For most customers, brand loyalty depends on customer service. Excellent CX comes with personalized customer touchpoints. It is essential to differentiate your business from the competition and form sustainable brand loyalty.
In today's fiercely competitive economy, providing the greatest customer service is a must. If you are just one minute late, your customers will probably switch to another brand.
The tough choice is whether to keep your customer service in-house or assign it to customer service outsourcing companies.
According to Grand View Research, the CX Management market will grow at an annual rate of 18.1% between 2022 and 2030. Many businesses have benefited from outsourcing their customer services. Let me tell you about the pros and cons of outsourcing customer service before proceeding with the top 10 customer service outsourcing companies in 2024.
Pros and Cons Outsourcing Customer Service
Based on the circumstances, both the benefits and drawbacks of outsourcing customer service appear significant. The reality is that every business has a different customer base. You can never apply a one-size-fits-all strategy to customer service.
Whether you should outsource customer service or not depends on your strategy and circumstances. You may also decide by weighing the pros and cons of outsourcing customer services.
Pros of Outsourcing Customer Services
Save Resource And Operation Costs
The common benefits of outsourcing are that you do not have to invest in an office set up. It reduces operations and overhead cost. Modern customer service requires modern technology support for better support. Your outsourcing partner provides all sorts of technological support when you outsource your customer support.
CX Trained Employees
Outsourcing companies have effective hiring and training processes for customer service representatives. You will be backed by highly qualified, trained, and experienced employees. They will ensure that your customers leave with the best experience.
Time Coverage
It is mandatory for companies with an international client base to keep their customer service running 24 hours. Outsourcing is a way of providing round-the-clock services for your customers.
Multilingual Support
Providing global support is as important as selling products. Your business should be able to cater to customers beyond geographical boundaries. You get to hire multilingual representatives when you outsource your customer service.
Risk Management
Customer care is a big part of your business. When you share responsibility for customer services with an outsourcing partner, it enables shared risk. The BPO will be responsible for customer service failures and the cost that comes with them.
Regular Reporting
One benefit of outsourcing is that you always receive frequent work reports, regardless of the service you use. Thus, you will be able to get insights into your customer service performance.
Cons of Outsourcing Customer Services
Offshore Communication Challenges
Communication is the biggest challenge in managing an offshore customer service team. The quality might decline if you fail to make sure that your outsourced representatives are fluent in English.
Client Data Security
You have to share a large amount of data with your outsourcing partner. Client data is vulnerable to a company. Therefore, companies still hesitate to outsource their customer services. Your outsourcing partner should be able to safeguard your data against cyber attacks.
Top 10 Customer Service Outsourcing Companies in the Industry
Founded in 1978, Teleperformance is an omnichannel customer service provider. The company provides multiple CX services including customer care, customer acquisition, consultation, and digital CX implementation services. Besides customer-related services, the company also offers back office, collection, and technical support services.
Teleperformance currently operates in 80 countries and has more than 3 million multilingual agents. They have both human and AI-enabled customer service solutions. Industry experience and diverse client base makes Teleperformance one of the leading omnichannel customer service providers.
2. ASL BPO
ASL BPO was founded in 2014 with the aim of providing cost effective customer service support to global businesses. The company currently provides round-the-clock 24/7 customer care outsourcing service and back office service solutions to a large number of clients in the USA, Spain, Hungary, and Australia.
With a highly cost-effective budget of as low as $6 per hour, the company provides a range of top-notch services. They are well known for their virtual assistant service , back office service support, digital marketing, and SEO services. Moreover, ASL BPO is an ISO-certified company. All the customer service representatives are trained in fluent English. The other biggest perk is that ASL BPO keeps its representatives on-site. Thus, the quality of customer service is never jeopardized.
3. Influx
Influx is a remote customer support agency that provides scalable customer services. The company currently works in 15+ countries and 123+ cities globally. They believe that automation is great but human-enabled customer service sets the best experience.
The biggest advantage of Influx is that the company has flexible tailored CX plans for different companies. Also, they provide both offshore and onshore customer service representatives for different support channels like LiveChat, voice support, email, social media, and many more. Besides customer support, the company also has eCommerce, technical, SaaS, and back office support services.
Magellan Solutions is a call center provider in the Philippines with 17 years of industry experience globally. They have an SME-focused business model. As a leading business process outsourcing provider, Magellan Solutions delivers outstanding customer support on every digital touchpoint.
The company has HIPAA-compliant, GDPR-compliant, and ISO-certified contact centers. The inbound contact center services include 24/7 answering services, omnichannel and multilingual support, and virtual reception services. Outbound calling support includes lead generation, telemarketing, market research, cold calling services, etc.
5. TDCX
TDCX, previously Teledirect Telecommerce, was established in 1995 as a provider of business process outsourcing (BPO) services in customer experience and Asia's Best Outsourced Pacific's contact center, with worldwide offices in China, Japan, Hong Kong, the Philippines, Singapore, Malaysia, and Thailand.
The award-winning company focuses on creating a customer-centric outlook and a digitally connected experience. The company currently serves in 12 strategic locations with more than 14,000 talents.
TELUS International is a customer experience pioneer based in Canada that develops cutting-edge digital services for innovative brands. The company was founded in 2005 and made its first debut on the public market in 2021. It provides solutions for the digital customer experience, including AI and bots, omnichannel CX, mobile options, cloud contact centers, big data, platform transformation, UX/UI design, etc.
The company provides CX support in over 50 languages. They work globally with over 600 companies.
7. Helpware
Helpware was founded in 2015. They specialize in providing customer service solutions to e-commerce and SaaS companies. Helpware’s clear focus is on people as a service. Their customer service includes one Customer Service Manager (CSM) for each client.
Helpware offers customer service in over 20 different languages. They also have a dedicated team to provide end-to-end technical support for their clients. Helpware has developed over the years. At the beginning the company was serving startup firms only. Currently, they also serve as client partners for large enterprises.
8. Sykes
Sykes Enterprises is a US-based company established in 1995. The company works with one mission: to help people, one caring interaction at a time. The main focus of the company goes to finding REAL PEOPLE. REAL SOLUTIONS.®
Sykes is a market leader, providing customer services accompanied by demand generation and customer engagement services.The company has served over 2,000 companies globally. You can find customer support services, sales support, digital marketing, and tech support all under one roof at Sykes.
9. Ascensos
Ascensos, a company that provides outsourced customer service, was established in the UK in 2013 with the goal of improving the customer experience by putting a human touch on customer care. Ascensos' BPO services include omnichannel customer solutions and digital CX transformation by enabling AI-enhanced services.
The Scottish outsourcing company employs more than 3,000 people in several countries. They have a hybrid approach of people and technology that offers a top-notch customer experience.
10. Skycom
A Florida-based call center, Skycom, has operations around Latin America and the Philippines. The company offers AI-enhanced customer support services on various channels. With 15 years of experience, Skycom is known to be the best value nearshore provider in the industry.
Skycom provides all certified agents with native English. The advantage of partnering with Skycom is that they do not require any licensing or setup fees. They have free consultation before getting on board with their services. Currently, Skycom is proudly serving 35+ clients in 5 countries.