Yêu cái “lạc hậu” tự thuở xưa…

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  31. helpware says:

    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.

  32. Helpware says:

    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
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