Customer Service Outsourcers in New Zealand

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

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 New Zealand can include answering basic and complex enquiries, Customer Engagement, Technical Support, managing complaints, Live Chat, Social Media Customer Service, complaints management, hardship support, 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 in New Zealand 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 a Customer Service Outsourcer in New Zealand

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

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 Customer Service to New Zealand

There are many reasons businesses choose to outsource their customer service function from Australia to a BPO based in New Zealand.

Firstly, there are all the standard benefits of outsourcing to an expert provider—improved customer service, increased flexibility, reduced costs, longer hours, and reduced overheads.

However, one of the main reasons for moving customer service offshore is the cost savings.

In New Zealand, the cost to outsource your customer service function is typically between $35 - $60 AUD per hour, per person which is around 15% to 25% cheaper than Australia.

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.

There are also the different methods outsourcers Customer Service Outsourcers in New Zealand use to invoice—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.

If you're not sure what the right solution is for your business, try the free Call Centre Outsourcing wizard that will provide you with a recommended shortlist of 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 recommend the following articles:

Search for Customer Service Outsourcing specialists in New Zealand

Scroll down to see all the New Zealand Customer Service Outsourcing Companies that specialise in customer care and customer service solutions.

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

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