For companies that have too many phone calls and emails to keep up, it is very common to outsource your customer services, either domestically in the UK or abroad to the likes of India or The Philippines.
There are certainly cost benefits, with call centres often significantly cheaper than hiring a team in-house and you can plug in your technology with theirs to make it very effective, using platforms such as Zoho, Hubspot, Zendesk, Freshworks and more.
What is an Outsourced Customer Service Solution?
An outsourced customer service firm can handle all of your customer service requirements from their location and you can leverage from their use of customer agents and low costs because of economics of scale. This might be a call centre based locally in the UK or somewhere in Asia, America or else abroad.
Using an outsourced firm might include using a handful of customer advisors or agents, virtual receptionists or even people to respond to Live Chats and emails. For some firms, it is for booking appointments, handling refunds, returns or processing claims.
IT Security Guru has carried out an independent review of companies that offer outsourced customer services in the UK based on:
- Product offering
- Pricing
- Brand reputation and reviews
- Accessibility and availability
- Scalability options
Do you have any questions or would like to be featured?
Contact Daniel here.
Top 5 Companies for Outsourced Customer Service Solutions
Here are five companies renowned for their exceptional outsourced customer service solutions:
1. In Touch Now
https://intouchnow.com/
Founded: 2017 (originally family run since 1994)
CEO: Daniel Park
Number of employees: 300+
Hertfordshire-based In Touch Now is a family-business that has been trading for over 30 years with more than 800 happy clients to date. With more than 300 customer service agents all based in the UK, the company benefits from having everyone local and english-speaking as their first language.
The firm has built its own technology which makes onboarding extremely fast and the daily running of operations extremely efficient.
From telephone answering and appointment making, In Touch Now have gained huge success amongst GP and medical clinics, earning some great contracts with the NHS and proving huge cost savings and efficiency for them. The call centre has also worked with a number of law firms and all kinds of industries.
Recently, the company launched an AI receptionist tool which is very cutting edge, allowing hundreds of calls to be taken simultaneously, with the outcomes perfectly recorded, stored online and shared with the client in real-time.
In Touch Now operates 24 hours a day, 7 days a week and has accreditations including ISOs 9001/ 22301/ 27001 & ICO registration.
2. MoneyPenny
https://www.moneypenny.com/
Founded: 2000
CEO: Joanna Knight
Number of employees: 1,250+ in UK and US
MoneyPenny is the largest of outsourced customer call centres and most well-known. Currently, the firm delivers outstanding customer service solutions to over 21,000 businesses and over 20 million calls per year. They combine market-leading software with an approach that focuses on creating meaningful customer interactions that drive satisfaction and retention.
MoneyPenny’s services include telephone answering, live chat and outsourced switchboard solutions. Their emphasis on recruitment and training ensures that their staff not only represent your brand well but also provide exceptional service that aligns with your business values.
The UK founded firm expanded overseas to the US in Atlanta, Georgia where most of the team are based (circa 1,000).
3. CallCare
https://www.callcare247.com/
Founded: 1998
CEO: Reuben Singh
Number of employees: 500+
London-based CallCare provides a wide range of services, including emergency call handling, appointment setting and overflow call management.
CallCare ask you to consider them as an extension of your internal team, providing multichannel support. They offer flexible solutions, whether you need out-of-hours support or additional cover during peak times, ensuring maximum customer satisfaction. Their ability to integrate seamlessly with your existing processes makes them a valuable partner.
The firm is fully UK based with a number of agents based in Manchester, but with the company headquartered in Knightsbridge.
The services they promote the most are customer services and CX management, incident managment services and secretary and receptionist services. Esteemed clients including NHS, Balfour Beatty, SSE, Slater Gordon lawyers, Chorley Council and City University London.
Do you have any questions or would like to be featured?
Contact Daniel here.
4. Confero
https://www.confero.co.uk/
Founded: 2001
CEO: David Freedman and Daniel Sassoon
Number of employees: 100+
Confero offers bespoke inbound and outbound call centre services, operating 24/7. Their dedication to compliance and security makes them a trusted partner for handling sensitive customer information.
Confero’s services include customer acquisition, retention and service support. They can design a customer journey that fits your specific business needs, ensuring that every interaction is handled professionally and effectively.
5. The SaaSy People
https://thesaasypeople.com/
Founded: 2019
CEO: Reece Couchman
Number of employees: 200+
The SaaSy People partners with businesses to provide high-level support for existing and new customers. They offer 24/7 customer support and share industry knowledge, helping businesses implement customer satisfaction surveys and additional contact channels. Their expertise in SaaS support makes them an ideal choice for tech-focused companies.
What are the Benefits of Using an Outsourced Customer Service Company?
By outsourcing customer service, businesses can focus on their core competencies and strategic goals. This allows for better allocation of resources and can lead to improved overall business performance. There are several other significant advantages including:
Save Money
Hiring and training in-house staff can be expensive. Outsourcing allows businesses to save on salaries, benefits and infrastructure costs. This can be particularly beneficial for small business that may not have the budget to support a full in-house team. By outsourcing, businesses can convert fixed costs into variable costs, ensuring they only pay for the services they use.
Reduce Waiting Times
For some companies, they may limited resources and there are only so many calls and enquiries that they can take at once and this may result in less efficiency and long waiting times for GP appointments, refunds or waiting lists.
Scalability
As your business grows, so does the volume of customer inquiries. Outsourced services can quickly scale up to meet demand, ensuring consistent service levels. This flexibility means that during peak seasons or promotional periods, businesses can rely on their outsourced partners to handle increased volumes without the need for significant internal adjustments.
24/7 Availability
Many outsourced customer service providers operate around the clock, offering your customers support at any time, including evenings and weekends. This ensures that your business can provide continuous support to customers across different time zones.
What Tasks Can Outsourced Customer Service Centres Help With?
Outsourced customer service centres can handle a wide range of tasks, including:
- Answering customer calls and providing information on products, services or policies.
- Acting as a virtual receptionist, managing calls and directing inquiries to the appropriate departments.
- Live chat responses.
- Managing and resolving customer complaints.
- Processing returns and refunds.
- Assisting with overdue payments and collections.
- Promoting your products and services to potential customers through outbound calls
- Managing your calendar and booking appointments with customers or clients.
- Processing insurance or warranty claims.
- Engaging with customers on social media platforms.
- Telesales and telemarketing
- SMS and email responses.
- Sending letters and marketing materials to potential and existing customers.
FAQs
What Is The Cost of Outsourcing Customer Service Operations?
The cost of using an outsourced customer service agents starts at a few hundred or thousand pounds, with a virtual assistant at around £130-£150 per day or using a team to outsource can start with a £1,000-£2,000 set up fee and a monthly retainer starting from £2,000, as an indication.
The true cost you pay can vary depending on the:
- number of agents you need
- complexity of cases
- number of expected calls per day
- any additional training and data inputting
To put it into perspective, the average NHS GP clinic in your area might use an outsourced service and spend in the region of £6,000 per month.
You will typically be able to use outsourced customer agents on a trial basis, so this could give you a good indication for 1-3 months.
Many providers offer flexible pricing models, including pay-as-you-go or monthly subscriptions. This flexibility allows businesses to choose a plan that fits their budget and operational needs.
What Industries Can Outsourced Customer Service Companies Be Used For?
Using outsourced agents are common and effective for:
- GPs and medical clinics
- eCommerce and retail
- Insurance brokers and insurers
- Mortgage brokers and lenders
- Travel brands and agents
- Credit companies
- Energy and utilities companies
- Government and councils
Am I Getting a Human Customer Services Agent Or Do They Use AI?
The companies we have featured largely focus on having human customer service agents, with an individual on the other end of the phone. Some of them operate in call centres in parts of Manchester, Wales and outside London and other members of staff will use different phone systems and technology so that they can login and work remotely, sometimes from their own kitchens or own homes.
There are some companies that are using AI and incorporating this into the mix, such as In Touch Now. For instance, as a customer calling a GP practice, you might find you are speaking to automated voice, but the AI will be able to give you prompts and point you into the right direction. Interestingly, being a bot and system, the number of calls that it can take at once are infinite, compared to a team of individual agents which will be limited to the number of staff and therefore create long waiting lists. Hence, it won’t be surprising if AI call centres gain traction and start to become the future.