Top 15 companies that outsource customer service
List of companies that outsource customer service
- Target
- The Wall Street Journal
- Principal Financial Group
- Amazon
- Bank of America
- JPMorgan Chase & Co.
- Capital One Financial Corporation
- Microsoft
- AT&T
- Hootsuite
- Verizon
- Telstra
- Xfinity
- Vodafone
Offering top-notch customer service is essential for any company’s success.
While some firms manage customer service in-house, many leading organizations have discovered the advantages of outsourcing this function.
Let’s delve into why businesses opt for outsourcing customer service and spotlight 15 successful companies that have adopted this approach.
Why do companies outsource customer service?
Before we jump into the list of companies that outsource their customer service, let’s briefly examine why they choose to take this path:
- Cost efficiency. Outsourcing customer service often results in cost savings. Companies can leverage lower labor costs in other regions and reduce expenses related to employee benefits, training, and infrastructure.
- Focus on core competencies. By outsourcing customer service, companies can redirect their focus and resources to their core functions.
- Scalability. Outsourcing companies can quickly adapt to changing service requirements. This scalability is particularly useful during peak periods or when expanding into new markets.
- Access to specialized skills. Outsourcing providers have specialized expertise in customer service. This expertise can lead to improved service quality and customer satisfaction.
- Global coverage. Outsourcing can provide 24/7 support, ensuring customers from different time zones receive assistance when needed.
- Risk mitigation. Firms can transfer certain business risks to outsourcing firms, such as staffing issues or regulatory compliance.
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Explore our outsourcing directory now. You may also check out our other lists of companies that outsource different services here:
- Top US companies that outsource their operations
- Top 10 UK companies that outsource customer services
- 10 examples of Japanese companies that outsource to the Philippines
- Canadian companies that outsource their services
- Companies that outsource their services to India
- Companies that outsource to South Africa
15 companies that outsource their customer service
Let’s look at 15 notable companies that outsource their customer service, demonstrating the effectiveness of this approach:
1. Target
Target, a retail giant, outsources its customer service to external call center agencies. The company ensures that its customers receive prompt and efficient support, given that they sell a ton of merchandise.
How they outsource
Target offshores its customer service to handle inquiries, concerns, complaints, and order support to agencies in India and the Philippines.
2. The Wall Street Journal
The Wall Street Journal is a leading financial publication based in New York City. It partners with an outsourcing firm to deliver knowledgeable support to its subscribers and address billing inquiries and delivery issues.
How they outsource
The Wall Street Journal partners with a Philippine BPO firm to increase customer retention through inbound services.
3. Google
Google, the renowned technology company, offshores parts of its customer service operations to providers in various countries. This global approach ensures that users receive support in their preferred language and time zone.
How they outsource
Google outsources its phone and email support for its Adwords service in India, the Philippines, and the United States. The tech giant also farms out VAs, IT professionals, and developers.
4. Principal Financial Group
Principal Financial Group is a prominent provider of retirement plans and insurance. It leverages outsourcing to enhance its customer service capabilities by partnering with a trusted service provider.
How they outsource
Principal Financial Group partners with US outsourcing firms to cater to clients across 25 countries and territories, delivering personalized and responsive support.
5. Amazon
As one of the world’s largest e-commerce companies, Amazon relies on outsourcing to handle its extensive customer service needs. By collaborating with outsourcing vendors, Amazon ensures fast response times and efficient issue resolution for its customers.
How they outsource
Amazon collaborates with offshore providers in various countries, including Costa Rica, India, and the Philippines. It is one of the companies that outsource customer service that is actively creating and seeking employment abroad.
6. Bank of America
The Bank of America outsources parts of its customer service operations to optimize efficiency and provide seamless support to its customers. It is one of the biggest call center employers, serving tens of millions of clients across 35 nations.
How they outsource
The Bank of America contracts out some of its customer support operations to third-party service providers in the United States and the Philippines.
7. JPMorgan Chase & Co.
JPMorgan Chase & Co. stands as a respected giant in the global financial landscape, with a rich history spanning centuries.
It collaborates with BPO providers to offer dedicated customer support. This enables JPMorgan to address customer inquiries and banking needs effectively.
How they outsource
JPMorgan Chase & Co.’s customer support centers are based in India and the Philippines. It stands out among companies that outsource customer service, as it actively invests in its Filipino employees’ professional development.
8. Capital One Financial Corporation
Capital One Financial Corporation is a prominent banking and financial services company. It uses outsourcing to provide comprehensive customer services by working with skilled BPO providers in and out of the United States.
How they outsource
Capital One has call centers in the United States and India to provide comprehensive customer service.
9. Microsoft
Microsoft, the global tech company, outsources its customer service operations to meet the needs of its diverse user base. It resorts to offshoring some functions due to its many offerings.
By collaborating with outsourcing vendors, Microsoft can deliver timely and reliable assistance to customers using its products and services.
How they outsource
Microsoft operates several call centers in the United States, India, Ireland, and the Philippines. This vast coverage ensures the smooth handling of customers’ questions and concerns.
10. AT&T
AT&T is one of the largest telecommunications companies relying on outsourcing to provide customer support across various platforms and services. It also offshores other functions, such as technical support and network maintenance.
How they outsource
AT&T’s call center outsourcing (CCO) partners can be found in the US, India, Mexico, and the Philippines.
11. Hootsuite
Hootsuite is a leading social media management platform that services 18 million customers, including Fortune 500 companies. The company farms out its customer support, enabling it to deliver consistent and effective assistance to its vast user base.
How they outsource
Hootsuite partners with outsourcing service providers located in the Philippines to provide global, round-the-clock customer support.
12. Verizon
Verizon is a prominent telecommunications company with a robust network infrastructure serving over 140 million customers. Offshoring allows the firm to efficiently provide support for billing inquiries, technical issues, and general customer assistance.
How they outsource
Verizon has call center services in the Philippines, India, and Mexico that offer issue or request resolution.
13. Telstra
Telstra is an Australian telecommunications company, opts for outsourcing to extend its customer service capabilities. By collaborating with staffing partners, Telstra ensures its over 20 million customers receive reliable and responsive support.
How they outsource
Telstra partners with outsourcing providers locally and in other countries, including the Philippines and India, to provide reliable customer service. Currently, the company aims to move to onshoring to support local businesses.
14. Xfinity
Xfinity, under Comcast, is a top cable television and internet service provider. It delivers reliable connectivity and entertainment to millions of subscribers.
How they outsource
Comcast doles out its customer service operations across major US cities like Philadelphia, Denver, and Houston.
15. Vodafone
Vodafone, a global telecommunications company, embraces outsourcing to provide efficient customer support. Since it has a presence in many countries, it embraces offshoring its services across the globe.
How they outsource
Vodafone has call centers worldwide, with some located in the United Kingdom, India, Egypt, and South Africa. This expansive coverage aims to deliver localized customer support in their respective regions.
Learning from companies that outsource customer service
These top companies that outsource customer service operations serve as valuable examples for businesses considering this approach.
It shows that many successful organizations across various industries have realized the benefits of outsourcing customer service to third-party service providers.
The Philippines, along with other outsourcing destinations, has played a significant role in this global transformation. It’s evident that the Southeast Asian country is among the top and trusted offshoring destinations.
The widespread adoption of offshoring and outsourcing is a testament to their effectiveness and adaptability. It reflects a commitment to delivering top-notch customer service, fostering innovation, and maintaining a competitive edge in today’s global market.
As more businesses explore the advantages of outsourcing customer service, it is clear that this trend is here to stay. Organizations can take inspiration from these industry leaders and recognize the unique strengths of outsourcing hubs.
This approach will allow companies to leverage it to achieve operational excellence, enhance customer satisfaction, and drive sustainable growth.
In the coming years, we can expect to see even more organizations embracing outsourcing as a vital component of their business success.
Independent
