In today’s fast-paced business environment, delivering exceptional customer service is non-negotiable. For many companies, partnering with top-notch customer service outsourcing providers is the key to achieving this goal efficiently.
This article explores the top 15 customer service outsourcing companies of 2024, highlighting their strengths and why they stand out in the industry.
My Top Picks
What Are the 15 Best Customer Service Outsourcing Companies?
My 10 Best Customer Service Outsourcing Companies Shortlist
To kick off our exploration, here’s a curated shortlist of the top 10 customer service outsourcing companies that have consistently delivered outstanding results across various industries:
- Best for a freelance customer service solution: Upwork
- Best for customer retention through quality service: PartnerHero
- Best for leverage nearshore teams to scale your business: RPM BPO
- Best for customer service that matches your brand voice: Influx
- Best for businesses that innovate to transform their customer experience: Concentrix
- Best for a broad range of service including back-office support: HelpSquad BPO
- Best for trained legal assistants: Back Office Betties
- Best for omnichannel customer expericences: Teleperformance
- Best for customer service in multitude of industries: Telus International
- Best for multi-continent operations: Skycom
Why You Should Trust This Review
Before diving into our detailed comparison, it’s essential to understand the criteria behind our selection process.
Our reviews are based on extensive research, including customer feedback, industry reputation, service offerings, and scalability, ensuring you receive unbiased insights into each outsourcing provider’s capabilities.
15 Best Customer Service Outsourcing Companies
Here’s a brief description of each customer service outsourcing company that explains the key services each service provider offers.
1. PartnerHero
PartnerHero is for customer retention through quality service.
Key Benefits
- Custom-Built Teams
- Flexible Service Options
- Technical Expertise
- Comprehensive Support Channels
Product
Pros/Cons
Ratings
- Customization
- 24/7 Support
- Technical Specialization
- Managing remote teams across different time zones can present logistical challenges.
- Some businesses may prefer in-house teams for tighter control over service quality and brand representation.
Value
4.7
Features
4.8
Performance
4.8
Ease of Use
4.8
Design & Themes
4.9
Integrations
4.7
4.7
Overall Score
User Rating
4.8
reviews
Pricing
PartnerHero’s pricing starts from \$10 per hour, making it a cost-effective option for businesses looking to outsource customer support while maintaining quality service.
Opinion Piece
PartnerHero is a robust choice for businesses prioritizing customer retention through high-quality service. The ability to customize support teams ensures that clients receive a personalized customer experience that aligns closely with their brand values. The flexibility in service options, including different geographic locations and technical expertise, enhances PartnerHero’s appeal for companies looking to scale their support operations efficiently.
However, like any outsourcing solution, there are considerations, such as potential challenges in coordination and maintaining consistent service standards across remote teams. Businesses should weigh these factors against the benefits of cost savings and specialized expertise offered by PartnerHero.
Overall, PartnerHero seems well-positioned to meet the customer support needs of many businesses, particularly those aiming to maintain a strong brand presence through exceptional customer service.
2. Upwork
Upwork is a freelance customer service solution platform..
Key Benefits
- Access to Global Talent
- Flexibility
- Scalability
- Platform Tools
- Global Payments
Product
Pros/Cons
Ratings
- Diverse Talent Pool
- Payment Protection
- Ease of Use
- Flexibility: Ability to hire on-demand or for long-term projects.
- Fees
- Quality Variability:
- Competition
- Dependency on Platform
Value
4.7
Features
4.8
Performance
4.8
Ease of Use
4.8
Design & Themes
4.9
Integrations
4.7
4.2
Overall Score
User Rating
4.8
reviews
Pricing
Upwork’s pricing structure varies depending on the nature of the project and the freelance talent hired. Fees typically include a percentage of the freelancer’s earnings or a service fee on the client’s side. Specific pricing details are available upon request and can vary widely based on the services required.
Opinion Piece
Upwork serves as a powerful tool for businesses needing flexible staffing solutions, especially in customer service and technical support. Its ability to connect businesses with a global pool of freelancers offers unparalleled flexibility and scalability.
However, like any platform, success on Upwork depends heavily on careful freelancer selection, clear communication, and managing costs effectively.
For businesses willing to navigate these challenges, Upwork can be a cost-effective and efficient way to access specialized talent and scale operations as needed. It’s particularly beneficial for startups and small businesses looking to expand their capabilities without committing to full-time hires. Overall, while it requires some effort to navigate, Upwork remains a valuable resource in today’s gig economy landscape.
3. RPM BPO
RPM BPO are specialized in nearshore customer service and business process outsourcing solutions, including sales and back-office support.
Key Benefits
- High quality service standards
- High English Proficiency
- Cultural Alignment
- In-Depth Training Programs
Product
Pros/Cons
Ratings
- High Service Quality
- Fluent English and Spanish
- Cultural Compatibility
- Skilled Workforce
- Pricing Transparency
- Availability
Value
4.7
Features
4.8
Performance
4.8
Ease of Use
4.8
Design & Themes
4.9
Integrations
4.7
4.2
Overall Score
User Rating
5.0
88 reviews
Pricing
RPM BPO’s pricing is not publicly disclosed and is available upon request. This suggests they offer customized solutions tailored to each client’s specific needs and scale.
Opinion Piece
RPM BPO is a robust option for North American companies seeking high-quality, reliable customer service outsourcing solutions. Their emphasis on English proficiency and cultural alignment is particularly beneficial for businesses prioritizing seamless communication and customer experience. Investing in employee training and advanced technology further underscores their commitment to maintaining service excellence.
However, transparent pricing could be a drawback for businesses that need to budget precisely from the outset. Overall, RPM BPO’s service quality and cultural compatibility strengths make it a compelling choice for nearshore outsourcing.
4. Influx
Influx known for customer service that matches your brand voice.
Key Benefits
- Flexible Agent Location
- Brand Voice Alignment
- Multichannel Support
Product
Pros/Cons
Ratings
- High Customization
- Comprehensive Support
- Experienced Agents
- Global Reach
- Initial Cost
- Dependence on Service Quality
Value
4.7
Features
4.8
Performance
4.8
Ease of Use
4.8
Design & Themes
4.9
Integrations
4.7
4.3
Overall Score
User Rating
4.4
53,226 reviews
Pricing
- Starts at $999/month for 8 hours a day, 7 days a week.
- Detailed pricing is available upon request, which likely varies based on specific business needs and service scope.
Opinion Piece
5. Concentrix
Concentrix is best for large and multinational companies seeking comprehensive, scalable, and technologically advanced customer service and business process outsourcing solutions.
Key Benefits
- Scalability and Flexibility
- Comprehensive Service Offerings
- Industry Expertise
Product
Pros/Cons
Ratings
- Global Presence
- Diverse Service Offerings
- Industry Specialization
- Technological Integration
- Complexity of Services
- Potentially high costs for smaller enterprises
Value
4.7
Features
4.8
Performance
4.8
Ease of Use
4.8
Design & Themes
4.9
Integrations
4.7
4.3
Overall Score
User Rating
4.3
53,226 reviews
Pricing
Pricing is not publicly available. It varies based on specific service requirements and business needs. Potential clients need to request a quote for precise pricing information.
Opinion Piece
Concentrix is a powerhouse in the customer service and business process outsourcing (BPO) industry. It offers a comprehensive suite of services that cater to a wide array of business needs. Its global reach and multilingual support make it ideal for multinational corporations seeking consistent service delivery across various regions.
Concentrix’s standout features are its diverse service offerings, including IT services, consulting, and analytics, making it a one-stop shop for businesses looking to streamline their operations. The company leverages advanced technologies like AI and machine learning to enhance service delivery, improve response times, and provide valuable insights into customer behavior.
While the lack of publicly available pricing details may be a drawback for some, Concentrix’s comprehensive, scalable, and technologically advanced customer service and BPO solutions are well-suited for large enterprises and multinational companies.
Help Squad BPO is for a broad range of services including back-office support.
Key Benefits
- Comprehensive Service Range
- 24/7 Operations
- Global Team
- Back-Office Support
Product
Pros/Cons
Ratings
- Diverse Service Range
- 24/7 Availability
- AI Integration
- Cost-Effective
- Scalability for Larger Businesses
- Potential for Over-Reliance on AI
Value
4.7
Features
4.8
Performance
4.8
Ease of Use
4.8
Design & Themes
4.9
Integrations
4.7
4.3
Overall Score
User Rating
5.0
53,226 reviews
Pricing
Starting at $185/month: This price point is competitive, especially for small to medium-sized businesses looking for a cost-effective solution to outsourcing support and administrative tasks.
Opinion Piece
Back Office Betties are best for trained legal assistants.
Key Benefits
- Trained Legal Assistants
- Client Intake and Screening
- Routine Task Management
- Outbound Call Handling
Product
Pros/Cons
Ratings
- Specialization in Legal Field
- Time Efficiency
- Dedicated Service
- Scalable Solutions
- Service Limitations
- Cost
Value
4.7
Features
4.8
Performance
4.8
Ease of Use
4.8
Design & Themes
4.9
Integrations
4.7
4.3
Overall Score
User Rating
4.3
53,226 reviews
Pricing
Starting at \$349/month: The base plan includes essential services, with pricing potentially increasing based on additional services or higher call volumes.
Opinion Piece
Teleperformance know as global leader in outsourced omnichannel customer experience management.
Key Benefits
- Global Presence
- Technology Integration
- Expertise
Product
Pros/Cons
Ratings
- Efficiency: Streamlined customer service operations.
- Innovation: Integration of cutting-edge technolog
- Global Reach
- Flexibility
- Cost
- Dependency
Value
4.7
Features
4.8
Performance
4.8
Ease of Use
4.8
Design & Themes
4.9
Integrations
4.7
4.3
Overall Score
User Rating
3.6
53,226 reviews
Pricing
- Cost: Starting around $30 per month
Opinion Piece
Teleperformance stands out for its extensive global footprint and technological integration, which can significantly benefit large corporations seeking efficient customer service solutions.
However, for smaller businesses or those needing highly specialized support, the cost and potential loss of direct oversight might pose challenges.
Teleperformance is a strong contender in the outsourcing industry, especially for enterprises aiming to enhance customer experience across multiple channels and geographies.
Telus International is best for digital cutsomer experience and best for new technology solution categories.
Key Benefits
- Technology-driven Solutions
- Specialized Expertise
- Global Footprint
Product
Pros/Cons
Ratings
- Advanced Technology
- Industry Expertise
- Scalability solutions that can grow
- Quality Assurance
- Integration Challenges
- Cost
Value
4.7
Features
4.8
Performance
4.8
Ease of Use
4.8
Design & Themes
4.9
Integrations
4.7
4.3
Overall Score
User Rating
3.6
53,226 reviews
Pricing
Pricing for Telus International’s services is influenced by factors such as:
- Service Scope: Range and complexity of services required.
- Volume: Number of customer interactions handled.
- Customization: Level of tailored solutions and integration with client systems.
Opinion Piece
10. Skycom
Skycom is an experienced call center / BPO that services multiple industries with over 15 years of experience.
Key Benefits
- Multi-Continent Operations
- AI Integration
- Free Consulting
Product
Pros/Cons
Ratings
- Global Presence
- Security and Compliance
- Technological Integration
- Consulting Services
- Price Transparency
- Dependency on AI
Value
4.7
Features
4.8
Performance
4.8
Ease of Use
4.8
Design & Themes
4.9
Integrations
4.7
4.3
Overall Score
User Rating
3.5
53,226 reviews
Pricing
Pricing details are not disclosed publicly (“Upon request”), suggesting flexibility depending on the specific needs and scale of operations of the client.
Opinion Piece
Other Outsourcing Solutions
Here are a five more worthwhile outsourcing partners that didn’t make it into my top 10 list:
11. WOW24-7
12. Alorica
13. Microsourcing
14. Integra
15. AnswerForce
What are Customer Servic Outsourcing Compaies?
Companies that provide customer service outsourcing are third-party service providers who specialize in providing customer service across various channels (phone or email as well as chat). They’ll handle your customer’s problems on your behalf, offering seamless customer service while your employees concentrate on larger-scale jobs.
Utilizing a service outsourcing provider offers a variety of advantages, including cost savings when compared with in-house help desks, the capacity to handle large volumes of calls or provide 24/7 customer support as well as the ability to change to meet your evolving requirements for your business. The specifics of your outsourcing agreement will be outlined in an agreement on service levels (SLA).
Navigating the World of Best Customer Service Outsourcing Companies: How to Choose?
Now that we see how outsourcing benefits your business, let’s figure out how to choose a company that aligns with your specific needs and goals.
When selecting from various support outsourcing companies, it’s crucial to prioritize your unique requirements and long-term objectives.
Defining Your Customer Support Needs
What are your pain points? Maybe you need help with handling a growing volume of email inquiries. Maybe live chat support on your website is crucial for converting visitors. Figure out where you need the most support because different outsourcing companies specialize in different things.
Don’t be afraid to think outside the box, too. Maybe you need someone to help with content moderation. The beauty of these services is their ability to adapt to the ever-changing demands of today’s business process outsourcing landscape.
Location, Location, Location: Offshore vs. Nearshore
Location plays a significant role in outsourcing, and this goes beyond time zones. Where are your customers located? Nearshore companies work in countries close to your own, reducing cultural and language barriers. It might even be worth exploring options within your own country, especially with work-from-home models on the rise.
If your customers are more global, offshore options may provide the most cost-effective and scalable solution. Consider language requirements if your clientele speaks multiple languages or if you anticipate needing multilingual support. Assessing your needs in terms of location and language accessibility ensures a more tailored approach to selecting the ideal customer support outsourcing company.
Industry Experience
Is your company in a niche industry with specialized knowledge requirements? Some of the best customer service outsourcing companies have expertise in particular industries. Working with teams familiar with industry-specific challenges can make a real difference. They hit the ground running with minimal training and adapt quickly to the complexities of your market, offering invaluable support to your customer service team.
Scalability
Scalability matters, especially if you’re a fast-growing business. The best customer service outsourcing companies work as an extension of your in-house team and easily adapt to changing needs. Whether it’s seasonal fluctuations or rapid expansion, make sure your potential partner can handle your expected growth. You want a partner who’s ready to handle whatever your growth throws at them. Scalability in customer support outsourcing ensures your business can maintain quality service even as it expands, contributing significantly to customer loyalty in the long run.
Assessing Reputation and Security
We all know that a fancy website and grand promises don’t guarantee a successful partnership. So what should you consider beyond the basics? When evaluating potential partners, it is advisable to pay close attention to their track record and security measures.
Reputation is Key
Start by digging into the company’s history and experience. What are other companies saying about them? Take online reviews with a grain of salt. While they provide a general impression, talk directly to some of their existing clients. Inquire about their satisfaction with service quality, communication, responsiveness, and any challenges.
Remember, communication is key for a smooth working relationship, and this rings even truer when outsourcing crucial aspects like customer support. Evaluating the reputation and feedback of a customer service outsourcing company is paramount to ensuring they align with your brand values and commitment to quality customer interactions.
Security and Reliability
If data security is crucial for your business – maybe you’re handling sensitive customer data – then make sure the outsourcing company takes security seriously. Look for compliance certifications like PCI DSS, HIPAA, or GDPR. A reliable infrastructure with solid disaster recovery plans ensures your business runs smoothly. Check their technology, infrastructure, and backup systems.
In today’s digital landscape, data security should be a top priority. Businesses increasingly recognize the importance of partnering with service providers who prioritize the protection of sensitive information. Choosing a customer support outsourcing company with robust security measures is not just good practice; it’s essential for maintaining customer trust and adhering to industry regulations.
Pricing
Always ask for clear and transparent pricing models. Be cautious of unbelievably low rates. They often indicate hidden charges or compromise on service quality. The old adage “You get what you pay for” still applies here.
Dario's Experience
Choosing the right customer service outsourcing company can be a real turning point for your business. Think about what you’ve read and really define what your company needs.
By outsourcing strategically, you get to boost your efficiency, elevate your customer experience, and reach new heights.
Frequently Asked Questions
Outsourcing typically breaks down into four main categories based on location:
- Onshoring: Staying within the same country but partnering with a third party.
- Nearshoring: This means choosing a provider in a nearby country. Think Canada and Mexico for the US or Eastern Europe for Western European countries.
- Offshoring: Working with companies situated much farther away, often across continents, to leverage cost differences.
- Hybrid: Some companies opt for a blend of onshoring and offshoring to capitalize on the benefits of each, depending on the specific function being outsourced.
While there is no universal answer, and every situation has nuances, for many companies, outsourcing makes good business sense. If you’re aiming to lower operational costs or improve scalability, it’s worth considering.
Keep in mind those alarming stats we mentioned – if almost 93% of consumers might ditch your brand after bad customer service, ensuring this area of your business is running well becomes critical. This shows us how impactful exceptional service is. Outsourcing customer support can be a strategic move for businesses to enhance efficiency, but it’s crucial to weigh the pros and cons in the context of your specific business needs and industry landscape.
Pinpointing one single company with the absolute “best” customer service globally is practically impossible. This isn’t about crowning a single winner. Several contenders consistently rank high – think Amazon for seamless experiences and Zappos for its focus on personal interactions. They focus on making things easy and demonstrating a real understanding of their customer base.
The short answer is: loads of them. You might be surprised at the range. From tech giants like Google to retail powerhouses like Macy’s, many industries benefit from bringing in outside support to enhance their customer service efforts. The prevalence of outsourcing cu
