Onshore vs Nearshore vs Offshore Customer Service

onshore metaphor

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…

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How to Improve First Call Resolution Fast

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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…

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Do 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…

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4 Myths About Outsourcing Customer Service Debunked

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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…

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Onshore 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…

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Best Customer Service Outsourcing Companies in 2023

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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…

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Customer Service Outsourcing Pricing Guide for 2023

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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…

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Outsource 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…

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What 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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