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Top 12 Customer Support Outsourcing Companies in 2025

Michal Szczyglowski

19 min read

Jun 3, 2025

What you'll learn from this article:

• What are the outsourcing models
• What are benefits of outsourcing customer support
• How to choose the right support outsourcing partner
• What are top customer service outsourcing companies

Key findings

What is customer support outsourcing?

I'ts a business practice where companies delegate customer service operations (e.g., calls, emails, chat) to a third-party provider to improve efficiency, reduce costs, and enhance customer experience.

What is a Business Process Outsourcer (BPO)?

It's a specialized company that manages non-core business functions (like customer support) on behalf of other businesses, often offering services across multiple channels and languages.

Running a small or mid-sized business today is no small feat. You're juggling multiple roles: sales, operations, strategy, and then there's customer support. But what happens when your team is overwhelmed? Calls go unanswered, chats are missed, and resources that could fuel growth are stretched thin. Sound familiar?

You're not alone. In fact, 24% of small businesses outsource customer support to boost efficiency and reduce costs. Outsourcing isn't just a cost-saving measure. It's a strategic move to enhance customer experience, scale operations, and free up your team to focus on their core strengths.

Here, we'll explore how outsourcing customer support can improve your business. We'll delve into the benefits, how to select the right outsourcing partner, and introduce you to some top companies leading the way. The insights will help you decide if outsourcing is the right fit for your business and how to make it work smoothly. Let's get started!

What is customer support outsourcing?

Customer support outsourcing involves partnering with a third-party provider, known as a Business Process Outsourcer (BPO), to handle your customer service operations. These providers manage various customer interactions, such as phone calls, emails, live chats, and social media inquiries, on your behalf. By doing so, they help you deliver consistent, high-quality support without the overhead of managing an in-house team.

BPO vs. temporary staffing or consulting

It's important to distinguish between outsourcing and other staffing solutions:

• Temporary staffing: Involves hiring short-term employees to fill immediate gaps, typically without long-term strategic planning.
• Consulting: Provides expert advice and recommendations, often without direct involvement in day-to-day.

In contrast, outsourcing is a strategic partnership where the BPO provider actively manages and executes your customer support functions.

Exploring outsourcing models

Choosing the right outsourcing model depends on your business needs, budget, and customer expectations. Here's a breakdown:

1. Onshore outsourcing

• Pros: Cultural affinity, shared language, and easier collaboration due to geographic proximity.
• Cons: Higher operational costs compared to other models.

2. Nearshore outsourcing

• Pros: Closer time zones, often similar cultural backgrounds, and cost savings over onshore options.
• Cons: Potential for minor language nuances or cultural differences.

3. Offshore outsourcing

• Pros: Significant cost savings, ability to provide 24/7 support, and access to a large talent pool.
• Cons: Challenges with cultural alignment, language barriers, and time zone differences.

Selecting the appropriate model requires assessing your specific business requirements, customer demographics, and budget constraints.

Services that can be outsourced

Outsourcing isn't limited to just answering calls. A wide range of customer support services can be managed by BPO providers:

• Inbound/Outbound calls: Handling incoming inquiries and making outbound calls for follow-ups or sales.
• Email support: Managing customer queries and responses via email.
• Live chat support: Engaging with customers in real-time through chat platforms
• Social media monitoring and engagement: Monitoring brand mentions and engaging with customers on social platforms.
• Technical support (tier 1, tier 2): Providing assistance for technical issues, escalating when necessary.
• Help desk and IT support: Offering support for IT-related issues and troubleshooting.
• Back-office tasks: Managing administrative tasks, such as data entry related to support.
• Multilingual support: Providing support in multiple languages to cater to a diverse customer base.

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Benefits of outsourcing customer support

Customer service outsourcing isn't just about cutting costs, but improving your business operations. Here's how:

1. Cost savings and efficiency

Outsourcing customer support can significantly reduce operational expenses. By eliminating the need for in-house hiring, training, benefits, and infrastructure, businesses can save up to 30-50% on labor costs. For instance, in-house support may cost $25–45 per hour per agent, whereas outsourced support can cost as little as $12–25 per hour.

2. Scalability and flexibility

Outsourcing customer service allows businesses to quickly adjust support capacity during peak seasons or periods of rapid growth. Providers can handle unexpected volume spikes without the need for long-term commitments, ensuring that support levels align with demand. They also enable businesses to utilize specialized skills and technical support without incurring significant upfront investment, thereby improving service quality and efficiency.

3. Focus on core business activities

By freeing up internal resources and management time, outsourcing enables companies to concentrate on product development, sales, and strategy. This focus on core activities can drive innovation and growth, as day-to-day support operations do not bog down teams.

4. Improved customer satisfaction

Faster response times and resolution rates can be achieved when SLAs and KPIs are clearly defined upfront. Consistent support quality, ensured through dedicated teams, ensures that customer expectations are met, leading to higher satisfaction and retention.

How to choose your customer support outsourcing partner

Selecting the right customer service outsourcing services is a pivotal decision that can significantly impact your business operations and customer satisfaction.

Here's a step-by-step guide to help you navigate this process effectively:

Step 1: Define your needs

Begin by clearly outlining your requirements:

• Channels: Which support channels do you need (e.g., phone, email, live chat, social media)?
• Hours: What are your desired hours of operation (e.g., 24/7, business hours)?
• Volume: Estimate the volume of interactions (e.g., the number of calls or emails per day).
• Technical expertise: Identify any specialized knowledge or skills required.
• Budget: Determine your budget range for outsourcing.

Step 2: Research potential partners

Identify companies that align with your needs:

• Services offered: Ensure they provide the specific services you require.
• Industry focus: Look for experience in your industry or similar sectors.
• Reputation: Check reviews, testimonials, and case studies to gauge their reliability.

Step 3: Due diligence

Conduct thorough evaluations:

• Request proposals (RFPs): Solicit detailed proposals to understand their offerings and pricing.
• Check references: Speak with current or past clients to assess satisfaction levels.
• Review case studies: Examine their experience with businesses of similar size and scope.

Step 4: Assess technology and infrastructure

Evaluate their technological capabilities:

• CRM compatibility: Ensure they can integrate with your existing Customer Relationship Management (CRM) system.
• Reporting capabilities: Verify the presence of robust reporting and analytics tools.
• Technical setup: Assess their infrastructure for scalability and reliability.

Step 5: Review security and compliance

Ensure they meet necessary standards:

• Data protection protocols: Verify compliance with regulations such as GDPR and HIPAA.
• Certifications: Check for relevant certifications that demonstrate a commitment to security.

Step 6: Evaluate cultural fit and training

Consider alignment with your brand:

• Onboarding and training: Understand their process for training agents on your brand and products.
• Cultural alignment: Assess whether their company culture aligns with yours to ensure smooth collaboration.

Step 7: Discuss pricing models

Understand their pricing structure:

• Cost per hour: Determine the hourly rate for services rendered.
• Cost per ticket: Inquire about pricing based on the number of tickets handled.
• Other models: Explore any alternative pricing models they may offer.

Step 8: Consider a pilot program

Test their services:

• Limited scope: Implement a pilot program to evaluate their performance on a smaller scale.
• Assessment: Use this period to assess their effectiveness and compatibility with your needs.

Systematically evaluate potential partners and determine if outsourcing aligns with your business needs.

Top customer service outsourcing companies

For customer support outsourcing services, it's crucial to partner with providers who not only offer cost-effective solutions but also align with your company's values, industry requirements, and technological needs. Below is a curated list of reputable outsourced customer support companies:

1. Teleperformance (TP)

Teleperformance is the global leader in customer experience outsourcing, operating in over 90 countries with a workforce of around 500,000. In 2025, it topped the Outsource Accelerator OA500 list, recognized for its scale, innovation, and ability to serve clients across virtually every sector. 

TP is known for embracing cutting-edge tech, including real-time accent translation, generative AI, and advanced cloud-based CX tools. While these tools improve service speed and clarity, they’ve also drawn attention for cultural implications and worker conditions in some markets. Despite these challenges, the company posted strong financial results and remains a trusted partner to brands like Apple, Google, and Netflix.

Key strengths

• Massive global footprint with multilingual support at scale.

• Advanced AI integration, including real-time accent tech and agent assist tools.

• Broad service offerings beyond CX, including back-office and digital consulting.

2. Foundever

Foundever, formed from the merger of Sitel Group and SYKES, is a top global CX provider handling over 9 million daily interactions across 45 countries. The company has become known for pairing human talent with AI-powered systems, offering solutions across technical support, trust and safety, and digital transformation. 

In 2025, it expanded its AI capabilities through a partnership with Cognigy, rolling out scalable agentic AI across its global footprint. Foundever also launched an AI Lab in Barcelona and released a well-received CX Trends Report highlighting the future of human-AI collaboration. Recent growth includes new operations centers in Spain, reinforcing its strong European presence. 

It continues to earn awards for service quality, innovation, and employee experience. Foundever is focused on blending innovation with local expertise, making it a top choice for brands seeking global consistency with regional flexibility.

Key strengths

• Integrated AI solutions for scalable, high-efficiency customer support.

• Strong global presence with operational hubs across 45 countries.

• Broad service offerings including consulting, technical support, and content moderation.

3. Concentrix

Concentrix is a global CX and digital services provider operating in 40+ countries with a strong focus on AI innovation. In 2025, they launched iX Hero, an AI app that enhances agent productivity across both simple and complex support cases. 

Their blended human-in-the-loop model ensures AI enhances, rather than replaces, the human touch. They’ve reported strong financials and continued recognition for customer experience leadership. 

Concentrix also offers personalized, data-driven solutions using conversational AI and self-service tools. Their services extend beyond customer support into strategy, analytics, and design. As a leader in AI-powered transformation, Concentrix delivers end-to-end support for enterprise-grade service needs.

Key strengths

• Advanced AI-driven support tools like iX Hero for smarter CX.

• Strong performance in automation and analytics integration.

• Deep experience across industries including tech, retail, and healthcare.

4. Transcom

Transcom is a European-born CX leader with 30,000+ employees across 29 countries, specializing in smart-shoring and digital transformation. In Q1 2025, the company reported steady financial growth and operational expansion in Egypt and Central Europe. 

They offer multilingual customer care, sales, collections, and fintech services with a focus on agile, distributed delivery. Transcom has embraced automation and AI to boost agent productivity and process efficiency. 

Their hybrid delivery model balances quality with affordability, appealing to clients looking for nearshore and offshore options. Despite restructuring in some regions like Poland, their continued investment in tech and workforce development supports long-term growth. Transcom stands out for its flexibility and focus on operational clarity.

Key strengths

• Agile delivery model with nearshore, offshore, and remote options.

• Focus on digital transformation, AI, and smart process automation.

• Strong presence in Europe, the Middle East, and emerging markets.

5. Hugo 

Hugo is one of the best 24/7 call center support providers for fast-growing businesses seeking reliable outsourced customer support for SaaS companies. With a 99.9% uptime guarantee and an average handling time of 21 seconds, Hugo ensures round-the-clock responsiveness for scaling companies.

Its dedicated teams are trained in each client’s brand voice and offer scalable omnichannel coverage across phone, live chat, and email. Designed for high-growth SaaS and ecommerce companies, Hugo combines flexible month-to-month contracts with transparent pricing starting at ~$11/hour and a 30-day trial.

Hugo’s real-time reporting, compliance-ready tech stack, and seamless integrations deliver enterprise-level reliability while supporting seasonal spikes and rapid growth. This focus on high CSAT and low agent turnover makes Hugo an ideal partner for businesses looking for 24/7 outsourced support solutions tailored to their growth needs.

Key strengths

• Fast, reliable live chat and omnichannel support with high CSAT.

• Scalable teams and flexible pricing for fast-growing brands.

• Specialized in digital-native sectors like SaaS and ecommerce.

6. ChatPandas 

ChatPandas is a boutique customer support outsourcing company offering 24/7 voice, live chat, email, and technical support services. Founded in 2013, they emphasize a human-driven, AI-assisted approach that blends personalized service with productivity-enhancing tools. 

With a global footprint and a core team of ~250 agents, ChatPandas focuses on consistency, brand alignment, and operational transparency. Their services are structured for integration into clients’ tech stacks, allowing seamless communication across CRM, ticketing, and live chat systems. 

Reviews often praise their tailored onboarding process, responsive management, and cultural alignment with clients’ customers. They also produce BPO strategy content to guide clients in making outsourcing decisions. ChatPandas positions itself as a flexible, people-first CX partner for brands seeking quality over volume.

Key strengths

• Personalized, boutique-style CX with dedicated support teams.

• Strong omnichannel support with easy system integration.

• Human-led support enhanced by AI for efficiency and QA.

7. Alorica

Alorica is a global CX outsourcing leader with over 100,000 employees and a strong footprint in North America, Latin America, and Asia-Pacific. In 2025, they launched CX2GO, a plug-and-play solution designed to help fast-growing companies deploy omnichannel support instantly. 

Alorica is also recognized for its innovation lab, Alorica IQ, which develops AI and automation tools for customer and agent enablement. They won several 2025 awards, including the Globee for Most Innovative Customer Excellence and a TMC Product of the Year. The company supports multiple industries with services that include customer care, tech support, sales, and content moderation. 

Their focus on secure infrastructure and rapid deployment makes them a go-to for companies scaling quickly. Alorica’s platform is both agile and mature, delivering enterprise-grade results with startup-friendly solutions.

Key strengths

• CX2GO offers rapid deployment with flexible pricing for growing businesses.

• Recognized innovation in AI, agent assist tools, and automation.

• Wide geographic reach and strong industry credentials.

8. VXI Global Solutions

VXI is a veteran BPO provider with over 40,000 employees and more than 25 years of experience delivering customer service and sales support. In 2025, they won the Gold Stevie Award for Sales Outsourcing Provider of the Year, reaffirming their strength in revenue-driving functions. 

Their services include inbound and outbound sales, retention, subscription support, and multilingual customer care. VXI combines sales-focused training, playbooks, and real-time coaching tools to help agents convert and upsell effectively. They partner with global brands and consistently exceed KPIs through a data-driven, AI-enhanced approach. 

Their operational footprint spans the Americas, Asia, and Europe, supporting clients with global reach and local execution. VXI is a reliable option for companies prioritizing sales performance and CX excellence.

Key strengths

• Proven excellence in sales outsourcing and conversion-based support.

• Award-winning strategy built on coaching, analytics, and AI tools.

• Multilingual delivery network across major global markets.

9. Influx

Influx is a flexible, on-demand customer support provider that helps companies launch global support teams in under a week. With 1,000+ agents across 120+ cities, Influx delivers scalable 24/7 service through chat, email, and phone—ideal for fast-moving SaaS and ecommerce brands. 

They operate with no lock-in contracts, offering transparent pricing and monthly scalability. Influx emphasizes speed-to-launch, brand voice alignment, and low-friction onboarding that doesn’t compromise on quality. 

They manage their own QA, team leads, and training infrastructure so clients don’t have to. Case studies show improved CSAT and reduced first-response times across multiple verticals. Influx has built its reputation as the go-to solution for lean, agile companies looking to outsource support without slowing down.

Key strengths

• Fast setup and month-to-month contracts with no long-term lock-in.

• Distributed global teams offering 24/7 coverage.

• Fully managed operations including QA, training, and team leadership.

10. SkyCom

SkyCom Outsourcing is a bilingual nearshore customer support provider with operations in Central America, including El Salvador and Guatemala. With over 15 years of experience, the company offers a range of services including customer service, technical support, collections, and sales. 

SkyCom’s proximity to the U.S. and shared time zones make it especially attractive for North American businesses looking for cost-effective support with minimal lag. Their operations emphasize flexibility, offering full BPO services or seat-leasing options depending on client needs. SkyCom maintains partnerships with leading tech providers like Avaya, Cisco, and Microsoft, ensuring infrastructure stability and data security. 

While not as large as global BPOs, their agility and bilingual capabilities give them a competitive edge for mid-market brands. The company is well-suited for businesses that need responsive, culturally aligned support teams with a nearshore advantage.

Key strengths

• Bilingual nearshore delivery ideal for North American companies.

• Flexible engagement models, including full outsourcing or seat leasing.

• Reliable infrastructure and security partnerships with leading vendors.

11. Integra Global Solutions

Integra Global Solutions is a U.S.-headquartered outsourcing provider with global delivery centers in the UK, India, and the Philippines. They offer a wide range of services including customer support, accounting, payroll, IT outsourcing, and software development. Integra is known for combining process efficiency with personalized service, often tailoring their model for small and mid-sized business clients. 

Their call center teams are trained to deliver empathetic, psychology-informed support to boost customer loyalty. Integra uses automation, AI, and cloud platforms to reduce costs and increase consistency across services. Their leadership team brings decades of outsourcing experience and emphasizes transparency, flexibility, and long-term partnership. 

Integra is a trusted partner for businesses that want both front-office and back-office operations handled under one roof.

Key strengths

• Full-service outsourcing from customer support to IT and finance.

• Global delivery across three continents with local client support.

• Strong focus on process, quality, and long-term client relationships.

12. Wing Assistant

Wing Assistant is a managed virtual assistant service specializing in administrative support, sales outreach, and customer service for small businesses and entrepreneurs. Based in San Francisco, Wing delivers dedicated assistants supported by client success teams and proprietary task management tools. 

Assistants are trained to handle chat, email, phone, order processing, and support tasks across multiple channels. The company operates on a monthly subscription model with flat-rate pricing, offering predictable costs for part-time and full-time support. 

Wing stands out by blending high-touch service with tech infrastructure that ensures task transparency and performance tracking. Clients appreciate the ability to scale services easily and integrate Wing into existing workflows through Slack, Zoom, and other tools. The model is ideal for businesses that need dependable support without the complexity of hiring full-time staff.

Key strengths

• Dedicated virtual assistants with team-based support and training.

• Transparent pricing and scalable plans for growing businesses.

• Seamless integration with existing tools and workflows.

These customer support outsourcing companies offer unique strengths to cater to diverse business needs. When selecting a partner, consider factors such as service models, industry expertise, technological capabilities, and cultural alignment to ensure a successful outsourcing partnership.

When should companies outsource customer service?

Deciding whether to outsource your customer service isn't a one-size-fits-all decision. It hinges on your company's stage, resources, and strategic goals.

If you're experiencing growing pains, facing resource constraints, or aiming to enhance efficiency, outsourcing customer service can be a strategic move. However, if maintaining a personal touch, having control over processes, or safeguarding sensitive data is paramount, it might be best to keep customer service in-house.

In such a case, tools like LiveChat play a pivotal role in enhancing customer engagement. LiveChat is a leading AI-powered customer service software that enables businesses to connect with customers in real-time through live chat, chatbots, and help desk solutions. It's a powerful tool for companies seeking to streamline their customer service operations and enhance customer satisfaction.

Remember, the key is aligning your customer service strategy with your business objectives and capabilities. Carefully evaluate your needs, and make an informed decision that supports both your customers and your bottom line.

FAQs

Is outsourcing only for large companies?

No, small and medium-sized businesses (SMBs) and startups can benefit significantly from outsourcing. It allows them to access skilled professionals, reduce operational costs, and focus on core business operations without the need for extensive in-house infrastructure.

How long does it take to set up an outsourced support team?

Setting up an outsourced support team typically takes between 4 and 8 weeks. This timeframe includes onboarding, training, and integration with your existing systems. Factors such as the complexity of services and the number of support channels can influence the setup duration.

What are the typical pricing models?

Outsourcing providers offer various pricing models:

• Per Hour: Charges based on the time agents spend assisting customers.
• Per Ticket: Fees are incurred for each customer inquiry or issue resolved.
• Per Agent: A fixed monthly rate for each dedicated agent assigned to your account.
• Per User: Pricing based on the number of users or devices supported.

The average cost of hiring customer service companies ranges from $25 to $49 per hour.

How can I ensure data security?

To ensure data security when outsourcing, implement stringent measures to prevent unauthorized access, disclosure, and data transfer outside of your organization. This includes ensuring that all data exchanges are secure and monitored.

Will I lose control over my customer experience?

Not necessarily. Maintaining control over your customer experience is achievable with clear communication and collaboration. Provide comprehensive training, set clear expectations, and conduct regular performance reviews to ensure that your outsourced team aligns with your brand values and consistently delivers high-quality service.

Can outsourced agents handle complex technical issues?

Yes, many outsourcing providers offer tiered support levels to address varying levels of complexity. For instance, Level 1 agents handle basic inquiries, while Level 2 and Level 3 agents manage more intricate technical issues. Assess your specific needs and select a provider with the appropriate expertise, and you can ensure that even complex challenges are effectively managed.

Summing up

If you're a small or medium-sized business or a startup, outsourcing customer support allows you to:

• Scale quickly without the overhead of hiring and training.
• Access specialized expertise, skills, and advanced technology that might otherwise be out of reach.
• Focus on your core business activities, leaving the customer service complexities to experts.

But here's the catch: not all outsourcing partners are equal. It's crucial to evaluate potential providers based on your specific needs, not just cost. Look for partners who understand your industry, align with your company culture, and can meet your performance expectations.

Approach this decision methodically, and elevate your customer support to improve customer satisfaction, ultimately driving business growth.