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• Comment Link Samstag, 23 September 2023 02:47 posted by helpware

  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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• Comment Link Freitag, 22 September 2023 23:41 posted by Helpware

  top 10 call center outsourcing companies in 2023 if you
  re looking to improve customer experience
  or optimize your operations it s worth considering options beyond your
  own company today outsourcing customer support to one of the top call center written by alexei piskunov wednesday
  apr 05 table of contents if you re looking to improve customer experience or optimize your operations it s worth
  considering options beyond your own company today outsourcing customer
  support to one of the top call center outsourcing companies
  is definitely a smart business decision if you want to avoid all trials and tribulations of running an in-house call center this
  solution can be a budget-friendly way to handle customer concerns while significantly improving the level
  of customer satisfaction let s have a look at those bpo companies that take the
  top positions in the industry discuss what makes them stand out and go through
  the main tips for choosing the right call center why outsourcing a call center creating
  a positive customer experience is the main priority for most companies with
  so many competitors offering similar products and services in today s marketplace it can be challenging
  for any particular organization to stand out and attract
  new customers additionally modern customers are ready
  to pay more if they receive an outstanding experience offering excellent customer support services can give a business an edge over competitors by boosting customer retention and generating positive reviews
  ultimately driving profits conversely a poor customer
  experience can lead to customer loss and negative reviews
  which can harm a business choosing the best call centers for your business guarantees increased customer satisfaction streamlined operations and enhanced growth making it a crucial factor in achieving success in today s competitive
  market us call center outsourcing companies top list 1 helpware
  helpware is a leading customer support provider
  with headquarters based in the usa with call centers spread across four continents the core areas of expertise include a wide range of bpo
  services such as omnichannel customer support technical support it support content moderation data annotation data entry
  helpdesk back-office support etc since helpware positions itself as a reliable outsourcing partner
  for both startups and big enterprises there are companies of different sizes
  among the clientele ranging from small firms to renowned brands at helpware
  people come first and it pays off the needs of employees are the main priority and it
  shows in their work as they provide exceptional service pros applying a customized approach to recruiting and training
  dedicated agents offering exceptional expertise in all
  kinds of customer support tailoring packages to cater to the
  specific needs of different businesses 2 xact xact is
  a highly flexible outsourced call center based in orlando florida catering to businesses of different sizes they specialize in providing technical support and customer support services to businesses operating across diverse industries
  including property management e-commerce tourism healthcare
  hospitality and fintech xact has partnered with nice incontact since 2005 leveraging their cloud-based contact center toolkit to ensure the utmost data
  security for their clients pros providing a personalized 24
  7 telephone answering service ensuring service continuity through their
  fail-safe automatic transfer switches ats which seamlessly switch to an alternate power source during power
  outages 3 wing assistant the wing assistant is revolutionizing the process of recruiting remote workers on a global scale this
  innovative outsourced call center provides a fully-managed virtual assistant experience that helps entrepreneurs and small and medium-sized businesses scale by delegating laborious and time-consuming tasks to
  dedicated customer service professionals for a fixed monthly cost they offer outbound call center outsource
  solutions that are affordable and enable businesses to level up and enhance their customer service
  and technical support and boost their sales pros
  a dedicated client success manager to assist you in achieving your unique business goals and
  overcoming challenges a diverse range of managed outsourcing services including back-office support and staffing solutions with great
  potential in addition to call centers 4 triniter triniter
  is a renowned figure in the bpo industry with a global presence spanning
  the united states the philippines and india this american call center has established itself as the
  preferred outsourcing provider for inbound and outbound call center solutions sought after
  by major corporations pros a decade-long track record of
  providing customer support across more than 30 domains 24 7 customer support with an impressive 98 9 positive feedback rate
  5 tmp direct for over 34 years tmp has been providing bpo services advocating
  for clients brands and ensuring excellence through its team with a
  global presence tmp direct manages connections and relationships across various industries they offer custom end-to-end solutions including crm
  tools it infrastructure fulfillment and telecom platforms adapting to
  the evolving cx landscape they handle various communication channels from inbound and outbound
  calls and chats to social media and personalized correspondence pros providing an in-house it development team that eliminates the need for multiple vendors 6 answerforce this is proud
  of being on the list of five star call centers providing a range of professional call and chat answering services virtual reception services appointment scheduling and more
  answerforce has experienced call center agents at its disposal that are available round-the-clock to handle inbound
  and outbound calls and live chat support and conduct customer surveys
  in a professional manner this american call center works mainly
  with small and middle businesses covering such industries as
  home service restoration plumbing and electrical
  pros offering customized solutions to meet the specific needs
  of clients within particular industries which
  allows answerforce to provide highly tailored and
  effective services to their clients integrating with the client s
  workflow software this enables businesses to manage their customer interactions efficiently without having to switch between multiple
  platforms 7 fusion bpo services fusion bpo services group is a company with
  huge experience more than 33 years in the industry and offers voice services and other solutions to more than 250 businesses worldwide
  however what makes this provider stand out is its unique locations in addition to
  popular bpo destinations like the united states india and the philippines the company has offices in pretty exotic countries like el
  salvador jamaica morocco and colombia with 22 locations in 10 countries fusion is capable of delivering call center services in over 40
  languages pros by strategically locating its offices around the globe this company is able to offer 24 7 customer support across multiple time zones making it easy
  for customers to get the help they need whenever they need it
  a diverse workforce and multilingual capabilities enable them
  to provide support in various languages making their services accessible to a wide range of customers
  the outsourced customer service of this
  provider is reasonably priced that varies depending on the expected amount of calls and service level you may require 8
  supportyourapp supportyourapp is an outsourced customer support company with a multinational team that provides inbound and outbound services and back-office customer support for innovative software and hardware companies they have received numerous awards for providing exceptional customer experiences but their commitment to quality and security is paramount supportyourapp is pci
  dss compliant and adheres to the general data protection regulation gdpr pros ensuring
  the highest data security standards and preventing any
  data leaks they take great care in protecting sensitive information and clients can trust that their data is safe streamlining the integration process with the
  help of their dedicated integration department providing
  their clients with a crm solution that integrates incoming calls chats and emails into one system and implementing ai solutions to the chats which many small
  businesses find appealing 9 vcall global vcall global
  is a provider of innovative service solutions to different businesses
  across various industries they offer a range of services including customer service tech support back-office
  solutions interactive voice response ivr services telecom billing
  solutions and software development solutions using advanced technology and infrastructure
  they offer common services through multiple channels vcall global is the preferred choice for businesses
  seeking a perfect blend of flexibility and quality in their services pros adhering to turnaround times ensuring that clients receive their services
  in a timely and efficient manner empowering their call centers with a robust cisco network which enables vcall global to offer seamless uninterrupted service to clients regardless
  of their location or the complexity of their needs providing enhanced security features that protect client data and information ensuring that
  their privacy is always maintained 10 call masters bpo the company provides inbound and outbound call center services as well as remote administrative solutions such as data entry appointment setting reservation services etc their streamlined
  workflow and marketing automation ensure that important phone calls are never missed
  with their expertise and dedication they can help businesses resolve customer queries
  acquire leads and enhance administrative business processes too pros enabling businesses
  to easily scale up or down based on demand and their remote employees to work in split shifts due
  to their cloud-based virtual call
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