Top 12 Customer Support Outsourcing Companies

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Table of contents

Introduction

Excellent customer service is critical to business success, but building a fully staffed in-house customer service team is time-consuming and expensive. Many companies outsource some or all aspects of customer support to concentrate on their core business operations without shortchanging their customers. If you’re ready to turn your customer experience into a competitive advantage, this article will cover the top 12 customer service outsourcing services.

Key Takeaways

• Tailored outsourcing services: Offers customer support options, from basic answering services to complete customer experience strategies. 
• Cost-effective customer experience: Provides top-quality customer services without taking resources away from essential business operations. 
• Flexible pricing options: Pricing can be adapted based on the amount and level of support and services needed. 
• Enhanced business focus: Allows companies to focus on core activities while delivering exceptional customer service. 
• Competitive advantage: Lets businesses turn customer services into a strength that sets them apart.

What is customer service outsourcing?

Customer support outsourcing services are when a business hires a third-party company to handle customer service tasks. Businesses of all sizes outsource to dedicated customer support firms. These companies can handle a wide variety of customer support, such as answering calls and emails, responding to social media comments, and handling live chats. 

You can choose to outsource some or all of your customer support experiences. If your team excels in some areas of customer support, you can keep those in-house and outsource the areas that are a struggle. Ultimately, you want to keep your customers happy so they’ll return. Customer churn is expensive — it costs five to seven times as much to acquire a new customer as it does to retain an existing one. 

Why do businesses use customer service outsourcing?

Outsourcing can enable your business to provide better coverage at a lower cost. Some of the biggest benefits of customer support outsourcing include the following. 

Focus on growth

People — and businesses — generally excel when they focus on what they do best. Customer service is vitally important to business growth. However, it can also consume a lot of a company’s resources. Outsourcing support to an outside company can free up internal resources so your teams can concentrate on growing in the areas of their strengths.

Improve customer engagement

Customer support outsourcing companies specialize in providing top-notch customer experiences across different channels. They have the resources to engage with customers effectively so they feel heard and understood. By quickly responding to customers regardless of where they reach out, an outsourcing company will help convert them into loyal fans. Just as your company is an expert in your field, outsourcing companies specialize in customer service, so they have the processes and procedures in place to deliver an outstanding experience.

Lower operational costs

Because of the efficiencies gained with specialization, businesses are increasingly outsourcing to cut operational costs. Outsourcing eliminates the need for you to staff and supply your own customer service team — a department that’s generally considered a cost center. 

You won’t have to worry about providing office space, training, IT infrastructure, and labor to effectively run customer support. With customer care outsourcing companies, you can also scale your customer support up or down as needed without hiring or firing people as your needs change.

Access to expertise

For outsourcing companies, customer support isn’t a sideline. It’s their primary business function. They’re able to provide multi-channel support so they can reach your customers wherever they are. 

If a customer complains about your product on social media, they can respond immediately. Customer service outsourcing companies can also provide service upgrades that may be beyond your abilities, such as multilingual services for your customers who don’t speak English.

Quicker response times

Today’s customers expect to be able to connect whenever it’s convenient for them. With customer service outsourcing, the outsourcing company can provide round-the-clock customer support, so customers who reach out at midnight or live in different time zones can still get high-quality support.

Top 12 customer support outsourcing companies

To help you choose the best customer support outsourcing companies, we’ve narrowed the list down to the top 12 contenders in 2024. In each section, we’ll describe each customer service outsourcing company and the benefits of choosing it so you can find the best one for your needs.

1. ROI CX Solutions

U.S.-based ROI CX provides comprehensive customer support solutions that reduce costs and increase profits by building strong customer relationships that help you gain new customers and retain your current ones.  

As an award-winning professional contact center for over 16 years, ROI CX has helped multiple Fortune 500 companies provide world-class customer support. From telemarketing to order completion to live chat and technical support, ROI CX covers all facets of customer care. ROI CX’s customer service outsourcing solutions go beyond the basics. They offer services that can reduce sales expenses, improve brand awareness, and increase revenue. They work with major players in retail, e-commerce, banking, and finance. 

Whether you’re a small business struggling to handle customer calls or a large enterprise looking to reduce operational costs, ROI CX has a solution. It provides results-driven performance overseen by an experienced, hands-on executive team. You have the flexibility to choose from its many offerings, including: 

• Inbound teleservices
• Answering services
• Lead generation call center services
• Technical support
• Upselling and cross-selling 

Pros: 

• Wide range of customer support services that are compliant with industry-specific regulations such as HIPAA and SOC 2
• Flexible and customizable options 
• Complete transparency with total access to every customer service interaction 
• Scalable services that can grow with your business
• Onshore and offshore 24/7 global options

2. Teleperformance

With over 400 locations worldwide, Teleperformance has been providing global customer service outsourcing support for over 40 years. 

Teleperformance is headquartered in Paris, France, but serves customers in 67 countries. It offers many business optimization solutions, such as omnichannel customer support and social media management. 

In addition to customer-facing solutions, it provides back-end support such as finance, technical support, accounting, and collections. Teleperformance is one of the largest contact centers in the world and employs hundreds of thousands of agents. 

Pros: 

• Easy to find support in any area
• Agents speak over 200 languages 
• Specializes in omnichannel support

3. Telus International

Based in Canada, Telus International provides IT and customer service outsourcing support to customers in industries such as technology, media, games, e-commerce, and healthcare. 

In addition to customer support, Telus International provides digital solutions such as data for generative AI, digital consulting, AI bots, and managed IT services. 

Telus International’s expanding services are reflected in its upcoming name change — Telus Digital. It’s incorporating more artificial intelligence solutions for companies interested in benefiting from big data and AI insights. 

Pros: 

• Future-focused AI solutions
• Offers customer support and IT help desks in over 50 languages

5. Arise

As a customer-experience contracting platform, Arise connects businesses with independent CX agents. 

The U.S.-based company has a pool of over 60,000 agents and offers AI services such as chatbots, so you have the choice of human and AI customer service. It works with clients in industries such as retail, healthcare, travel, and gaming. 

Companies that use the Arise platform report saving up to 32% over onshore locations. Arise has also won several awards for being the best BPO provider and for sales innovation.

Pros: 

• Arise prioritizes data security on its platform, so it’s compliant with many regulations, such as HITRUST and CCPA. 
• Arise’s human talent is locally sourced for clients in the U.S., Canada, and the U.K.

6. Influx

Influx provides customer service outsourcing that matches your brand voice across multiple channels, including email, social media, voice, and chat. 

With scalable and flexible customer care outsourcing services, Influx can be a good match for startups or brands that expect to grow quickly in the near future. It provides simple, month-to-month plans that let you pay as you go and only pay for the services you need. Training and management are included in all plans. 

Influx offers different levels of customer support based on your needs. You can choose to start with a lower-level, less expensive plan and level up as needed. Influx works with industries such as SaaS, e-commerce, startups, and mobile apps. 

Pros: 

• Small-scale plans for new businesses
• Offers seasonal scale-up options

7. Upwork

Though it’s not a traditional customer service outsourcing company, Upwork can be a good match for smaller businesses that need a more personalized option. 

Upwork is a platform for freelancers to offer their services to businesses or individuals. This can be a good solution if you want to hire customer experience agents directly. You’ll have to be more hands-on with training and management, but you’ll avoid some expenses related to hiring employees. 

The cost will depend on the freelancer rates, so it can vary. Upwork can be a good choice if you don’t mind providing oversight and putting together your own team. 

Pros: 

• You can directly hire agents so you know who’s interacting with your customers
• You can reduce the overhead associated with customer service outsourcing companies

8. Wing

Wing provides virtual assistants to help with many different business functions, including customer service. 

Like Upwork, Wing isn’t solely a customer care outsourcing company. You can hire a dedicated assistant to handle customer service or other non-core business functions. Small businesses that don’t yet need dedicated customer service agents can use virtual assistants for several different roles. This can reduce your costs by letting you only pay for customer service as needed.  

Pros:

• Fixed monthly price starting at $699/month for 80 hours 
• You’ll work with a dedicated assistant for consistency

9. Answerforce

With a focus on human-centric customer service, Answerforce offers customer support outsourcing services such as 24/7 live answering, virtual receptionists, and appointment setting. 

Along with live contact agents, Answerforce provides a tech toolkit that can help you do more with less and connect with customers faster. With its live answering option, you set up a customized script and forward your calls to Answerforce. You’ll receive a summary of every call and interaction with a customer, so you won’t be left in the dark for follow-up. The company even offers a mobile app to monitor service on the go. 

Answerforce integrates with many popular business tools you may already be using, such as Constant Contact, Zapier, and ZenDesk, among others. Customers include businesses ranging in size from startups to Fortune 500 companies. 

Pros: 

• Good for after-hours live service
• Provides personalized experience for your customers

10. VXI Global Solutions

Trusted by companies around the world, VXI Global Solutions delivers a wide range of business process solutions and digital technologies to power better customer experiences. 

VXI Global Solutions has over 20 years of customer experience. It also provides customer care technology, such as a Talent Match Pro platform for efficient hiring, a training simulator to optimize performance, and a personalized coaching platform. 

Clients from industries such as automotive, credit unions, and governments have worked with VXI for customer support.  Along with customer service outsourcing, VXI will work with you to create a more effective customer service strategy to help you retain and attract customers. 

Pros:

• Comprehensive customer service strategy and support
• Advanced data-driven technology to improve performance

11. Alorica

Satisfied clients have stayed with Alorica — a digital customer experience leader — for over 10 years. 

Alorica has over 100,000 employees and is ranked as one of the top places to work by Ragan. The company prides itself on delivering exceptionally great customer experiences. Its offerings are designed to align with your business objectives, whether that’s market growth, digital transformation, or building customer engagement and loyalty.

The process starts with a strategy session to define your goals and create a roadmap for achieving them with Alorica’s combination of dedicated human agents and technological tools. You’ll come away with a specific, actionable plan for improving your customer service experience. 

Pros:

• Customized solutions based on your business goals
• Comprehensive digital solutions in addition to human customer service agents

12. RPM BPO

You can leverage nearshore teams to provide exceptional customer service outsourcing with RPM BPO. 

RPM operates fully managed customer contact centers that you can use to supplement your customer service team or outsource it completely. Nearshore teams are more affordable than in-house teams, but they’re culturally in tune with the U.S. and have the highest English efficiency rates. 

The company also offers back office and sales services if you want to outsource even more of your non-core business operations. Teams can ramp up quickly to save money and start producing results. RPM provides ongoing support and a strong management team, so you’re never on your own. 

• Offers scalable services and customized options 
• Be as hands-on or hands-off as you want with customer service

Considerations when choosing the best customer support outsourcing company for your needs

No single company will be the best match for every business, so here are some issues to consider when looking for customer support outsourcing services.

Size of your business

You can find great customer service outsourcing options regardless of the size of your business, but size will affect which company is best for you. If you have a large, enterprise-level organization, a small outsourcing company may not be a good match. 

However, it’s not a one-to-one correlation. Many larger customer support outsourcing companies can provide excellent service to small companies. 

Instead of solely considering the size of the outsourcing company, ask it about its experience working with companies similar to yours. Look for service providers who understand the needs of businesses like yours.

Reviews from other businesses

Finding out about the real-world experience of others is one of the best ways to find good partners. Many companies feature case studies and testimonials on their websites, which can help you understand their processes and the results they deliver. 

But don’t stop at the company’s official website since it obviously won’t post reviews that aren’t stellar. Check out third-party review sites, such as Gartner Peer Insights, or competition reviews, such as this one. 

To get the most out of review comparisons, start by making a list of what features or specific services are most important for your business. Analyze reviews by checking this list against the pros and cons mentioned. One company may have excellent ratings for omnichannel support but poor reviews for providing multilingual support. If your customer base is primarily English-speaking, this may not be a big issue. 

When you’re evaluating reviews for customer service outsourcing services, reach out to your professional connections and ask them about their experience. You can contact people you know directly or post an open-ended request on a networking site like LinkedIn.

Communication channels available

You’ll also want to evaluate vendors based on their various support channel options. While many companies are moving toward omnichannel support, some are still more limited. Others offer bonus services, such as social media management. If your customers often engage with your brand via social media, having the same company respond to customer issues and handle your content can be an efficient option.

More customer support outsourcing companies are also implementing generative AI into their offerings. They can offer AI chatbots to lower costs and help with routine inquiries while human agents handle more complex customer service cases. 

Take a look at how you currently interact with your customers. Make sure these typical channels are covered and consider if additional channels can offer more value.

Response time

When providing a good customer service experience, a fast response time is one of the most critical factors. Few things are more frustrating to customers than having to wait for an answer to their questions. 

In this respect, automated or self-help options can be a tremendous boon for customer service. If your outsourcing company provides a generative AI chatbot, customers can quickly get answers to many common issues and may never need to interact with a human at all. 

However, for more complex cases — or for people who prefer to talk to another human — responsive agents can’t be beat. Ask about a vendor’s average response time for phone calls, emails, live chat, and other channels. A customer who emails is usually more willing to wait a few hours for a response. Those who call don’t want to be left on hold for an extended time.

Pricing and packages

Because of the range of customer support outsourcing services offered and the complex factors involved, you’ll probably need to get a customized quote from every customer support outsourcing service you’re considering. You may have a hard time doing an apples-to-apples comparison, but prioritize the features that are most important to you. 

Obviously, finding the lowest-priced option won’t be your top priority, particularly with a job as important as customer service. But you will want to get the best possible value. Also, factor in potential revenue increases that can come with using a top-notch service or value-added features such as telemarketing.

Unlock exceptional customer service outsourcing with ROI CX

Choosing the right outsourcing partner can completely transform how you support your customers. From delivering faster response times to offering personalized interactions, outsourcing allows you to elevate your customer service without stretching internal resources.

With ROI CX, you get a team dedicated to understanding your business, improving customer satisfaction, and helping you achieve long-term growth. Whether you need full-scale support or targeted assistance, ROI CX offers flexible solutions that adapt to your needs.

A great first step to finding exceptional customer service outsourcing is to contact ROI CX today