Few days back, I bought a mixer from Bosch Company. It was functioning well at first, then it stopped working. I called their customer service executive, but nobody responded. I regretted my purchase. Finally I gave up in frustration, making a decision that I will opt for a company which offers reliable customer service. Well, have you been in such a situation?
Has it ever happened to you?
Would you not feel frustrated if something like this happened to you?
Do you want the same thing to happen to your customer? Absolutely not right!
That’s why you must ensure great 24/7 customer service? And how do you do that? A great customer support team is all you need. If you find it difficult to build a team, then without a second thought, you can count on customer service outsourcing companies.
Hence, ensuring a great customer experience is vital to the goodwill and growth of your business. Building one from the ground up is a tedious and long process and “time” as the adage goes “is money.” That’s where an outsourced customer service team steps in to help you iron out your customer service wrinkles to provide your customer with only the smoothest experience.
What is customer service outsourcing?
Simply stated, customer service outsourcing is a business practice where an external service-providing agency is hired by you with the sole intention to look into and manage the day-to-day challenges of handling your customer service operations. This means handling inquiries over multiple channels of communication.
Benefits of customer service outsourcing
The following are two major benefits which can help you in adopting outsourcing for your customer service and support:
Cost-effectiveness
Time is money. Setting up an in-house customer service department does take a while to both find the right service protocol and the right personnel to fill roles to execute these protocols. Hiring an external company helps with both cutting these timelines and costs since they already have a team of customer service professionals who are trained to address a wide array of customer service inquiries and support requests equipped with related leverageable resources to ensure your customers are in the safest of hands.
Focus on core business activity
The hiring of an external agency helps you free up resources both human and financial. These resources then can be applied in growing and furthering core business activities like developing the product itself, improving marketing practices, and eventually driving sales numbers. These are activities key to achieving business objectives leading to the increase in productivity, efficiency, and profitability of the organization as a whole.
Outsourcing Support vs. In-House Support
Setting up and running a separate department to cater to the service needs of your customer within your organization itself is called having inhouse customer service. In the same way, hiring an external company to cater to these customer needs is called outsourcing your customer service department
Scalability
As you focus internal resources on more core business activities, the now improved customer numbers demand more attention for support. This requires hiring and laying off employees. Outsourcing to customer service companies lets them reallocate their resources to cater to your company’s individual wants and needs.
For examples, if your organization has hit its stride, and your customer numbers have started increasing. This now pressurizes your marketing team to focus on these new challenges rather than focusing on their actual work. Outsourcing helps you scale your customer relationship capabilities with your business adapting to its ups and downs.
Availability
With their expertise and resources, they can help provide customer support services around the clock catering to your different time zones.
Eg your customer may need help when it comes to a bad component or a down process in the middle of the night. Who are the gonna reach out to at that hour of the night? This makes being available around the clock to address your customers’ needs vital to your business
Access to technology
These outsourcing companies have access to tech that is designed to help aid their specific processes. This further gives them the expertise to provide for your customer more efficiently.
Eg Gaining any sort of process insight requires quick analysis and data compilation. With access to the right technology making important decisions is now faster and better informed.
Reduced risk
The outsourcing company is responsible for ensuring compliance and legal standards are met and so this reduces the risk on you as the parent company.
Eg if in an unlikely scenario, there is a data breach of any description, only the piece of data that the service provider has is compromised and not the entire master data store. This helps you to reduce the risk of further losses.
Top 10 Customer Service Outsourcing Companies for 2023
Let us now take a look at Indias top 10 Customer Service outsourcing Companies:
AM2PM Support
Founded by Ankit and Mayank, who have more than a decade of customer service experience, AM2PM Support is a great company for outsourcing customer service. Backed by a team of 30+ outsourcing experts.
Armed with a team of experts and the latest tech to back them, they’re an ideal company to approach when the going gets tough in the customer experience department. AM2PM charges its clients on a “pay as you go” basis which makes them extremely cost-effective. This is because you pay only for what you use instead of being locked in a hefty retainers basis.
Why is AM2PM Support a Great Customer Service Outsourcing Company?
AM2PM support outstanding services in the field of Customer Service Outsourcing. The following are some of the reasons and features that set them apart from their competitors.
Pay-as-you go
As the service states this requires you to only pay for the services you employ from the outsourcing company. This is done to keep in mind constrained budget scaling variables. A good example of this is the pay-by-hour service, where you pay for services by the hour.
Trusted by popular brands
AM2PM Support provides its services to brands like EezyLife Systems Private Limited, University Living, SubMastery, Unique Cooling, and many more. These businesses were not disappointed “We would really like to thank AM2PM Support for their services. The team was always available to our rescue 24X7 with its unique services and value proposition. They met our requirements and was a key factor in helping us increase our conversions by an extraordinary amount. We are really glad to have AM2PM as our outsourcing partner.” Said the co-founder of University Living, Mayank Maheshwari.
Proven results
It has a team of professionals helped Unique Aircon improve their customer service by :
Pursued each customer with a connectivity rate of 65%. Increasing revenue by upselling with a conversion rate of 15%.Maintaining the data of the campaign and the customer feedback for analysis.
Channels that AM2PM Support provides for customer service
Call support
Available for all kinds of call based services 27×7 handled by well trained callcenter agents. This includes but is not limited to incoming and outgoing follow ups.
Live chat
Available for chatbased services 24×7 handled by well trained chat experts.
Ticket management
Improve customer engagement by prioritizing customer support through ticket management outsourcing.
BPM Infosys
Infosys BPM is one of the leading international providers of outsourcing solutions for business procedure management and customer service. The company has a major customer base in India and it offers a wide range of customer support services from order processing to Technical assistance. You can get everything you want. The reliable infrastructure and the new technology make a world of difference.
The company is all about leveraging modern technology gadgets, automated processes, and continuous efficiency improvements. And guess what the innovative company’s excellent structures work wonders for you, helping you reduce costs and boost effectiveness.
Pricing
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Ratings
3 out of 5 stars (Google rating)
World Network Services
WNS Global Services is a renowned player in the consumer service outsourcing industry, recognized for its expertise in delivering transformative business solutions to clients. The company offers a range of services including social media management, multichannel customer support, and customer analytics.
With a proven track record of delivering exceptional services to clients across various industries worldwide, WNS leverages its extensive industry knowledge to co-create business transformations for its customers. The company’s objective is to develop practical and efficient solutions that seamlessly integrate with the complex and disruptive business landscape.
Pricing
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Rating
3.6 out of 5 stars (Google Rating)
Hinduja Global Solutions (“HGS”)
HGS, a unit of the Hinduja Group for customer care and customer experience management. HGS delivers end-to-end support for client solutions through various channels and has a significant presence in India.
They offer technical help, order administration, and billing support. To provide excellent customer service and promote client happiness, HGS strongly emphasizes innovation and continual development.
Pricing
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Ratings
3.5 out of 5 (Google ratings)
TCS, or Tata Consultancy Services
Tata Consultancy Services, a renowned provider of IT services and consulting, also offers outsourcing solutions for customer support. TCS provides a range of services, including customer query management, complaint resolution, and client retention initiatives. With extensive experience in managing complex customer support operations, TCS leverages analytics and digital technology to deliver personalized customer experiences and drive organizational achievements.
Pricing
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Rating
3.8 out of 5 stars (Google Rating)
Helpware
A leading outsourcing company called Helpware provides customer assistance to different business types throughout five sectors. Helpware is regarded as a top company by numerous B2B rating sites and offers services in Client Help, Back-Office Assistance, Advertising Encouragement, or Image & Media Annotation.
Providing exceptional customer service is crucial, but offering 24/7 assistance has significantly enhanced customer engagement, satisfaction, and overall happiness. The company showcases its ability to acquire and retain subject-matter experts who consistently deliver exceptional results, surpassing customer expectations. Helpware boasts decades of experience, successfully managing a wide range of tasks and inquiries while encountering unforeseen challenges that have paved the way for new opportunities.
Pricing
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Rating
4.7 out of 5 stars (Google Rating)
Concentrix
The customer care outsourcing company called Concentrix assists companies in innovating to improve clients’ experience. The business services customers in the US, Canada, and several other nations in Latin America, plus the Asia-Pacific area. It has over 10,000 workers globally and two significant investors.
Adapting to the customer’s demands, Concentrix offers various business process outsourcing (BPO) solutions at flexible costs. The media, interactions, tourism, energy, and medical fields are just a few areas for which their optimized and automated solutions are suited.
Pricing
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Rating
3.7 out of 5 stars (Google Rating)
Larsen & Toubro Infotech Ltd.
The Indian multinational IT solutions & consulting firm Larsen and Toubro Infotech Ltd (LTI) is headquartered in Mumbai. Leading independent businesses have named it the top choice for utilization for outsourcing solutions with clients across twenty-two nations.
They help customers construct new business models, improve operational effectiveness, and deliver outstanding customer experiences by resolving complicated business issues with real-world knowledge and user-centricity.
Pricing
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Rating
3.8 out of 5 stars (Google Rating)
CallCare
You may choose how much involvement CallCare should have in the client’s experience. CallCare always acts as a part of your business, offering the same high-quality, competent assistance, whether you are interested in outsourcing your calls to them after hours or require extra coverage when the number of calls gets too high.
You can use the number of highly qualified operators, a team with a good focus that will swiftly help with your internal staff to ensure your company’s greatest success and development, CallCare works with you to develop optimal systems and procedures.
Pricing
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Rating
4 out of 5 stars (Google Rating)
IBM or the International Business Machines Corporation
International Business Machines Corporation, better known as IBM is a leader in IT solutions. It has long been a well-known brand in the cloud computing & artificial intelligence (AI) outsourcing process industries.
They offer comprehensive solutions and goods for companies and sectors that use the information and require automation to aid their operational processes.
IBM creates essential workflows using its broad transformation knowledge for efficient company operations and improved outcomes. Owing to IBM’s cloud app administration services, automating tasks increases efficiency and focuses more on AI-based control than fault detection. Your software portfolio continuously innovates, and your operational efficiency rises.
Pricing
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Rating
4.3 out of 5 stars (Google Rating)
Factors to consider while selecting a customer service outsourcing partner
Quality of services
One of the most significant factors that play a role in selecting an outsourced customer support partner is the quality of their service. You need to ensure they possess the necessary skills, knowledge, and experience to cater to your particular customer needs. It’s also essential to review their training and quality assurance processes and their past track record in the customer experience field.
Cost
The whole point of hiring and trusting an external organization to service your customer is to reduce costs. It, therefore, plays a vital role in the choosing process. However, lower pricing does not always mean the best results. This is why the entire cost structure must be reviewed that includes training, technology, and flexible scalability. Also, additional hidden costs for services like setup fees or additional charges for custom reports should also be both considered and enquired about.
Need help in selecting an outsourcing partner?
Selecting an outsourcing partner is like baking a cake, you never know something is missing till it’s in the oven. So if you’re looking for an outsourcing partner who will treat your customers as their own and treat them with respect. All while maintaining the standards and ethics held by your product and company Get in touch with our team at Contact Us.
Go on! Level up your customer with a great customer service outsourcing partner
Thanks for making it this far! I hope by now you know that the demand for outsourcing has emerged due to the need for businesses. It is important to consider specific business requirements, financial constraints, and desired quality standards when selecting an outsourcing firm like AM2PM Support. We aim to simplify the selection process so that you can efficiently search for your next project.
