Outsourcing your customer service can be a great way to not only reduce costs, but can actually lead to improved customer satisfaction and customer loyalty.
When scaling a business, the increasing costs can also reduce your ability to provide customer service at the levels you once delivered.
This is where customer service outsourcing companies can help your firm maintain great customer service, without breaking the bank.
In this article we have compiled a list of the best customer service outsourcing companies across the globe. We selected companies based on a criteria that included reputation, experience, range of services offered and feasibility for businesses across the globe.
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Our list aims to give you peace of mind so you can concentrate on other aspects of your business whilst maintaining the best customer service.
Best Customer Service Outsourcing Companies
- Consumer Links
- Telepeformance
- Alorica
- Concentrix
- Sitel Global
Consumer Links
Consumer Links are a global customer service outsourcing company who have delivered customer service solutions for some of the largest companies across the world.
Their client resume includes well known brands and market leaders such as;
- Arcadia Group (Topshop, Topman and Miss Selfridge)
- Toys 'R' Us
- City Chic Collective
- Avenue
Why Consumer Links Are Top Of The List
Experienced, high quality Customer Service agents - Consumer Links have a strict vetting policy when it comes to recruiting call center agents to manage your customer interactions.
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A high proportion of their team typically are educated to a higher degree, and already have customer experience across a multitude of other customer service campaigns.
Case studies have shown that their outsourced team has not just maintained customer satisfaction scores, but actually increased customer satisfaction ratings in comparison to in-house customer service teams.
Strategic Location - Situated in Durban, South Africa. Their location is advantageous more so than other regions due to its strategic timezone.
Not only does it provide Europe and the Middle East with resources on a similar timezone, it also benefits North American companies with 24/7 customer support services due to having operating hours outside of their normal working day.
Low Costs Without Compromising Quality - Overheads are reduced such as office space, employee hardware and general bills required to deliver customer service such as phone lines. All of these expenses are covered by Consumer Links.
Moreover, with their customer service operations being in South Africa, it allows firms to utilise cost savings in comparison to their own regions.
Some of their case studies these cost savings can amount to as much as 65% when using Consumer Links as a Customer Service Outsourcing partner.
UK based Headquarters - Although their contact center in South Africa provides your customer service solutions, their company is located in Manchester in the United Kingdom.
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This provides your company with several advantages, such as added an added layer of compliance and trust. And as they are registered as a UK entity, they have to strictly abide to data protection laws such as GDPR which safeguards your data further.
Flexibility On Demand - Consumer Links offer flexibility as standard in their service offerings across business processes. This is a huge benefit to eCommerce and online retailers, who may experience peak demand in their requirements for a set period of time.
The ability to increase when surges occur, and revert to the more consistent numbers enables their customers to stay agile to market movements without the burden of costs associated internally.
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You can discuss your customer service outsourcing needs with Consumer Links by filling in their website contact form.
Customer Service Outsourcing Companies - The Best of The Rest
Teleperformance
A global player in omnichannel customer service outsourcing, Teleperformance operates a vast network of call centers across numerous countries.
They excel in providing a variety of voice-based customer service solutions, including technical support, customer care, and inbound sales.
Known for their advanced analytics and process optimization, Teleperformance tailors its services to enhance customer engagement and satisfaction for businesses worldwide.
Alorica
Alorica stands out as a BPO provider, offering a blend of inbound and outbound call center services in their outsourced customer service solution.
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Their expertise spans across customer service, sales, and technical support, with a strong emphasis on creating customized solutions for its customers.
Alorica's global presence and innovative approach make them a recommended partner for businesses seeking to enhance customer interactions and drive growth.
Concentrix
Concentrix, a technology-enabled global business services company, specializes in customer service outsourcing and improving business performance.
Their call center services are designed to optimize customer interactions, focusing on customer enquiries, technical support, and retention strategies.
With a commitment to innovation and a client-centric approach, Concentrix delivers transformative customer experiences across various industries.
Sitel Group
Sitel Group is a global leader in end-to-end customer experience solutions.
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Their comprehensive call center services include both inbound and outbound support, specializing in customer care, sales support, and technical assistance.
Sitel's approach combines global expertise with local insights, leveraging advanced technology and analytics to drive customer satisfaction and customer loyalty.
What Is Customer Service Outsourcing?
Customer Service Outsourcing is the term used for the delegation of a businesses customer service operations, to a third party service provider.
It is a form of Business Process Outsourcing that can help companies realize their customer service needs without having to employ a dedicated team in-house.
The customer service outsourcing company can usually handle parts or all of the business needs.
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Whether that be both voice and non-voice support, outsourced customer service teams can help across a number of customer interactions.
Selection Criteria For Customer Service Outsourcing Companies
So you've read our compiled list of the the best customer service outsourcing companies, but how do you know that they are a good fit for your business needs?
In the next section we deliver a list of key items to consider when choosing your customer service outsourcing company.
Verified Credentials
Firstly, any customer service outsourcing company should be able to demonstrate the value they will bring to your business operations.
As standard, your potential outsourcing partner should be able to prove that they have significant experience in not just excellent customer service, but providing industry knowledge for your sector too.
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Multitude of Outsourced Customer Support Services
Your potential customer service outsourcing company should be able to provide omnichannel customer solutions to manage your customer care.
This omnichannel support provided by the best customer service companies is delivered across many mediums such as;
- Customer Service Agents providing phone-based support, both inbound and outbound
- Live Online support such as Live Chat, Business WhatsApp, Zendesk and SMS.
- Email Support Services
Other Key Services & Features
The best customer service outsourcing companies provide additional benefits that smaller entities do not provide.
Examples of this include;
- Multilingual support
- Fast response times
- Local and international compliance
- Data Security
- Full administrative access for instant reporting
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Best Customer Service Outsourcing Companies - Conclusion
By now, we hope we have helped you make a more informed decision on where your customer service outsourcing requirements could be best served.
As discussed throughout the post, Consumer Links stand out as a leading performer when outsourcing customer support services.
From experienced and educated customer service representatives and an impressive track record with well known brands. To multilingual support and culturally aligned teams to make your customer experience run as smoothly as you'd imagined.
Their business process outsourcing offerings ticked off our criteria checklist to give us confidence in recommending their services as our featured pick for customer service outsourcing companies.
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However, the other candidates mentioned in the article deserve notable credit too, and are worthy candidates for your outsourcing needs.
Frequently Asked Questions (FAQ)
Should I Opt for an In-House Customer Service Team or Outsource?
The choice between an in-house customer service team and outsourcing depends on various factors.
An in-house team offers more control and alignment with company culture, but can be more costly and resource-intensive.
Outsourcing can be cost-effective and provide scalability, but you have less control over customer interactions.
What Are the Potential Downsides of Outsourcing Customer Service?
If you do not choose a trusted and proven customer service outsourcing company can lead to challenges such as;
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- Quality control issues
- Cultural and language barriers
- Less direct oversight
- Potential security concerns
It's important to thoroughly vet and manage outsourced partners to mitigate these risks.
Why Do Companies Choose to Outsource Their Customer Service?
Companies often outsource customer service to reduce costs, access specialized expertise and improve service availability such as 24/7 customer support.
Customer service outsourcing allows organisations to focus on core business activities, whilst being able to offer scalability when needed to handle fluctuating volumes of customer enquiries.
How Can the Return on Investment (ROI) of Outsourcing Customer Service Be Assessed?
Measuring the ROI of outsourcing customer service involves;
- Evaluating cost savings
- Customer satisfaction scores
- Resolution times
- The impact on core business activities.
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It's important to compare these metrics against the costs of an in-house team, to determine the true ROI.
What Distinguishes Customer Service from Customer Support?
Customer service is a broader concept that encompasses all customer interactions aimed at enhancing their experience and satisfaction.
Customer support is more specific, focusing on assisting customers with technical issues, product problems, and other immediate needs.
How Important Is a Customer Feedback Loop in Customer Service?
A customer feedback loop is crucial in both in-house and outsourced customer service.
It helps in understanding customer needs, improving service quality, and making informed decisions.
Regularly collecting, analyzing, and acting on customer feedback is key to maintaining high service standards.
