Australian Customer Service Outsourcers

Australian Customer Service Outsourcers are specialists in providing a range of outsourced customer service solutions for Australian businesses.

There are often multiple terms for customer service outsourcing solutions, such as customer care, customer relations, customer support, customer care, customer loyalty, etc., and whilst technically one could argue there are differences between them all, ultimately, the goal is to ensure your customers are satisfied and supported when dealing with your business's products or services.

With the competition to acquire and retain customers paramount for businesses, providing customer care/customer service solutions for your customers has never been more important.

But that means more than just answering the phone with customer care/customer support now delivered over multiple channels, including social media, emails, live chat, SMS, video chat, co-browsing and, of course, traditional mail.

Customer Service Outsourcing functions handled in Australia can include answering basic and complex enquiries, Customer Engagement, Technical Support, managing complaints, Live Chat, Social Media Customer Service, hardship support, complaints management, conducting surveys, and more.

Helping customers self-serve can also be an important strategy that can improve satisfaction and reduce costs. Many call centre outsourcers and BPOs offer additional services such as helping you develop Frequently Asked Questions (FAQs), automation through chatbots, artificial intelligence (AI), and Interactive Voice Responses (IVRs).

How to choose the right Australian Customer Service Outsourcer

Several considerations must be made when looking for the right Business Process Outsourcer (BPO) to handle your customer care functions in Australia.

Experience within the same industry vertical may be important (e.g. banking, insurance, retail, etc), and some contact centre outsourcers specialise in segments such as B2B or B2C or are more focussed on sales or service (although most will tell you that they can do everything!).

There are also some call centre outsourcers where size does matter—larger contact centres typically aren't interested in smaller opportunities (e.g., under 10 seats), so finding the right outsourcer who is actually interested in your opportunity can be tough.

The technology capabilities of the outsourcer can also be critical—not all outsourcers are able to provide omnichannel solutions for social media customer support, SMS customer support, email customer service, live chat support, CRM tools, complex data reporting, big data analysis, etc.

If you are clear on your requirements, just scroll through the outsourcers below and make contact directly with the outsourcers.

You can also try our free Call Centre Outsourcing Wizard, which will assist you in defining your requirements to have robust conversations with outsourcers in order to obtain accurate pricing. We can also provide you with a shortlist of recommended suppliers based on your requirements.

Prices to outsource your customer service in Australia

There are many reasons businesses choose to outsource their customer service function in Australia to a BPO, from improved customer service, increasing their flexibility, reducing costs, opening longer hours, reducing overheads etc.

With regard to cost, outsourcers use many different methods to invoice—cost per call, per minute, per hour, outcome-based, and so on—which can make comparing their pricing difficult.

For example, some include the cost of supervisors, reporting, phone calls, etc, as well as different set-up costs, induction rates and more.

In Australia, outsourcing your customer service function typically costs between $48 - $70 AUD per hour, per person.

The range is determined by the skill of the call centre agents and various other components that may or may not be included, such as supervision, call costs, reporting, quality assurance, and so on.

Where to learn more

If you'd like to increase your knowledge about outsourcing your customer service function, we recommend the following articles:

Search for Australian Customer Service Outsourcing Specialists

Just scroll below to see all the Australian Customer Service Outsourcers that specialise in customer care & customer service solutions.

Alternatively, use the search filters below to see outsourcers/BPOs from other countries or outsourcers who provide other specialist functions.

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