inquire Inquire
  • Uassist.ME

    Comprehensive outsourced customer support services
    Embracing the role of a collaborator, we hold a genuine concern for our clients' processes and the quality of our own outsourced customer support performance. Our organizational ethos centers on  [... view the full profile of Uassist.ME]
    Miami, Florida
    500 - 999 $15/hr $1,000 - $10,000
  • We Drive Success.
    Established in 2009, Unity Communications is a US-based Business Process Outsourcing (BPO) company specializing in sales, technical support, customer service and administrative support services.  [... view the full profile of Unity Communications]
    Gilbert, Arizona
    100 - 249 $9/hr Inquire
  • Cloudstaff

    We help businesses increase their profitability, improve their efficiency and streamline their business processes through smarter outsourcing. We help companies grow by giving them access to great  [... view the full profile of Cloudstaff]
    Sydney, Australia
    1000 & Up Inquire Inquire
  • MCVO Talent Resource Services
    Philippines Outsourcing Company with sales office in Chicago that provides talented staff to small businesses in the US.  [... view the full profile of MCVO Talent Outsourcing]
    Chicago, Illinois
    Under 49 $10/hr $1,000 - $10,000
  • Agency Y

    Developing Companies That Endure
    We Imagine a World in which Small and Big Companies Have Equal Chances to Win New Customers in the Market. Our purpose is to bring "parity" and reduce the gap between large and small firms with the  [... view the full profile of Agency Y]
    Skopje, Macedonia
    Under 49 $17/hr Under $1,000
  • Pexly

    Outsourced multilingual omnichannel customer support and back-office agents. We operate 24/7 for you
    Pexly offers comprehensive customer support services that help you improve relationships with your customers and increase retention rates.  [... view the full profile of Pexly]
    Amsterdam, Netherlands
    250 - 499 $10/hr Inquire
  • Espial Solutions

    Connecting Brands
    A global Digital Marketing Agency helping brands streamline and scale their business with bespoke SEO, Social Media Marketing, PPC, Email Marketing, Content Marketing, Database generation, Lead  [... view the full profile of Espial Solutions]
    Pune, India
    Under 49 $15/hr Under $1,000
  • SimplyСontact

    The most reliable name in outsourced customer support
    Our mission centers on streamlining outsourced customer support service operations for top-tier brands, achieved through the provision of KPI-focused contact centers supporting over 18 languages.  [... view the full profile of SimplyСontact]
    Dnipro, Ukraine
    250 - 499 Inquire Inquire
  • Delivering Excellent
    Hire your best team for your data entry entry requirement  [... view the full profile of CDMSoftech Solution Pvt Ltd]
    Ghaziabad, India
    Under 49 $4/hr $1,000 - $10,000
  • Bandalier

    Bringing people and organizations together
    We establish connections between rapidly expanding enterprises and skilled individuals who are poised to advance in their careers. Our outsourced customer support approach involves equipping client  [... view the full profile of Bandalier]
    Binghamton, New York
    Under 49 Inquire Inquire
  • Global Response

    Personalizing your business
    Our collaborators have grown to rely on our commitment, responsibility, and adaptability through tailor-made resolutions. Our endeavor to cultivate Brand Passion involves cultivating profound insights  [... view the full profile of Global Response]
    Margate, Florida
    1000 & Up Inquire Inquire

    Canada Professional Tax Accountants and Accounting Services - Accountant in Edmonton.
    BOMCAS Canada stands as a prominent provider of accounting and tax services, delivering a comprehensive suite of solutions tailored to both businesses and individuals. Catering to corporations, small  [... view the full profile of BOMCAS]
    Edmonton, Canada
    Under 49 $60/hr Under $1,000
  • A call center suited to your needs
    Customized to suit your individual needs, Westpark Communications embodies the quintessence of a phone answering service provider that impeccably aligns with your requirements.  [... view the full profile of Westpark Communications]
    Spring, Texas
    Under 49 Inquire Inquire
  • Bluebash

    Custom Software Development Company
    Bluebash was established in 2018 as a custom software development company specializing in Web Development, Artificial Intelligence (AI), Cloud Infrastructure solutions.  [... view the full profile of Bluebash]
    Sheridan, Wyoming
    50 - 99 $40/hr $10,000 - $25,000
  • Acquire and grow
    Loop provides a pinnacle of outsourced customer support as a service, encompassing top-tier customer service, potent retention strategies, and robust sales techniques.  [... view the full profile of Loop Contact Solutions]
    Makati, Philippines
    100 - 249 $150/hr Inquire
  • OnBrand24

    A leading customer support services provider
    OnBrand24 stands as a leading provider of outsourced customer support services, offering established overflow and contingency strategies.  [... view the full profile of OnBrand24]
    Beverly, Massachusetts
    Under 49 Inquire Inquire
  • HiredSupport

    The #1 Customer Service Outsourcing & BPO Company
    With a legacy dating back to 2016, HiredSupport stands as a true trailblazer in the outsourced customer support realm.  [... view the full profile of HiredSupport]
    Rancho Cucamonga, California
    Under 49 Inquire Under $1,000
  • TheCall

    We provide Call Center service for e-commerce in emerging markets of Africa and Asia.We have local call center with in-house agents in every country of our presence.  [... view the full profile of TheCall]
    Moscow, Russia
    100 - 249 Inquire Inquire
  • Global Bilgi

    Global Bilgi Company was created in 1999, as part of Turkcell group of companies. Global Bilgi is the leading center for customer relations management. More than 13 thousand employees work for the  [... view the full profile of Global Bilgi]
    Kyiv, Ukraine
    500 - 999 Inquire Inquire
  • We provide the essential element to connect you with your prospective clients, to enable your sales campaigns to run professionally and efficiently.  [... view the full profile of Communicate To Connect C2C]
    Santo Domingo, Dominican Republic
    100 - 249 $25/hr $50,000 & Up
  • FBC Asia Pacific

    Outsourced customer care provider FBC Asia Pacific offers inbound, outbound, and omni channel assistance via its contact center services for incoming and outbound customers. Out of our delivery  [... view the full profile of FBC Asia Pacific]
    Pasig City, Philippines
    250 - 499 $40/hr $1,000 - $10,000
  • Nogin

    Empower Your Online Sales With Expert Support!
    Nogin is a forward-thinking agency specializing in customer support and eCommerce solutions. The agency offers intelligent commerce platform solutions to streamline brands' online operations and  [... view the full profile of Nogin]
    Tustin, California
    250 - 499 Inquire Inquire
  • wrrk

    Global Support. Trusted Solutions. Just a Click Away.
    wrrk is an outsourced customer support agency renowned for its scalable and on-brand omnichannel services. With a focus on flexibility and seamless integration, wrrk acts as an extension of clients'  [... view the full profile of Wrrk]
    Austin, Texas
    50 - 99 Inquire Inquire
  • We find, build and manage remote teams.
    Away Digital Teams specializes in recruiting and managing top talent in Vietnam for businesses seeking to establish and oversee remote teams. Our comprehensive service ensures seamless team building  [... view the full profile of Away Digital Teams]
    St Kilda, Australia
    250 - 499 $25/hr $25,000 - $50,000
  • Howly

    Instant Solutions: Expert Customer Support
    Founded with a commitment to excellence, Howly is a leading customer support agency connecting users with expert advice and solutions across various domains. Its team undergoes rigorous vetting to  [... view the full profile of Howly]
    Nicosia, Cyprus
    Under 49 Inquire Inquire
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What Is Customer Service Outsourcing?

Customer service outsourcing is the practice of transferring all client-facing communications to a third-party service provider.

The outside agency is equipped with trained agents who are typically responsible for handling your incoming phone calls, emails, social media messages, and other common forms of customer service requests. Their job is to help your customers get quick and efficient responses to their questions and solutions to their problems. They can serve your customers 24/7 while allowing you to focus on your vision, core business processes, and more significant sales drivers.

A whopping 90% of customers spend more with companies that offer personalized customer service.

Businesses are increasingly invested in this service to provide clients with more value and gain their trust. Partnering with outsourced customer support companies can bring your business more returning clients and higher profits.

customer service agents talking on the phone in an outsourced customer support company
 90% of customers spend more with companies that offer personalized customer service

What Is the Difference Between Customer Service and Call Centers?

Customer service and a customer support center differ in how they handle client communication.

A call center is a department that uses the telephone as a channel to connect with customers. Trained representatives receive or make calls to answer the clients’ questions, help them resolve issues related to the company’s products or services and even generate sales. Their job is to deal with the calls those organizations receive and resolve problems on time.

On the other hand, customer service is a department that serves as an extension of the organization’s support. It provides clients with assistance before, during, and after using their products or services.

However, unlike call center representatives, customer service experts help resolve customer queries using different mediums, including telephone and email, social media, live chat, and more.

Although call centers play a meaningful role in the customer support strategy, they are typically used for sales purposes only. Customer service is a broader term; beyond sales, it deals with increasing client loyalty and retention and improving brand reputation.

We’ve ranked the leading email marketing agencies.

What Do Outsourced Customer Support Companies Specialize In?

Depending on the business type and size, different customer support mediums work better for various companies.

These are the most common customer support services:

1. Phone Support

According to Zendesk, over 50% of clients across all age groups use the phone to resolve issues with a company.

Phone support is not only the oldest form of customer service but also one of the most popular choices among businesses to manage their client relationships because:

  • It is much faster than any other kind of customer service
  • It allows customers to explain complex problems easier
  • It enables better recognition of clients’ emotions
  • It works across all generations, tech-savvy or not

Assisting customers via the phone allows companies to engage in a conversation, which creates a sense of intimacy. This creates a deeper bond and contributes to establishing meaningful relationships.

Phone customer service is used across a wide range of industries, particularly in the public sector:

2. Email Support

With 49%, email is the second most popular medium customers use to resolve issues, according to Zendesk. While it may be much easier to discuss a problem via the phone, some customers prefer to interact with brands in writing by email.

With email support, some clients not only feel more comfortable carrying out conversations but by using this medium, they can also:

  • Contact companies whenever they find it convenient, even outside working hours
  • Get in touch with the support team without the need for direct human interaction
  • Write down a problem clearly and review it before sending
  • Keep conversation history for future reference

However, while email is one of the preferred customer support channels, a new report by SuperOffice shows that 62% of organizations ignore their clients’ emails.

SuperOffice closely analyzed these companies and concluded that they did not have correctly established processes to handle support requests. This is a bad practice that pushes clients away. The same study reveals that most companies that failed to meet their clients’ expectations lost millions of dollars.

Partnering with customer service outsourcing companies can make all the difference since they have the expertise and experience to carry out your email customer conversations properly.

These experts will ensure customer satisfaction. Your company will establish meaningful relationships with your clients by:

  • Letting them know that you have received their requests via properly constructed automated messages
  • Following up with them promptly
  • Personalizing the emails
  • Trying to solve the issue in the first reply

Besides this, customer service companies will facilitate access to your contact information, making your email address visible on your website and other digital platforms.

3. Live Chat Support

Like all other customer support mediums, live chat has unique benefits, including speed. It gives customers who don’t prefer calls instant access to a company’s representative, allowing quick issue resolution. This medium has the highest consumer satisfaction rate, at 92%. (Zendesk)

Besides client satisfaction, live chat is one of the best support mediums for converting leads.

Potential buyers can ask different questions and make easy purchases based on your company representative’s feedback. Live chat is a great asset that your company can use to keep clients satisfied.

However, while this medium makes it easy for customers to reach support and for companies to provide feedback, getting more requests than they can handle can be overwhelming.

When customer service outsourcing, your organization will get access to professional help where experts can cope with more inquiries and provide rapid resolution. That way, you can do the work more efficiently without worrying about the time you cannot allocate to client communication.

4. Social Media Support

Social media support is provided on social platforms like Facebook, like Instagram, or Twitter through:

  • Private Messaging
  • Comments
  • Group discussions

This support is effective because customers can get in touch with brands easily and quickly through the platforms, they use daily. Data supports this fact, and according to Facebook, 69% of U.S. users claim that they feel more confident about brands if they can message them on the channel.

Also, organizations should take advantage of social media support and form groups to publicly answer all of their client’s questions. They can potentially decrease the number of similar questions and save time.

The drawback of using social media as a client service channel is that posts are available to almost everyone. So, companies need to ensure that they deal with negative feedback with honesty and diplomacy.

Especially now, when people spend more time online due to the COVID crisis, companies need to optimize their communications and provide comprehensive customer experiences. Customer service outsourcing companies can help you take a proactive approach and provide your customers with the maximum value of your service.

Connect with the best phone answering service companies.

How Much Do Customer Support Services Cost?

The cost of customer service outsourcing services will depend on several factors, including:

  • The type of services your company needs
  • The number of dedicated professionals engaged in the process
  • Employee training
  • Time availability
  • The complexity of customer requests
  • Number of expected contacts
  • The number of support channels needed
  • The location of the outsourcing partner

Customer service companies typically charge clients by the hour, and, on average, you can expect firms located in various regions of the world to ask for the following:

  • $10 in India
  • $14-$30 in Eastern Europe
  • $15-$40 in the USA

While essential call answering services may range between a few cents to one dollar per minute, businesses usually pay about $1300-$2,500 each month.

The cost may be higher if the company requires additional services like:

  • Call recording
  • Quality assurance
  • Collecting contacts for lead generation
  • Business consultation
  • Analytical programs
  • Reporting
  • Managerial training

Why Hire Customer Service Companies?

From cost optimization to higher revenue, these are the key benefits of customer support services:

  1. Optimized Cost
  2. Reduced Workload and Improved Efficiency
  3. Access to Best-in-Class Technology and Processes
  4. Improved Customer Satisfaction and Loyalty
  5. Increased Revenue

1. Optimized Cost

Hiring and onboarding customer service agents can be a lengthy and costly process. According to Glassdoor, the average U.S. employer spends about $4,000 to hire a new worker.

The total price of setting up an in-house customer service team also includes the following:

  • Setting up the infrastructure
  • Employee salaries
  • Equipment

Businesses can save a significant amount of money by turning to customer support outsourcing services. Customer service outsourcing companies not only have fully trained experts, but they also have the equipment needed to handle client communication.

In addition, the cost of hiring a third-party company is significantly lower than paying a fixed salary to a team of in-house agents. This practice allows you to save resources and optimize costs.

2. Reduced Workload and Improved Efficiency

The beauty of outsourced customer support services is that you can keep your focus on running your business and doing profitable activities rather than responding to calls or emails.

Customer service agents can help you reduce workload for you and your employees, allowing you to focus on internal operations and more significant sales drivers without sacrificing customer satisfaction. This partnership will contribute to higher work efficiency and productivity and ultimately increase sales.

3. Access to Best-in-Class Technology and Processes

Another benefit of customer service outsourcing is that professional customer service outsourcing companies come equipped with cutting-edge technologies.

We are talking about expensive tools like Hootsuite for social media management or Vanilla, a software that allows you to set up your community forum, whose prices reach $689/month. These tools are needed to improve your business operations and can easily handle your customer communications

In addition, these companies also have dynamic processes, and they know how to keep up with new customer demands and solve issues in a timely manner. Their agents have years of experience so they can be more efficient at their job than you.

4. Improved Customer Satisfaction and Loyalty

Apart from the professionalism that your clients will get thanks to your customer support services, there are a few more facts that contribute to satisfaction and loyalty.

On the one hand, there is the multilingual service. Outsourced customer support companies have a team of bilingual experts proficient in the most commonly spoken languages, like Spanish and Chinese. If your customer base speaks another language, these professional companies can help you overcome the communication barriers, allowing your clients to feel more confident about your company.

On the other hand, customer service outsourcing services can provide better coverage. While you may be able to serve your clients at a particular time, these agencies typically work 24/7, as their team members come from different time zones. With this increased accessibility, your customers can reach you any time, making a positive impression on your company.

5. Increased Revenue

According to HubSpot, 68% of consumers will pay more for products and services from a business that offers excellent customer support.

Great customer service allows businesses to create meaningful relationships with their clients built on trust and appreciation. Many clients focus on how brands treat them and often find this to be more important than product quality and pricing. In other words, excellent customer service can make all the difference.

Customer service can bring your company more returning clients and higher profits when done right. Customer service companies can help you meet the growing expectations of your clients and provide them with more efficient problem resolutions.

How to Select the Best Customer Support Services for Your Business Needs

Selecting the best customer support services for your business can be tricky.

However, the following factors can help you make the right choice and pick an agency that can meet your business needs:

  1. Industry Experience
  2. Security
  3. Tools And Technologies
  4. Client Reviews and References
  5. Communication

1. Industry Experience

While industry experience should not be a key decisive factor, it matters because the professional companies that have worked with other clients in your field will be familiar with the regulations in your sector.

Additionally, they will have unique insights into your customers and their particular concerns. This can allow them to handle your support tasks more effectively and efficiently.

2. Security

You need to understand what security processes each company has in place to keep your clients' personal information safe.

When clients ask for support, they often give away sensitive data, including phone numbers, addresses, and bank card numbers. As a serious business, you must ensure that this information stays protected.

Thereby, ask customer service outsourcing companies for their security protocols and, if necessary, restrict them from accessing or asking for certain info like credit card details.

3. Tools And Technologies

Customer support is a process that depends on various tools and technologies, and the agencies that have access to the latest hardware and software components will be better positioned to serve your customers.

Apart from this, study the prospective agencies’ I.T. infrastructure and see if they have reliable phone networks and internet lines. These are small factors that can contribute to improved client satisfaction.

4. Client Reviews and References

Reviews and references are other important factors that will help you make the smart choice.

These will show you how reliable these companies are and give you honest insights into their previous work and reputation. They will also tell you if previous clients are satisfied with their work, what results they helped them accomplish, and help you familiarize yourself with the ins and outs of the company.

5. Communication

Communication plays a vital role in customer service. To see how well prospective customer service outsourcing companies can do their job, you should evaluate their communication skills from the very start.

See how available they are and if they reply to your calls and messages in a timely manner. In addition, if the potential partner operates in a different time zone, find out how they can minimize communication gaps.

How to Evaluate the Performance of Your Customer Service Outsourcing Company

Customer service is about ensuring your clients are satisfied with your products or services and how you handle all communication. But how can you measure the performance of your outsourced customer support services team? How can you tell if they are doing a good job assisting your clients?

The answer is quality assurance.

Quality assurance (Q.A.) is a process that ensures your customer service outsourcing partner delivers the highest standards of client support.

You can check the performance of your agency by focusing on the following Q.A. metrics:

  • Customer satisfaction score (CSAT) or how satisfied your customers are with the support they get
  • Average call answering speed or how much it takes your team to answer incoming calls
  • Resolution rate or the percentage of received requests vs. resolved requests
  • Issue resolution time or the average time the team needs to resolve an issue
  • First contact resolution ratio or the ability to solve a client’s issues during the first contact
  • Customer effort score or the effort it took clients to have their problems solved

The QA process can help you evaluate your partner's work and improve your customer service to increase client satisfaction.

10 Questions to Ask Customer Service Outsourcing Companies

Ask prospective customer service outsourcing companies the following questions:

  1. How do you hire and train your agents?
  2. Have you ever worked with businesses in the same or similar niche?
  3. What is your customer satisfaction score?
  4. How do you measure the quality of your services and your agents’ performance?
  5. What security processes do you have in place?
  6. What tools and technologies do you have access to?
  7. Will you assign a contact person?
  8. Will you send analytical reports, and how often? What will they include?
  9. What are your pricing options? How much will your services cost me?
  10. Can I see what is included in the contract?

Outsourced Customer Support Companies Takeaways

Customer service outsourcing companies can help you manage your client communication more effectively and efficiently.

The most common types of customer support services are:

  • Phone support
  • Email support
  • Live chat support
  • Social media support

Depending on their location, these professional agencies may charge you between $10 and $40 per hour.

The benefits of customer service outsourcing are:

  • Optimized cost
  • Reduced workload and improved efficiency
  • Access to best-in-class technology and processes
  • Improved customer satisfaction and loyalty
  • Increased revenue

To choose the best agency partner for your business needs, consider the following factors:

  • Industry experience
  • Security
  • Tools and technologies
  • Client reviews and references
  • Communication

To evaluate the performance of your customer service company, consider quality assurance and focus on key metrics like customer satisfaction scores.

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