The 7 Best Customer Service Outsourcing Companies in 2024

The best customer service outsourcing firms

Today, there are customer service outsourcing firms around the world, including many that are highly rated, right here in the United States.

This article is a guide to the best customer service outsourcing companies anywhere, based on our in-depth research and comparison. We have considered price, history, reliability, and value in these services, and created a list that you can use to start your search for a new provider.

Evaluating Customer Service Outsourcing Companies: Key Criteria

There is no doubt that the most important aspect of running a successful business these days is quality customer service. Without it, you can quickly see your business disappear. Finding talent to provide a high level of customer service is often difficult, and that is why more and more companies are turning to customer service outsourcing to handle this part of their business.

By outsourcing your customer service, you can offer a higher level of service without having to deal with training, paying high salaries, or taking up office space. But, you need to do some research to make sure that the outsourcing company you use is fully aligned with your business in a number of different ways.

The first thing that you should determine is if the outsourcing company has worked in your industry. Do they have the kind of experience that you need? Also, the technology that they use should be able to be fully integrated into your systems, which will provide less miscommunication and happier employees. Some of the largest outsourcing companies use state-of-the-art technology platforms to handle various communication channels – phone calls, emails or social media,

Another issue that you may need to contend with is a potential language barrier. Both language and cultural differences could cause problems for your customers, so keep these issues in mind when evaluating any company. As we all know, language and cultural barriers can often trigger bad customer experiences.

Scalability is another factor that you should look at. Ideally, your choice should enable you to make changes as your company grows, both in the short term and long term. options as well as pricing structure – these should ideally align with both your short-term needs and long-term

Finally, transparency is always going to be important when dealing with any outsourcing partner. You should be able to see regular updates on performance metrics such as First Call Resolution (FCR) and Average Handle Time (AHT) so you can properly gauge the effectiveness of the outsourcing employees and whether or not their performance positively impacts your business.

The best customer service outsourcing company for your business will act as a full partner in your goal to provide the best possible service to your customers. You should feel assured at all times that they are providing the high quality of service that your employees would do. Here are a few of the best customer service outsourcing companies that you may want to investigate:

#1: Boldr

Boldr was born in the Philippines and is one of the leading customer service outsourcing firms in Southeast Asia. They utilize a very unique impact-oriented approach that involves empowering skilled individuals from developing regions and providing them with plentiful opportunities to succeed.

Boldr is known for both customer service and on-time delivery. Their customer service model is based on versatility and personalization and they can provide specialized solutions for each customer. Their technological strategies are tailor-made and their focus on streamlining processes to enhance productivity is commendable.

But what makes Boldr so unique is its people. They consist of a varied mix of diligent professionals who are serious about making your customers satisfied. Whether they are answering phone calls or responding to chat messages, they will answer queries with grace, patience, and genuine care for your customers.

Their data-driven insights will provide you with the information you need to get even better use out of their employees as well as monitor the effectiveness of all your campaigns. They utilize key performance indicators (KPIs) to help analyze trends over time as a means to improve customer interaction.  By choosing Boldr as your outsourcing partner, you will get a team of highly-trained professionals who can meet your needs.

#2: Foundever

Foundever is one of the best customer service outsourcing companies anywhere

Foundever was launched in 2021, and has quickly skyrocketed to the top of the customer service outsourcing ranks, due in part to its innovative suite of solutions and focus on customer satisfaction.

Another reason why they are so popular is their state-of-the-art technology stack that has been created by their tech-savvy team of innovators. By incorporating AI and machine learning into their work processes, they are able to offer 24/7 chat responses, ensuring that your customers can always be helped.

Foundever maintains a high level of commitment to agent training and development, with rigorous training that gives them the technical skills they need and also teaches them how to interact with integrity with your customers. Every interaction reflects your brand’s identity and values, and their flexible pricing policy means that there will be a price point that fits your company’s budget.

This company works with small startups looking for cost-effective programs as well as large corporations that are looking for comprehensive customer service solutions. Whether you are looking for a partner who is well-versed in robust technology infrastructure, one with highly-trained agents, or one that can fit your budget. Foundever is one of the best customer service providers around.

#3: Telus International

Telus International is a truly international brand with offices in more than 20 countries. It is known for its stellar customer service as well as its comprehensive suite of services and solutions. Their highly-trained, multilingual staff knows how to make your customers happy.

Through the use of the latest tech as well as AI and machine learning, they are able to provide a quick response time and more accuracy than pure human-based sources. But, they do provide the human touch, with agents that are trained in empathy, patience, and understanding.

Telus International also offers IT consulting and digital transformation, and is experienced in a variety of industries such as telecommunications, healthcare, financial services, and travel.

What really sets Telus International apart from its competitors is its corporate culture which is based on a  “We Give Where We Live” philosophy. They are known for providing exceptional service on behalf of clients as well as making a positive social impact, too.

#4: Odondo

Odondo is one of the industry leaders in customer service outsourcing. Based in the UK, this firm is known for its top-tier customer support solutions that are customized solutions to each client.

They have created a model of combining human interaction with artificial intelligence that has enabled them to streamline their processes and provide quicker response times. But, at the same time, real-life agents bring the warmth and understanding your customers expect.

Odondo’s training program is designed to ensure that all of their employees are trained in real-world scenarios and are ready to please customers the very first time they interact with them. Their data security is also top-notch, with stringent security measures put in place to protect your customers’ data.

#5: Big Outsource

Big Outsource offers a comprehensive range of contact center solutions. They are well-known in the business process outsourcing (BPO) industry, due in part to their ability to handle some of the largest scale operations and do so while delivering superior customer service.

Big Outsource consists of a team of seasoned professionals who have been trained to provide the highest level of service. They are trained regularly in nurturing relationships and fostering trust, so your company will always be reflected in the best possible way.

One feature that sets Big Outsource apart from its counterparts is its adaptability and its ability to grow as your company grows. Their pricing model is based on getting you the most value for your money with a custom-made approach to pricing. You can add features as you grow, or scale back when you need to.

Big Outsource has the ability to understand your business goals and deliver impressive results while helping you to stay on budget.

#6: SupportYourApp

SupportYourApp is a top-tier tech and cybersecurity assistance company that is at the forefront of helping those who are challenged by cyber threats. They have a tech-savvy team of experts who are well-versed in the role that technology plays in today’s customer experience landscape.

SupportYourApp uses the latest tools to streamline processes, facilitate effective communication channels, and help you to create a smooth and satisfactory customer interaction. They provide omnichannel support, which means that they can interact with your customers via phone calls, emails, social media platforms or live chats, which is what a lot of customers prefer these days.

Their ‘Consultant Approach’ to partnering means that they want to fully understand your business so that they can provide the best possible service for you as well as your customers. They can provide insights into areas of your company that you have not have addressed and suggest improvements that can increase your customer satisfaction.

Another factor that sets SupportYourApp apart from other customer service outsourcing companies is its embedded cybersecurity measures. Their  ISO 27001 certification means that you can rest assured that your data will be secure, and their built-in security protocols are designed to enhance customer interactions while safeguarding against data breaches.

It can be difficult to find an outsourcing partner that you can trust, but finding one that also excels at tech support and takes cybersecurity is even harder. SupportYourApp offers the high-tech capabilities that you expect and can improve your overall customer service delivery from day one.

#7: Helpware

Helpware was founded in 2015 and although it is relatively new, its growth has been remarkable. They have grown so quickly by providing cutting-edge services and the latest technology to their customers. In short, they focus on creating positive experiences for both your business and your customers.

Helpware takes pride in the belief that they are bringing humanity back into customer service. By using a combination of highly-trained, international experts and the latest in AI technology, they ensure seamless interaction with all of your customers.

This company has offices in numerous countries, including the Philippines, Mexico, and the United States, and this global presence allows them to offer services round-the-clock in multiple languages. which ensures seamless interaction between your brand and customers from different parts of the world.

They offer Customer Experience Representatives (CERs), back-office support, technical support, and sales enablement functionality, each of which can be personalized to your particular requirements. The levels and types of support can also be added or removed at any time to provide full scalability.

Helpware is known for its investment in talent, by recruiting people who are passionate about delivering outstanding customer service. By doing so, they offer your customers the best possible customer service with the kind of support that creates relationships.  then provide continuous training to ensure they are up-to-date with industry trends and technologies.

By adding Helpware’s customer service ability, you will be able to ensure exceptional customer experiences that are not hindered by language limitations or timezone constraints.

Benefits and Challenges of Outsourcing Customer Service

Outsourcing your customer service operations may seem like a risky thing to do, but it doesn’t have to be. While you may be giving up just a little bit of control, the benefits you will reap will be well worth it.

Outside companies generally have a higher level of expertise when it comes to interacting with customers. They offer more in terms of services than your own employees can, and you don’t have to train them. 

The best customer service outsourcing companies also have access to technology that you can only dream of. By taking advantage of their high-tech services and staff, you will save on having to hire your own IT department.

One factor that a lot of companies are having these days is the inability to find qualified workers. If you are in a geographical location where labor costs are high or the labor pool is sparse, outsourcing customer service simply makes sense.

Another factor that can really help your business is that an outsourcing partner can adjust your support team size promptly and efficiently. You won’t find yourself hiring when business is good and firing when business is slow.

However, we should not ignore that there is a potential downside to outsourcing of any kind. Especially if you are outsourcing overseas, language and communication styles can become an issue. Therefore, it is important that you choose a company that can assure you of the training and language skills of each employee.

Quality control might also cause problems when you outsource customer service operations, particularly in the first stage of the partnership. You can minimize these disruptions by keeping a constant check on quality standards through the use of tracking systems.

Privacy issues may scare you a little, particularly when it comes to an outside company handling your customers’ data. Make sure you choose a company that is up to date on data security and understands the risk of cyber breaches.

Outsourcing customer service functions is a big decision, but when you do your research, you will see that it may be one of the best things you have ever done for the growth of your business.

How to Choose the Best Customer Service Outsourcing Companies For Your Needs

So, the real question is this: How do you know which outsourcing partner is right for your business? There are certainly a lot of factors to consider, but you can make the decision easier by going down a very simple checklist of requirements.

To begin with, it is time to begin to understand your own needs and expectations. What aspects of customer service do you want your outsourcing company to focus on? Once you understand what this is, find a partner who specializes in just what you need.

The volume of queries you are expecting will also determine the type of company you are looking for. Ideally, the outsourcing firm should have experience with your volume of interactions and proof that they have handled it successfully.

The company’s reputation and reliability are going to be extremely important. Take the time to read client testimonials or speak personally to some of their clients. Do your research and find out more about the company and the types of clients it has worked with.

It is also going to be important to partner up with a company that works with some of the same technology that you already have. Taking the time to understand the technological compatibility between your systems and their systems will end up saving you a lot of hassle down the line.

Your company’s culture should also fit with their culture. You may not think of this as an important feature, but it is. After all, the outsourcing company’s employees will be interacting with your customers and you want that interaction to feel natural and seamless. If you can, try and visit the outsourcing company, or interact with them on video meetings to get a better idea of who they are.

The nuts and bolts of your service agreement needs to be hammered out well in advance so both parties know what is expected. Service Level Agreements (SLAs), pricing models, contract length and renewal terms, exit clauses, and other agreements need to be dealt with upfront.

Your outsourcing partner should be able to provide you with a good look at their employee training programs. This will certainly give you a better idea as to what they expect of their employees, and what you can expect when they interact with your customers.

Choosing the right customer service outsourcing partner requires careful consideration and meticulous research. By following these guidelines, you will be better able to find one that meets your needs and your budget.

Best Practices for Working with an Outsourcing Company

Best practices are important when your focus is on creating a partnership that is smooth and productive. Communication should always be integral, transparent, and clear about expectations, goals, and requirements.

It is a good idea to set specific, measurable goals that are easily understandable by all parties. Regular meetings can help to ensure everyone is on track. One mistake a lot of companies make when partnering with an outsourcing company is that they fail to introduce them to the way their company works. Show your outsourcing company what you expect, how your employees act and how they are trained.

Make sure they have access to all the resources they might need during their work process and perform regular quality checks or audits to ensure everything is working as it should. Not only should you provide them with feedback, but having them provide you with feedback is also beneficial.

Mutual respect and understanding of cultural and language differences when working with an international outsourcing company can be challenging, but it is certainly worth investing in. By doing so, you will get better service from them and that will translate into greater profitability for you.

An important point to keep in mind is when you are building a partnership your bottom line should not be your deciding factor. You might save a few dollars at first, but those savings could cost you immeasurably in the long run. Building a strong partnership is based on mutual respect and common goals. This helps to ensure long-term success for both parties.

Conclusion

You probably already realize that we are in an era when handling all functions of a business internally often doesn’t make sense. By outsourcing customer service to a specialized company, you will be making not only a strategic move but a necessary one that will ensure excellence in service delivery.

The best customer service outsourcing companies reviewed above all have unique strengths that define them.  Boldr’s commitment to impact sourcing, Foundever’s high-tech solutions, Telus International’s international focus, Odondo’s flexible and transparent business model, Big Outsource’s affordability, SupportYourApp’s start-ups, or Helpware’s customized solutions – all of these companies provide the highest level of expertise and customer service.

Outsourcing can obviously be challenging, but by understanding what you need and evaluating the options available, you will be able to find a partner that you can work seamlessly with. Not only will you experience improved efficiency and cost savings, but your increased focus on your core business will help you to thrive.

By partnering with a high-quality outsourcing company that understands your needs, you can deliver the high level of customer experiences that your clientele deserves.

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