Search for Australian Customer Service Outsourcing Specialists
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 product 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, providing technical support, complaints management, claims and compensation enquiries, conducting surveys and more.
Helping customers self-serve can also be an important strategy that can improve satisfaction and reduce costs with many of the call centre outsourcers and BPOs offering additional services such as helping you develop Frequently Asked Questions (FAQs), automation through chatbots, artificial intelligence (AI) and Interactive Voice Responses (IVR's).
How to choose the right Australian Customer Service Outsourcer
There are several considerations you need to make when looking for the right Business Process Outsourcer (BPO) to handle your customer care functions based 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 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 often just finding the right outsourcer that is actually interested in your opportunity can be tough.
The technology capabilities of the outsourcer can also be critical - the ability 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 is something not all outsourcers are able to provide.
If you are clear on your requirements, just scroll through the outsourcers below and make contact directly with the outsourcers.
The Australian Customer Experience Professionals Association (ACXPA) also provides a free service to help businesses find and connect to contact centre outsourcers - try the free Contact Centre Outsourcing wizard now >
Prices to outsource your customer service function in Australia
There are many reasons businesses choose to outsource their customer service function to a BPO based in Australia, from improved customer service, increasing their flexibility, reducing costs, opening longer hours, reducing overheads etc.
With specific regards to cost, there are many different methods outsourcers use to invoice - from cost per call, per minute, per hour, outcome-based and so on which can make comparing the pricing of outsourcers 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, the cost to outsource your customer service function is typically between $48 - $70 AUD per hour, per person.
The range is determined by the skill of the call centre agents along with various other components that may or may not be included, such as supervision, call costs, reporting, quality assurance and so on.
If you're not sure what the right solution is for your business, try the free CX Connect service that will provide specific recommendations for Australian-based Customer Service outsourcing specialists based on your exact business requirements.
Where to learn more
If you'd like to increase your knowledge about outsourcing your customer service function, we have a range of free articles and guides written by industry experts:
Tips for searching for Australian Customer Service Outsourcing specialists
Just scroll below to see all the Australian outsourcers that specialise in customer care & customer service solutions.
If you'd like to see outsourcers/BPOs from another country, use the filter below.
If you'd like to search by other skills such as Lead Generation, Telemarketing, Message Taking, Overflow, Sales, Retention etc, search here for other Australian Outsourcers specialist functions >