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Customer service has evolved from a basic support function into a key driver of business success.
Consumers now expect instant, personalized, and 24/7 assistance, prompting companies to rethink how they manage customer interactions.
As a result, outsourcing has become a practical and effective solution. Rather than handling support teams internally, many companies now integrate AI-driven chat support, multilingual call centers, and customer service virtual assistants to improve response times and customer satisfaction.
A recent survey conducted by BruntWork underscores this shift, revealing that 91% of businesses that outsourced their customer service reported significant improvements in efficiency.
The survey, which gathered insights from 1,500 business leaders across various industries, highlights the tangible benefits of outsourcing customer support.
This growing reliance on outsourced solutions aligns with market trends. The global business process outsourcing (BPO) market is projected to grow at a CAGR of 9.6% through 2030, reaching $525.23 billion.
With outsourcing playing an increasingly vital role, businesses must choose the right partner to maximize the benefits.
This guide explores the top customer service outsourcing companies, the advantages they offer, and how businesses can find the best fit for their needs.
The Best Customer Service Outsourcing Companies
The demand for outsourcing customer service companies is rising, and for good reason. With businesses needing round-the-clock support and customers expecting seamless experiences, outsourcing offers a smart, cost-effective way to deliver top-tier customer support.
The global CX outsourcing market was valued at $106.72 billion in 2023 and is projected to grow to $171.81 billion by 2028, reflecting its growing importance.
But with so many customer service outsourcing companies available, how do you choose the right one?
Below is a breakdown of the top customer service outsourcing companies in the industry today.
1. BruntWork
BruntWork ranks among the top outsourcing customer service companies, offering businesses an affordable way to expand operations.
Since launching in 2020, the company has built a strong reputation by connecting businesses with skilled Filipino professionals who provide customer support and other essential services.
BruntWork specializes in:
- Virtual Assistance: Support for administrative tasks, scheduling, and email management.
- Customer Support: Call center outsourcing, live chat, and omnichannel communication.
- Digital Marketing: SEO, social media management, Google Ads, and content creation.
- IT Outsourcing: Web development, technical support, and data entry.
- Telemarketing and Telesales: Lead generation, appointment setting, and sales support.
Several factors make BruntWork a strong choice among customer service outsourcing companies:
- Cost Savings: Businesses reduce staffing expenses by up to 70%.
- Flexible Contracts: No long-term commitments, allowing businesses to scale as needed.
- 24/7 Support: Round-the-clock teams serve international customers in different time zones.
- Custom Solutions: Services tailored to match business needs and branding.
- Smooth Onboarding: Trained agents integrate quickly into existing workflows.
BruntWork provides a cost-effective, scalable, and reliable solution for businesses looking to strengthen customer support without the challenges of in-house hiring.
2. RPM BPO
RPM BPO is a customer service outsourcing company based in San Jose, California, with nearshore offices in the Dominican Republic and Colombia.
The company supports business growth by providing outsourced services in customer service, sales, and back-office operations while contributing to economic opportunities for workers globally.
Operating in US Central and Eastern time zones, RPM BPO ensures cultural alignment with American work styles and pop culture.
Services Offered:
- Customer service outsourcing
- Sales outsourcing
- Back-office outsourcing
Nearshore teams offer strong English proficiency and Spanish fluency, creating authentic customer connections. For smaller projects, operations can be launched in as little as two weeks.
Employees receive competitive wages, training, and career development, ensuring high-quality service.
The company provides scalable, customizable solutions, allowing clients to be as hands-on or hands-off as needed. Their cultural alignment with the U.S. ensures long-term sustainability compared to offshore teams.
3. Back Office Betties
Back Office Betties specializes in virtual legal receptionist services, virtual legal assistant services, legal client intake and relationship management, and bilingual support (English and Spanish).
The company employs remote staff in Arizona, California, Florida, and Texas, serving clients across the United States and Canada.
Services tailored for law firms:
- Call answering and forwarding
- Appointment scheduling and reminders
- New client intake and lead qualification
- Outbound calls and follow-ups
- Webchat answering
- Custom script building
- Live call transfers
- Payment collection
Virtual receptionists are available Monday to Friday, from 5:00 am to 5:00 pm PST. Back Office Betties stands out with its exclusive focus on law firms, flat-rate unlimited call plan, and small team approach, limiting teams to six people or fewer for a personalized experience.
Services can be set up in less than 24 hours, with a guarantee to answer 90% of calls within four rings and never place callers on hold.
4. HelpSquad BPO
HelpSquad BPO is a customer service outsourcing provider based in Hatboro, Pennsylvania, with virtual assistants in Europe, Central America, and South Africa.
Founded in 2015, the company supports industries such as healthcare, e-commerce, finance, IT, and education. Alongside BPO services, it develops proprietary software and AI solutions to enhance customer interactions.
Its services include:
- Multichannel Support: Live chat, phone, email, and SMS support
- Technical Support: Troubleshooting and problem resolution
- Back-Office Operations: Data entry, research, and administrative tasks
- Sales and Lead Generation: Appointment setting and customer retention strategies
- Healthcare Services: HIPAA-compliant patient communications and appointment scheduling
HelpSquad offers proprietary technology, AI integration, and flexible staffing options, with a global presence and 24/7 support.
Services are cost-effective, scalable, and can be implemented within 48 hours for some solutions.
5. Integra
Integra Global Solutions is a business process outsourcing (BPO) company specializing in customer service outsourcing.
With over 20 years of experience, Integra supports more than 850 clients worldwide and employs over 1,600 professionals across offices in the USA, UK, India, and the Philippines.
The company delivers outsourcing solutions with a focus on automation and customer psychology.
Key services offered:
- 24/7 customer care via live chat, email, and telephone
- Inbound and outbound call center services
- Pre-sales and post-sales support
- Technical support
- Telemarketing
- Order taking
- Live chat support for websites
- Email support
- Multilingual support
- Accounting and bookkeeping services
- Revenue cycle management
- Software development
Integra stands out through its customer psychology training, automation-driven solutions, global presence, ISO 27001 certification, GDPR compliance, flexible agreements, cost-effective pricing, and industry expertise in accounting, property management, and eCommerce.
6. Influx
Influx is a customer service outsourcing company founded in 2013. It specializes in scalable support solutions for eCommerce, SaaS, fintech, and gaming brands. Its “follow-the-sun” model ensures consistent, high-quality service across all time zones.
- Multichannel support (live chat, email, voice, social media)
- 24/7 customer assistance
- Dedicated agent teams
- Multilingual support
- Technical support
- Sales support
Influx offers flexible, month-to-month pricing with no lock-in contracts, rapid team deployment within a week, and a fully managed service covering training, quality assurance, and management.
Its scalable solutions adapt to seasonal demands and business growth, with pre-vetted agents delivering authentic customer interactions.
A three-tier management system ensures performance, and their pay-as-you-go model aligns costs with revenue.
7. WOW24-7
WOW24-7 is an omnichannel customer service outsourcing company founded in 2016 and based in Afton, Wyoming, USA.
It provides 24/7 customer and technical support for businesses across multiple industries, focusing on startups and small and medium-sized businesses.
Its expertise spans industries such as IT, software development, SaaS, e-commerce, retail, consumer electronics, entertainment, tourism, and aviation.
Key services offered:
- Omnichannel support via phone, email, chat, and social media
- L1 and L2 technical assistance
- Contact center management
- Content moderation, data management, and virtual assistant services
- Multilingual support in 10+ languages
- Pre-sales and after-sales services
- Helpdesk services
- Data entry and management
WOW24-7 provides 24/7 availability across 24 time zones, multilingual support in 10+ languages, and flexible scaling based on client needs.
Clients can achieve cost savings of up to 60% compared to in-house teams, with customer satisfaction scores exceeding 96%.
Its industry expertise, seamless omnichannel communication, customized service solutions, rigorous quality assurance, and cultural alignment ensure high-quality service delivery.
8. Pure Moderation
Pure Moderation was founded in 2006 and is headquartered in Hanoi, Vietnam, with additional offices across Asia.
The company provides tailored BPO solutions for businesses of all sizes, specializing in content moderation, customer support, data management, and game management.
Key Services:
- Live Chat Support
- Ticket Support
- Email Support
- Call Center Services
- Multilingual Support
Pure Moderation stands out with its ability to scale operations, multilingual capabilities, and customized solutions.
With offices in Vietnam, Thailand, the Philippines, India, and the USA, the company maintains a 95% employee retention rate and over 15 years of experience. It manages 350 million moderated content pieces per month and integrates AI into its services.
9. Horatio
Horatio is a customer support outsourcing company founded in 2018 and based in New York City.
It specializes in personalized customer experience solutions for high-growth businesses across industries such as retail and e-commerce, financial services, healthcare and health tech, and travel and hospitality.
Here are its services:
- Customer experience support
- Back office support
- Trust and safety services
- Compliance and fraud prevention
- 24/7 customer service
- Omnichannel communication
- Tech support
- Quality assurance
- Marketing campaigns
- Social media management
- Sales support
10. SupportYourApp
SupportYourApp is a Support-as-a-Service company founded in 2010, originally based in Kyiv, Ukraine, and now operating internationally.
The company provides secure technical, customer support, and CX services to growing businesses worldwide.
SupportYourApp has over 1200 employees (2000+ including SUP Group) and operates across eight international hubs in Latin America, Europe, Africa, the Middle East, and South-East Asia.
The company serves more than 250 clients from over 30 countries, offering support in 60+ languages. It is a PCI/DSS L1 Service Provider and ISO/IEC 27001:2013 certified, ensuring compliance with GDPR, CCPA, and HIPAA.
Key Services:
- 24/7 customer support (Front desk, Tier 1-3)
- Technical support
- Social media customer service
- CX services
- AI-powered support teams
- System setup and integration
- Back-office services (data entry, content moderation)
- Live chat support
- Multilingual support
SupportYourApp stands out with its multilingual expertise, providing services in over 60 languages. It offers 24/7 availability and scalable solutions that adjust to client needs.
Pro Tip: When evaluating outsourcing providers, request case studies or testimonials specific to your industry. This can give you a clearer idea of their expertise and success rate.
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What Is Customer Service Outsourcing?
Customer service outsourcing allows businesses to delegate customer interactions to third-party providers.
These outsourcing customer service companies handle customer inquiries, complaints, and support needs. Whether a business is small or large, outsourcing can reduce costs and improve efficiency.
Types of Customer Service Outsourcing
Customer service outsourcing covers a range of services, including:
- Phone Support: Trained agents manage inbound and outbound calls.
- Email Support: Responding to customer inquiries, updates, and troubleshooting assistance.
- Live Chat: Real-time chat assistance for website visitors.
- Social Media Management: Handling customer inquiries on platforms like Facebook, Twitter, and Instagram.
- Multilingual Support: Assisting customers in multiple languages.
Why Companies Choose Outsourcing
Reducing costs is one of the main reasons companies turn to outsourcing customer service companies.
More than half of executives (57%) outsource to lower expenses. Hiring and training an in-house customer support team requires significant resources.
Outsourcing provides access to skilled professionals without the costs of full-time salaries, benefits, and office space.
Outsourcing also allows businesses to:
- Expand customer support quickly without additional hiring.
- Offer 24/7 service to assist customers in different time zones.
- Use trained professionals who specialize in customer service across industries like technology, e-commerce, and finance.
Key Services Offered by Customer Service Outsourcing Companies
Companies working with outsourced customer support companies can customize their service options.
Some of the most popular services include:
- Dedicated or shared customer support teams
- Technical support for troubleshooting and issue resolution
- Order processing and helpdesk services
- Outbound sales and telemarketing
- AI-powered chatbots for faster response times
These services help businesses maintain quality customer interactions without managing everything in-house.
Many businesses now use a virtual assistant for call center operations. These assistants manage administrative tasks, respond to customer inquiries, and schedule appointments.
Unlike traditional in-office agents, virtual assistants work remotely and can be adjusted based on business needs.
Source: Touch Point
How to Choose the Right Customer Support Outsourcing Firm
Selecting the best outsourcing customer service company can impact your business’s success.
The right partner can improve efficiency and reduce costs, but a poor choice might lead to customer dissatisfaction and wasted resources. A structured selection process helps businesses find a reliable outsourcing provider.
Key Factors to Consider
1. Industry Background
Different customer service outsourcing companies specialize in various fields. Some handle e-commerce inquiries, while others focus on SaaS or financial services.
Working with a company that understands your industry reduces miscommunication and improves customer interactions.
Example: A fintech company working with an outsourcing provider unfamiliar with financial regulations may face compliance risks.
2. Technology & Infrastructure
Modern contact center outsourcing relies on AI-driven tools, CRM integrations, and omnichannel communication. Strong cybersecurity measures and cloud-based solutions are also essential for protecting customer data.
Pro Tip: Ask providers how they use AI to improve response times and manage customer interactions.
3. Scalability & Adaptability
Outsourcing needs can change due to business growth or seasonal fluctuations. A good partner should handle increased demand without service delays or quality issues.
Red Flag: Long-term contracts with strict terms may limit flexibility. Look for companies that allow adjustments based on changing requirements.
4. Quality Control
Cost savings should not come at the expense of service quality. A reputable outsourcing provider has structured monitoring processes, including:
- Regular evaluations of customer interactions
- Performance tracking (response time, issue resolution, satisfaction scores)
- Ongoing staff training
What to Watch For: If a company lacks data on customer satisfaction or service performance, it may not prioritize quality.
5. Cultural Compatibility
Clear communication and a shared service philosophy contribute to better customer experiences.
Language skills, cultural awareness, and brand alignment should be considered when selecting a provider.
Pro Tip: A test phase with a small team can reveal how well the outsourcing company represents your brand.
Steps to Find the Right Partner
1. Define Business Needs
Clarify what services are required. Common considerations include:
- 24/7 customer support availability
- Language requirements
- Technical or specialized assistance
Key Takeaway: A clear understanding of your needs simplifies the selection process.
2. Research Providers
A quick search for top customer service outsourcing companies will bring up many options, but deeper research is needed.
Where to Look:
- Industry rankings and reviews (Clutch, G2)
- Case studies and testimonials
- References from businesses with similar needs
3. Compare Proposals
Evaluating potential partners involves reviewing the following:
- Pricing models (flat-rate vs. per-agent costs)
- Service agreements (response time, training, escalation processes)
- Contract flexibility
Example: Some companies charge per hour, while others bill per resolved ticket. Choosing the right model impacts overall costs.
4. Verify Reputation and Security Compliance
Before signing an agreement, confirm:
- Regulatory Compliance: GDPR, PCI DSS, HIPAA certifications
- Client References: Direct feedback from past or current customers
- Operational Capability: Option for a trial period before committing
Pro Tip: Speaking with businesses that have worked with the provider can offer valuable insights.
5. Set Clear Terms & Expectations
A well-defined agreement outlines:
- Response and resolution times
- Customer satisfaction goals
- Performance tracking and reporting
Red Flag: If a company is unwilling to define key service terms, transparency could be an issue.
Pros and Cons of Working with an Outsourced Customer Support Team
Outsourcing customer service can help businesses manage customer interactions efficiently. Many companies see it as a way to reduce costs and improve service availability, but it also comes with some drawbacks.
Here’s a breakdown of the benefits and potential downsides of working with outsourcing customer service companies.
Pros
Outsourcing customer support offers several advantages, including lower costs, access to skilled professionals, and extended service hours.
1. Lower Costs
Many businesses turn to customer service outsourcing companies to reduce expenses. Building an in-house team requires hiring, training, and providing benefits, all of which add up quickly.
Outsourcing gives companies access to trained professionals at a lower cost, particularly in regions where wages are lower.
2. Access to Skilled Professionals
Top customer service outsourcing companies invest in training their employees, so businesses benefit from experienced support agents without spending time or money on training programs. These teams handle customer inquiries efficiently, improving overall service quality.
3. Round-the-Clock Availability
Customers expect quick responses at any time of day. Many outsourced customer support companies operate across different time zones, making it possible for businesses to offer 24/7 service without hiring multiple shifts of employees. This is especially useful for companies with international customers.
4. Flexible Scaling
Business needs change, and support demands fluctuate throughout the year. Companies that outsource can easily scale their customer service teams up or down without hiring or laying off staff.
5. A Good Option for Startups
Outsourcing customer service for startups allows new businesses to offer professional support without the high costs of an in-house team. Startups can allocate resources toward growth while still providing reliable customer service.
Cons
Despite its advantages, outsourcing comes with potential drawbacks, including communication issues, security risks, and less direct control.
1. Possible Communication Gaps
Not every outsourced customer support company offers the same level of language proficiency or cultural understanding.
Differences in communication styles can sometimes lead to misunderstandings, affecting customer satisfaction.
2. Less Control Over Daily Operations
When businesses outsource customer service, they rely on external teams to represent their brand.
While top customer service outsourcing companies follow quality standards, businesses may have limited control over how interactions are handled.
3. Security Risks
Sharing sensitive customer data with third-party providers comes with risks. Customer service outsourcing companies must follow strict data protection policies, but businesses should carefully evaluate providers to protect customer information.
4. Adjustment Period
Transitioning to an outsourced team takes time. Companies must integrate new workflows, train external agents on brand expectations, and monitor performance to maintain service quality.
Pro Tip: Maintain a dedicated internal liaison to oversee outsourced operations. This ensures alignment with your brand and customer expectations.
Also Read: Benefits of Outsourcing Customer Service
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Making the Right Choice for Your Business
Outsourcing customer service companies help businesses cut costs, scale quickly, and offer 24/7 support.
The best providers improve customer interactions, speed up response times, and provide services tailored to different industries.
Selecting the right partner requires more than checking off a list. A strong outsourcing team should understand your brand, keep customers satisfied, and adjust as your business grows.
The right provider functions as an extension of your company, maintaining service quality while reducing the burden of in-house hiring.
Take the time to compare your options. Whether you need multilingual support, AI-driven chat, or industry-specific services, choosing wisely can improve customer satisfaction and business efficiency.
If you’re looking for a reliable way to manage customer interactions, now is the time to outsource customer support and find a provider that fits your needs. Get started today!
