One of the jarring things about September 11, 2001, is the fact that there were so many witnesses and because of that there were so many different people that were able to capture images of what happened on that day.
These incredible pictures, courtesy of Shared, capture the moments after two planes struck the twin towers of New York’s World Trade Center and one nosedived into the Pentagon in Washington on September 11, 2001. As we mark the anniversary of the deadliest terror attack on U.S. soil, let’s take a look back at some of the most polarizing images captured that day.
Black smoke billows from the North Tower, which was hit first, as a second plane bears down on the South Tower.
An explosion erupts as the plane rams through the upper levels of the South Tower.
Hundreds of people were trapped in the upper levels of the Twin Towers and as many as 200 of them are believed to have jumped to their deaths. Some held hands on the way down.
The most iconic image captured on that fateful day was ‘The Falling Man,’ snapped by Associated Press photographer Richard Drew. To this day, no one knows the identity of the man in the photo.
Though it was the second to be hit, the South Tower was the first to fall.
Then the North Tower came down.
70 civilians and 55 military personnel lost their lives at the Pentagon in Washington.
As two of the world’s tallest towers collapsed, the force of their falls covered everything in ash.
Marcy Borders, who escaped from the South Tower, died in 2015 from cancer believed to have been caused by inhaling the dust.
Over 400 emergency responders lost their lives.
Rescuers and volunteers searched for survivors in the rubble for days.
The Ground Zero Cross, which would become a symbol of inspiration and hope for Christian survivors.
Please share these sobering photos if you will never forget the day nearly 3,000 American lives were lost to radical Islamic terrorism. You can see even more at Shared.
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.
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.
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.