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15. Top 10 Customer Support Outsourcing Companies in 2023 | 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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