Customer Service Outsourcing

How to Make Outsourced Customer Service Work for Your Small Business

By Bobby Devins / February 20, 2024 / Comments Off on How to Make Outsourced Customer Service Work for Your Small Business

According to recent data, small businesses make up 99.2% of the total UK business population.1 If you want yours to stand out from the crowd, you need to start by nurturing the factor that, arguably, is most important to your growth: your customer service. After all, 80% of customers say that the experience they’re getting…

Read More

Top Call Centre Technology Trends to Expect in 2024

By Aamir Baloch / December 12, 2023 /

Navigating new technologies is the most clear trend of customer service in 2024 but it’s definitely not the only example. Maintaining a healthy business-customer culture is also important to consider. Unsurprisingly 97% of consumers are more likely to stay loyal to a business after good service interactions.1 Here, we’ll cover the top trends for you…

Read More
onshore metaphor

Onshore vs Nearshore vs Offshore Customer Service

By Bobby Devins / November 28, 2023 /

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 More
Colorful cards with question marks in glass jar on orange

How to Improve First Call Resolution Fast

By Aamir Baloch / November 21, 2023 /

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 More

Do Customers Really Prefer Self-Service?

By Bobby Devins / November 6, 2023 /

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 More
phone red

4 Myths About Outsourcing Customer Service Debunked

By Bobby Devins / October 10, 2023 /

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 More

Onshore Customer Service Outsourcing Explained

By Bobby Devins / July 25, 2023 /

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 More
Gold trophy

Best Customer Service Outsourcing Companies in 2023

By Aamir Baloch / April 12, 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 More
a guide holding a compass

Customer Service Outsourcing Pricing Guide for 2023

By Aamir Baloch / April 6, 2023 / Comments Off on Customer 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 More

Everything You Need to Know About Call Centre and Help Desk Outsourcing in 2023

By Aamir Baloch / November 23, 2022 /

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 More