Outsourcing your Customer Service function
There are often multiple terms for customer care outsourcing solutions such as customer service, 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 customer are satisfied and supported when dealing with your business's product or services.
These days, providing customer care solutions for your customers can also mean more than just answering the phone with customer care now delivered over multiple channels including social media, emails, live chat, SMS, video chat, co-browsing and of course traditional mail.
Functions 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 and Interactive Voice Responses (IVR's).
How to choose the right provider of customer service outsourcing solutions
There are a number of considerations you need to make when looking for the right business partner to handle your customer care functions. 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.
Location can also play a critical role - do you use an offshore call centre to reduce costs or keep it all within Australia? Perhaps a mix of both can work depending on the level of customer segmentation you are able to perform.
The technology capabilities of the outsourcer can also be critical - the ability to provide omnichannel solutions, 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.
Prices to outsource your customer service function
There are lots of reasons businesses choose to outsource their customer service function from increasing their flexibility, reducing costs, opening longer hours, reducing overheads etc. With specific regards to cost, there are a number of different methods outsourcers use to invoice from cost per call, per minute, per hour, outcome-based and so on which can make comparing outsourcers difficult. The location of the outsourcer also plays a large component in the cost of outsourcing your customer service functions. Indicative pricing by country for fully outsourced call centre agent:
- Australia - $45 - $70 AUD per hour
- New Zealand - $35 to $60 AUD per hour
- Philippines - $8 to $16 AUD per hour
- South Africa - $15 tp $25 AUD per hour
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.
Need some help?
If you would like further assistance in finding the right supplier use our free industry service and we'll provide you with a recommended shortlist of suppliers who are most suited to your business as well as helping you understand the various commercial models that are used. Just contact us on 03 9008 7287 or send us a message for a no-obligation discussion.
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:
Search the customer care specialist outsourcers and BPOs below:
Just scroll below to see all the outsourcers that specialise in customer care & customer service solutions. If you'd like to only see outsourcers/BPOs from a specific country, use the filter below.