Customer Service Outsourcers in South Africa

Customer Service Outsourcers in South Africa 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 South Africa can include answering basic and complex enquiries, Customer Engagement, Technical Support, managing complaints, Live Chat, Social Media Customer Service, 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 South Africa 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 South Africa

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

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 for robust conversations with outsourcers to obtain accurate pricing. Based on your requirements, we can also provide you with a shortlist of recommended suppliers.

Prices to Outsource Customer Service to South Africa

There are many reasons Australian businesses choose to outsource their customer service function to a BPO based in South Africa, including substantially reduced costs, improved customer service, increased flexibility, opening longer hours, and reduced overheads.

With regard to cost, there are many different methods outsourcers 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.

In South Africa, the cost to outsource your customer service function is typically between $15 - $25 AUD per hour, per person.

The range is determined by the skill of the call centre agents, the experience with the business sector, 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 Customer Service Outsourcing specialists in South Africa

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

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

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