Customer service outsourcing, tailored for you

Customer support outsourcing is the practice of hiring a third-party company to handle customer support tasks for a business. These tasks can include answering customer inquiries across different communication channels, providing technical support, processing orders, handling returns and cancellations, analyzing customer experience trends, and more.

The categories of outsourcing customer service vary by geography and service delivery. There are three primary types of traditional customer care outsourcing based on location:

1. Onshore outsourcing, which is done within the same country as the business.
2. Nearshore outsourcing, done in a neighboring country with lower business costs.
3. Offshore outsourcing – a service that’s done in a distant country, often to significantly reduce labor costs.

Foremost, it’s a good way to reduce your in-house customer support operations expenses and work with specialized experts. Additionally, it will allow you to provide 24/7 omnichannel customer service, such as chat, email, socials, and phone answering, so every customer can reach you through their preferred channel. Through customer care outsourcing solutions, you can focus on core business activities, maintain quality assistance for your clients, ensure customer satisfaction and a positive brand experience, and generally grow faster, further expanding the customer base. If you are interested in learning more about this support model, we recommend reading our article on the pros and cons of outsourcing.

The price for outsourcing customer service varies depending on factors like location, service complexity, support work hours, and the team size needed. Prices may also depend on the level of expertise required, language support, and additional features like 24/7 availability or technical support. Usually, reputable customer support outsourcing companies provide diverse pricing options. For example, at EverHelp, we have three options: dedicated, shared, and talent-only teams, to match the unique support requirements of our clients. You can check out more detailed descriptions of our support models on our pricing page.

Start by pinpointing your needs: the type of support, hours of operation, channels, languages, and any additional services necessary to satisfy your customer care outsourcing needs. Look for outsourced customer service companies with a strong reputation, relevant experience, and high-quality service that aligns with your industry. Evaluate their pricing and ensure they use modern tools like AI, chatbots, and automation, check out recent comparisons with SupportYourapp and Simply Contact. Also, confirm they follow security protocols and comply with data protection regulations. Finally, ensure they offer flexibility and scalability for future growth. You can also check out a more extensive outsourcing support partner checklist on our website.

For starters, our team helps reduce operational costs while still providing relevant, personalized, and quick assistance (under 45 seconds for first replies). As we offer multilingual customer support outsourcing in over 30 languages, our team helps businesses to easily scale globally with 28 days process. With EverHelp’s all-inclusive approach, covering outbound & inbound customer service outsourcing, chat, and email support, you can also ensure timely and efficient customer care. We also prioritize security, being compliant with GDPR and PCI DSS to safeguard customer data. Overall, our agents are trained to handle queries of any complexity, guaranteeing consistent, premium support. To learn more, book a call with us!

Scaling is seamless with our flexible approach. We can add up to 50 agents to your outsourced customer service team monthly during busy seasons and scale back down to your original size afterward without any complications, obligations, or extra fees. This ensures you're always properly staffed for peak demand without overspending during slower periods when volume drops.

Absolutely, through our three cooperation models suited for different needs in customer support outsourcing services. Talent-only provides direct oversight where agents work as part of your team under your management. Shared team offers quick, cost-effective scaling where you set high-level guidelines and we manage agents directly. Dedicated team assigns exclusive agents to your brand, with you defining SLAs, KPIs, workflows, and hiring influence while we handle daily operations and provide detailed metric reporting. Learn more about our cooperation options.

We provide true 24/7 global coverage through our international team of agents hired worldwide, combined with our AI assistant, Evly. Our human agents speak 30+ languages, while Evly extends our outsourced customer service language capabilities to 95+ languages total. With support representatives positioned across different time zones including UK, we ensure prompt responses even during holidays, so no customer request goes unanswered regardless of when or where it comes from.