Customer Service Outsourcing
Onshore vs Nearshore vs Offshore Customer Service
Companies that outsource customer service enjoy affordable, scalable solutions that can more easily meet consumer needs. Even busy periods are easier to manage with access to high-quality, ready-trained agents who can respond to demand. With 89% of customers reporting that they’re more likely to make a repeat purchase after a positive customer service experience, this…
Read MoreHow to Improve First Call Resolution Fast
Customers are losing confidence in the support they’re getting from businesses. More than 17% of buyers in the UK have reported having a problem with customer service: the highest ever recorded!1 As a result, the number of customers willing to pay more for good customer service in the U.K. has also increased to an all-time…
Read MoreDo Customers Really Prefer Self-Service?
Self-service has been a huge talking point in the customer service world for several years now — and yet, the conversation around it hasn’t slowed. The ability to reduce wait times and lessen customer support workloads are some of the main value-adds of self service. But many businesses are still sceptical about incorporating it into…
Read More4 Myths About Outsourcing Customer Service Debunked
Many think of customer service outsourcing as expensive, inflexible, and low-quality. You might expect non-native speaking agents, and a call centre partner who is disconnected from the heart of your company’s operations. If you’ve fallen into the trap of believing any of the above, it’s time to rethink your approach to outsourcing customer service. When…
Read MoreOnshore Customer Service Outsourcing Explained
Setting up customer support services can be an overwhelming task. There are hundreds of options available, from onshore customer service outsourcing to in-house support. And customer service (CS) is crucial to get right. 83% of customers cite good customer service functions as the most important criteria when deciding what to buy, and 69% will spend…
Read MoreBest Customer Service Outsourcing Companies in 2023
Customer service matters now more than ever. And with ever-evolving circumstances to contend with, brands must rethink best practices and build new strategies to deliver the best service possible. When customer service falls short, it can have devastating effects — 93% of UK consumers have switched business in the last year due to a negative…
Read MoreCustomer Service Outsourcing Pricing Guide for 2023
You get what you pay for in life – and customer service outsourcing is no different. Navigating the prices charged by customer service outsourcing providers can be challenging. For example, most charge an hourly rate. You can think about that as the “per-hour” cost of hiring a customer service agent and maintaining an outsourced call…
Read MoreEverything You Need to Know About Call Centre and Help Desk Outsourcing in 2023
It’s no secret that poor customer service costs businesses — about $75 billion annually to be exact. 33% of customers will consider switching to a competitor after just one instance of poor customer service. On the flip side, if a customer’s problem is resolved on the first call, only 1% will consider moving to a…
Read MoreOutsource Your Customer Service in the Travel and Tourism Industry
Travel and tourism is a fast-paced and growing industry that is expected to be worth $8.6 trillion worldwide in 2022.1 Holidays are a crucial part of people’s lives, and expectations for a seamless experience are high. To remain competitive in the industry, businesses need to provide high-quality customer service on a consistent basis. Travellers can…
Read MoreWhat Makes a Good Outsourced Customer Service Centre?
To be profitable, stretched modern businesses must streamline towards efficiency. Outsourcing can take high-demand, repetitive tasks out of your hands and into those of highly trained professionals. Hence why as many as seven in ten UK-based companies1 now invest in outsourcing solutions. Common outsourced departments include IT teams, where the outsourced is not directly…
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