近两年由于陷入鸡娃的泥沼不能自拔，所以护肤、看电影还有这个公众号什么的都无暇顾及。说是“鸡娃”是抬举自己了，顶多就是努力跟上大部队的步伐~~~从来不以娃为中心的我，这几年将“以娃喜，以娃悲”发挥到及至，娃考好了，请吃饭；娃没考好，拉着人家絮絮叨叨的抒发半天心里的郁闷。搞得大家都以为我是有多重视学习，多功利的一个妈妈~~~
其实学习成绩从来不是我的评价体系里最重要的一项指标。在分数最为重要的学生时期，别人是想着提高分数，我天天想的和做的是怎样全面发展，不让人觉得自己是个只会读书的书呆子。所以对于自己的娃，我教育的底线是至少不成为思想狭隘、自私和自我为中心的人。但是这些都需要具有一定的学习能力，才能扩展自己对世界上人和事的认识，从而不会成为我最担心的那类人。这是我一直想跟娃说但是又担心说不清楚的事情。正好最近娃看了我给她买的一本儿童哲学书，尽然天天开始担心自己会死，担心到平日倒床就睡的人睡不着觉，还问我“既然人都要死的，那活着还有什么意义呢？”这真是难为我这种钢铁理科生了。于是找了好多书看，而这本“你想活出怎样的人生”就是批着心里鸡汤类的外衣，但是讲的却是异常质朴，并且我十分认同的原则性的生而为人真正重要的东西。
关于学习：
“……无论是谁，个人经验总是有限的。人类拥有语言，因此可以将自己的经验分享给他人，也可以倾听了解他人的经验。而且人类发明了文字，可以通过书籍互相传递经验，并对比不同的人在不同场合的经验，从各方面汇总。这样尽可能多方面地汇总经验，以不冲突的方式整合在一起，就是做学问。可以说，各种学问都是将人类至今为止的经验汇总起来形成的。人们从前一个时代继承经验，在此基础上再积累新的经验，才能从与野兽无异的状态进化到今天。如果每个人都像猿猴一样重新再来一遍，就永远都会和猿猴一样，绝对无法达到今天的文明。因此我们要尽可能钻研学问，从人类积累至今的经验中获得知识，否则耗费再大的精力也没用。在此基础上，竭尽全力解决人类发展至今仍然无法解决的问题，在这样的条件下产生的发现，オ是人类真正的发现，才能被称为伟大。” 我想你已经明白了学习的必要性，不需要我再多说什么了。如果想获得伟大的发现，首要任务就是拼命学习，登上这个时代的学问顶峰，然后在顶峰上工作。但是，为了在顶峰上工作，为了登上顶峰。小哥白尼，你要牢记，不能丢失你半夜醒来后对疑问穷追不含的精神。
关于看待事物的方法：
“人习惯以自己为中心思考、判断事物；即使长大了，这种特性同样根深蒂固。等你长大了就会明白，在广大的世界上，能完全改掉以自己为中心思考的习惯的人，其实非常稀少。尤其碰到事关利害得失的时候，要跳脱自己的立场作出正确的判断，实在很难。面对利害得失如果还能抱持像哥白尼那样的想法，可说是非常了不起。大多数人往往陷入自私的想法，所以看不清真相，只看得到对自己有利的事。 如果人一直坚信地球是宇宙的中心，恐怕就无法了解宇宙真正的样貌；同样地，总是以自我为中心判断事物，也会让人不了解周遭事物的真相。这种人一定看不清重大的真理。平时我们当然会说是太阳升起、落下。有关这些日常的事物，按照习惯这么说并无大碍。不过，如果想了解宇宙的重大真理，就得舍弃那样得想法。世上其他事物其实也一样。”
关于对人的看法：
“重要的不是世俗的眼光或其他，而是你自己必须从灵魂深处了解人到底是什么地方了不起。然后，必须激发自己的向上心，打从心底想成为了不起的人。好事就是好事，坏事就是坏事，逐一判断好坏的时候，以及做你判断的好事的时候，都得贯彻从你胸中涌现的热切的情感。我并不是要模仿北见的口头禅，不过你必须有［不管谁怎么说］的决心。 如果你不这么做，即使我和你母亲期望你成为了不起的人，即使你自己也想成为了不起的人，恐怕你只能成为［看起来了不起的人］，不能成为真正［了不起的人］。世界上有许多人喜欢表现得让别人觉得他们很了不起，这些人最在意别人怎么看自己，总是忽略了真正的自己、原来的自己是什么样的人。我不希望你成为这样的人。 所以，小哥白尼，我再重复一次，你必须珍惜自己的感受和深深感动的事。不要忘记这些事，而且要认真思考这些事的意义。”
关于贫穷：
“小哥白尼，随着你长大成人，你会渐渐知道：贫穷的人在生活中基本上都很自卑。褴楼的衣衫、脏乱的家，还有每天简单的食物，都很容易就让他们无地自容。当然，也有生来贫穷但依然很自信的高尚入士，但在这世上，很多人都会在有钱人面前完全抬不起头来，好像自己低人一等，只会胡乱点头哈腰。这种人自然得不到别人的尊重，倒不是因为他们没钱，而是因为他们卑怯的性格，受人蔑视也没办法。但是，小哥白尼，就算是自導心很强的人，一旦陷入贫穷，也会因某些事而感到自卑，这是人之常情。所以，我们不要忘记时时谨言慎行，以免让他们感到自卑。对于人来说，再没有什么比自尊心受伤更糟糕的体验了。贫穷的人常会有那样糟糕的体验，因此千万不能在无意中伤害他们容易受伤的自尊心。 从道理上说，就算贫穷，也不应该因此而自卑。人真正的价值并不存在于穿着、住宅和食物中。无论穿着多么名贵的衣服、住着多么奢华的宅邸，笨蛋就是笨蛋，小人就是小人，作为人的价值不会因此而提高。若是心灵高洁、博学多闻的人，即使贫穷、也是值得尊敬的、了不起的人。因此，若人为自己拥有的价值抱有真正的自信，那么无论境遇如何，都可以生得心如止水。作为人，在贫穷的境中不该看低自己，在富移的生活中也不要自以为是。自始至终，我们都必须着眼于自己作为人的价值。如果还因贫穷而自卑，就证明作为人还远未合格。”
……好吧，希望于辰辰共勉之~~~
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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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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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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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