“Have you forgotten the wickedness of your fathers, the wickedness of the kings of Judah, and the wickedness of their wives, your own wickedness, and the wickedness of your wives, which they committed in the land of Judah and in the streets of Jerusalem? But they have not become contrite even to this day, nor have they feared nor walked in My law or My statutes, which I have set before you and before your fathers.” (Jeremiah 44:9-10, NASB)
In the Bible passage above, God is speaking through His Prophet Jeremiah. The remnant of Jews who were left in Judah after its destruction and exile had come to Jeremiah to ask God for His direction. What were they to do? Jeremiah came back to them with God’s instructions: Stay in the land of Judah. The people remained rebellious and obstinate, however. They had not learned the lessons of what happens when they disobeyed God’s word. The people decided that they would go to Egypt to reside. God takes them to task in this passage. As a result of the Jews’ obstinance, and the sins of Egypt, God promised to send Babylon to utterly destroy Egypt and the Jews within. Egypt would be uninhabitable for 40 years.
God leaves no one out of His indictment: Their ancestors, their kings, their kings’ wives, themselves, and their wives. God accuses them all of “wickedness.” The people not only disobeyed God by going to Egypt, but when they got there, they served the gods of Egypt! But as we’ve seen, these were a stubborn and obstinate people! God further accuses His people: “But they have not become contrite even to this day, nor have they feared nor walked in My law or My statutes, which I have set before you and before your fathers.”
, https://en.wikipedia.org/wiki/Jeremiah.
The Bible is full of lessons for us to learn. But WE are a stubborn and obstinate people. We have all these wonderful stories from which to learn, but we don’t. And yet, God still loves us, and wants us to have fellowship with Him! We can effect this through believing in His Son, Jesus. And we’ll get to spend eternity with Him in heaven!
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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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