How to Pick the Best Contact Centre Outsourcing Provider

Every customer interaction matters, and in the ever-growing digital world we live in, staying available is essential.

Using a skilled outsourced contact centre is a great way to bridge the gap between you and your customers.

However, finding the best contact centre outsourcing companies and providers isn’t an easy task.

With so many offerings, the scope of your business and its needs are all critical to providing excellent customer service.

In this article, Shane Croghan at Scorebuddy covers the what and why of contact centre outsourcing, followed by what you should be looking for when trying to find the best contact centre outsourcing companies and providers.

What Is Contact Centre Outsourcing?

Outsourcing is a means of transferring the day-to-day duties of a contact centre to an external organization.

Generally, this can be anything from specific tasks to your entire customer service or tech support divisions.

It’s pretty standard for companies to outsource some (or all) of their customer service or communications channels to an outsourcing partner that specializes in the services they provide and can often come as a more affordable solution than in-house teams.

There are many benefits that come from outsourcing your contact centre, such as:

Cost-effectiveness

Traditionally, outsourcing (especially off-shore) ends up at a lower price point compared to hiring in-house teams, often a fraction of the price.

Additionally, having a predictable expense in your budget for customer support can help you invest your money into other strategic areas.

Focus on Core Skills

By outsourcing your customer support services, you can focus resources on the core function of your business while leaving some aspects to highly trained professionals.

You can maintain control of your core business functions, driving innovation and encouraging growth.

Access to Specialized Skills

Working with an outsourcing vendor opens you up to a global talent pool of skilled workers that may not be available with internal teams.

These specialists offer unique and in-demand skills that can help deliver a high-quality experience for your customers.

Scalability and Flexibility

Customer support needs can change swiftly and dramatically. Outsourcing provides the flexibility to scale your operations up or down based on demand without the headache and costs associated with infrastructure or staffing adjustments.

24/7 Support

Opening up to outsourcing vendors allows you to expand your business to multiple time zones and potentially internationally.

Supporting customers outside of your regular business hours enables you to deliver consistent, fast customer support for any customer that’s in need.

Common Misconceptions About Outsourcing Contact Centre Services

It’s natural to have concerns when considering big operational changes like outsourcing. It often comes with a stigma of poor quality and other common misconceptions.

Still, the line between fact and fiction can blur. Let’s cover a few of the most common beliefs about outsourcing.

Decline in Service Quality

One of the largest misconceptions about outsourcing is the idea that your overall service standards will drop.

While this could still happen if you don’t adequately vet your outsourcing vendor, it’s generally the opposite—they offer highly trained and experienced employees who often bring unique expertise and effective methods to your support team.

Losing Control of Operations

Handing over your customer service operations doesn’t mean losing control. In reality, many outsourcing partners offer detailed reporting systems and call centre quality assurance protocols to keep you in the loop.

You set the expectations, standards, and KPIs, and the outsourced team works towards achieving them.

It’s Only for Large Companies

While many large businesses choose to outsource, it’s not exclusive to them. Outsourced contact centres can handle businesses of any size, from megacorporations to startups.

Regardless of your company’s size, you can deliver professional, round-the-clock customer support.

It Puts Your Data at Risk

Data security is a valid concern for our increasingly digital world, and so is compliance with data privacy regulations.

Proper vetting of your outsourcing vendor should cover how they handle regulations like GDPR to manage business and customer data properly, and how they follow best practices with encryption and regular audits.

Outsourcing Is Just a Way to Cut Costs

Opening up your business to outsourcing opens tons of doors and is far more than simply a way to save a buck.

Outsourcing can expand your brand’s reach to a global audience, support customers 24/7, and offer specialized agents that can handle the unique needs of your business and its customers.

Key Factors to Consider When Choosing a Contact Centre Outsourcing Company

When picking an outsourcing vendor, there are many factors you should keep in mind. You’ll want to do your due diligence, establish a baseline for what your company needs in its contact centre, and ensure your chosen vendor fits that QA framework.

While your business needs may vary, here are some important aspects to remember when finding the best contact centre outsourcing companies and providers.

Industry Experience and Expertise

When you’re weighing your options, you’ll want to keep in mind how experienced a vendor is and what they can bring to the table.

Depending on your industry, you’ll want to ensure they know any industry-specific knowledge essential to your business.

They should also be able to follow any regulations and comply with standards within your industry. See if they offer case studies or client success stories to demonstrate their skills and expertise.

Service Offerings

Most importantly, you’ll want to ensure a vendor can support the services your contact centre covers.

Check to see if they support only inbound or outbound service, what languages they can offer, and what time zones they can cover to best match your business needs.

Additionally, you should check whether they support the communication channels you use most—or expand into multichannel or omnichannel support across phone, chat, email, and social media.

Technology and Infrastructure

Keeping up with modern trends and technologies is essential for any business. It’s even more important when you’re looking to integrate with an outsourcing vendor.

Ask potential vendors what tools and software they use and how they can integrate with your existing infrastructure.

Depending on where you (or they) are located, you may also want to find out what is included with their service level agreements (SLAs) for business continuity or in the event of a disaster.

Additionally, you’ll want to know what measures they take for data privacy and security and ensure they comply with industry-specific regulations.

Reputation and Client Testimonials

While there isn’t a Yelp for outsourcing vendors, you can still do your due diligence to see how they’re viewed among previous clients, and their general reputation.

Research to see any online ratings for potential vendors, verify any client testimonials if possible, and check any available references.

Using vendors with a poor reputation can quickly spell disaster for your customer support experience, making this a critical factor in working with the best contact centre outsourcing companies and providers.

Pricing Models and Transparency

Financials also come into account when working with outsourcing vendors, as it’s not as always simple as a flat monthly fee.

Find out their pricing model and what factors come into play alongside it (such as billing per call, hour, or month).

You’ll also want transparency for billing and reporting to ensure there are no hidden fees or costs that can affect your budget. Setting these standards in your SLAs and contracts is essential to smooth operations.

Who Are the Best Contact Centre Outsourcing Companies in 2023?

There are a ton of options when it comes to picking an outsourcing vendor, each with its own unique offerings and services.

While we can’t list them all, we want to mention the top four contact centre outsourcing companies today.

Helpware

Helpware describes itself as a “People as a Service” provider, supporting contact centres with various services.

They have offices across the globe, including the US, Philippines, Ukraine, and Mexico. In addition to contact centre operations, they can provide data entry, content moderation, fraud prevention, and more.

XACT

As an omnichannel contact centre provider, XACT supports various industries through its excellent customer service.

They take a unique approach that leverages AI, automation, and data analytics to improve business operations instead of just supporting them.

Wing Assistant

While they mainly advertise as a virtual assistant service, Wing Assistant offers fully managed contact centres as well.

By combining human expertise with cutting-edge technologies, they ensure efficient, empathetic customer interactions.

Like many other providers, they offer inbound or outbound support, lead acquisition, and multichannel support for your customers.

Triniter

From AI-powered automation tools to tracking key customer journey touchpoints, Triniter is built for the demands of modern customer service.

They set a high benchmark in the outsourced contact centre space, prominently noted for its investment in training and technology.

They offer globally competitive, round-the-clock support services perfect for cross-industry businesses.

How to Pick the Right Contact Centre Outsourcing Provider

Sometimes, maintaining a top-notch customer service operation internally can be a challenge. Luckily, outsourcing your contact centre can serve as a potent solution.

But with all the options in the next-gen customer experience landscape, how do you pick the right partner? Let’s break down what you’ll need to do to find a fit for your business.

Align Your Goals

First, you should define what you want to achieve by outsourcing your contact centre. Do you need to minimize costs, scale up your operations, or prioritize a better customer experience?

Answering these questions can help point you in the right direction for a provider that can fit your business needs.

Make Sure You’re Compatible

Work with potential vendors and see what their typical SLA and contracts cover. Your business may need additional support or specific regulations for the industry you operate within, so your outsourced vendor might also need to.

Additionally, ensure that your vendor has the right technology stack that aligns with your existing one. This includes omnichannel support, AI and automation, CRM tools, and more.

Interview Potential Outsourcing Partners

Naturally, you’ll want to speak to potential partners to get a feel for the company and employees.

Vetting these partners helps you get a better idea of their company culture, details about their workforce, security measures, and any industry experience they have.

Ask for a Request for Proposal

When you find a vendor that aligns with your needs, reach out and submit a request for proposal (RFP).

With that, you can get an idea of the services they can offer, the support coverage they provide, and budget details.

Ideally, this RFP should include any selection criteria you want to compare, the scope and objectives of the work needed, and any contextual information they’ll need about your business or industry.

Future Trends in Contact Centre Outsourcing

As we edge closer to 2024, it’s turning out to be an exciting era of technological revolutions and evolving customer expectations in the world of contact centre outsourcing.

Let’s dive into key trends to keep an eye on:

Technological Advancements

Integration of new technologies like cloud computing, automation, and AI is revolutionizing customer support services.

Many outsourcing vendors now provide high-tech solutions that streamline your workflows and enhance the customer support experience.

AI and Chatbots

AI-powered chatbots have quickly risen in popularity over the last few years, simplifying the customer service experience and reshaping how customers interact with businesses.

With their ability to handle simple queries immediately, resolve complaints efficiently, and deliver personalized interactions, these digital agents are set to define the future of customer support.

Data-Driven Insights

Data is everything, and businesses that can capitalize on it stand out above the rest. The ability to analyze customer data, predict behaviors, and customize your services appropriately can make a massive impact on your business.

Don’t Just Outsource, Improve Your Business

The thought of outsourcing your contact centre can be daunting, as the landscape is rapidly evolving alongside technological innovations and changes in the way customers interact with businesses.

Staying ahead of the game means not just keeping pace but using these changes to your advantage.

Whether you’re considering outsourcing for the first time or optimizing your existing strategy, understanding how to pick the best contact centre outsourcing companies and providers is vital for the future of your customer service.

FAQs

How Much Does It Cost to Outsource a Contact Centre?

Figuring out the cost to outsource a contact centre can vary for a multitude of reasons, such as location, expertise, scope, setup costs, and more.

Some vendors offer different pricing structures that can range from per agent, per call, or even per month.

Where Are Most Call Centres Outsourced?

India still remains popular as a location for outsourcing operations and has a broad talent pool.

Still, other countries have begun to rise in popularity as well. The Philippines is known for offering strong English proficiency, while South Africa offers broader multilingual support.

Additionally, Latin America offers better proximity to North American clients. At the same time, Eastern Europe has more specialized skill sets and is within the EU.

This blog post has been re-published by kind permission of Scorebuddy – View the Original Article

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Call Centre Helper is not responsible for the content of these guest blog posts. The opinions expressed in this article are those of the author, and do not necessarily reflect those of Call Centre Helper.

Author: Scorebuddy