In this article, we will take a journey alongside science for interesting facts & stats, break down what outsourced customer service is all about, and name our picks for the best UK customer service providers to outsource to in 2023. Buckle up, it will be a wild ride with lots of references, so you can form your independent opinion about the fascinating world of exceeding customer expectations in the digital era.
The importance of customer service
By this point in time, it’s more than clear that customer service is a crucial aspect of any successful business that respects its clients. According to recent statistics:
- 86% of clients are willing to pay more for a better customer service experience and on the flick side,
- 89% of clients will switch to a competitor after a poor customer experience.
(CustomerThermomether & Harris Interactive )
The first sounds nice and dandy but the latter proves it’s not an easy task for businesses to maintain the high standards that clients are expecting and avoid the mayhem of bad reviews that usually follow after an unsatisfactory interaction.
According to a study by Zendesk – 75% of customers who leave a negative review of a company online do so because of poor customer service.
Outsourcing is a practical solution for businesses looking to improve their customer service
If you are a little lost in the terminology and are wondering what it means to outsource to a customer service provider, we’ll make it simple: is the practice of hiring a third-party company to handle customer service enquiries on behalf of your business.
An outsourced customer service provider will answer your customer enquiries on chosen channels of communication by providing virtual services such as: call handling and telephone answering, diary management, email management, social media answering, managed live chat, outbound and inbound calls, leads generation, quality control, and so much more.
It can be done domestically (which means that all virtual receptionists/PAs that are responding to your business enquiries are based within the UK) or internationally (when the agents are based outside of the UK).
Clients like to contact businesses via all channels of communication: email, live chat, social media platforms etc., and it is extremely important to note that the telephone is still the preferred method to get in touch.
Studies show that 73% of customers prefer to contact a business via phone when they have an issue or a question. (Aberdeen)
Not to mention that somehow, despite the increasing popularity of self-service and chatbots, 79% of us still prefer to speak with a real, live person to resolve our issues faster and with empathy. (Retail Dive)
However, it’s important to note that different demographics may have different preferences. For example, younger customers may prefer to communicate via social media, email or messaging apps, while older customers may prefer phone or in-person communication. Recent stats show an increase in email adoption, that is expected to grow even more.
Outsourcing is a business practice widely adopted in the UK
As businesses continue to grow and expand, customer service becomes an increasingly important aspect of their operations. However, many small and medium-sized companies in the UK may not have the resources or expertise to provide top-notch customer service on their own. This is where outsourced customer service providers come in.
A study by Deloitte found that 60% of companies in the UK outsource at least some of their customer service operations, with 35% outsourcing to offshore locations, while the remaining 25% outsource within the UK.
According to Deloitte’s 2020 Global Outsourcing Survey, approximately 70% of entrepreneurs that outsource aspects of their business, do so in order to cut costs. The same Deloitte study found that outsourcing your customer service can lead to cost savings of up to 60% (e.g. no need for an in-house receptionist/PA).
Another extremely important reason businesses choose to outsource according to the most recent Deloitte 2023 statistics, is the easy access to a wider pool of talent, driven by a global talent shortage.
When looking to outsource aspects of your business, Clutch.co is your to-go directory for outsourced service providers. It is a B2B ratings and reviews firm that helps businesses find partners, vendors, and service providers in various industries.
Best UK Customer Service Providers to Outsource to in 2023:
- Helpware is a global outsourcing and consulting company that specialises in customer service, back-office support, and sales-related services. They offer a range of solutions, including chat support, email handling, phone support, and lead generation, to help businesses scale and optimise their operations.
- CallCare247 is a UK-based call center and customer service provider that offers personalised support and assistance to companies across various sectors. They provide 24/7 support, multi-lingual services, and customised solutions to meet the unique needs of each client.
- Moneypenny is a virtual receptionist and call answering service that helps businesses manage their calls and messages more efficiently. They offer personalised greetings, message taking, call forwarding, and appointment scheduling services, among others, to help businesses stay connected with their customers.
- Foundever – former Sitel – helps businesses grow and succeed online. They offer a range of services, including SEO, PPC, social media marketing, and web design, to help businesses increase their online visibility, traffic, and conversions, along with answering services.
- Quantanite is a global outsourcing and consulting company that provides AI-powered solutions and services to businesses across various industries. They specialise in data entry, content moderation, AI training, and customer support, among others, to help businesses automate and streamline their processes.
e-PA: The best UK 2023 outsourced customer service provider for small and medium-sized businesses
Are you a sole trader, a small or medium-sized business owner looking for a reliable outsourced customer service provider? Look no further than e-PA! Our team of highly skilled professionals has years of experience in providing top-notch customer service to businesses just like yours.
We understand that you have a lot on your plate. From managing your finances, marketing your brand, and handling day-to-day tasks, it can be challenging to find the time or the budget to provide top-notch customer service.
The benefits of choosing e-PA for your small business customer service needs:
We are cost-effective
Hiring full-time staff to handle customer service can be expensive, especially for small businesses. We offer affordable solutions that can save you time and money while maintaining high-quality service, allowing you to focus on growing your business while we handle the rest.
We are flexible
We understand that your business needs may change over time, and we’re here to support you no matter how small you are or how big you will grow. Our team can provide scalable solutions that can adapt to your business needs as they evolve.
We work with small and medium-sized businesses across various sectors and industries
Our extensive knowledge and expertise across various sectors and industries allow us to tailor our services to meet the unique needs of each business we work with. Whether you’re in finance, legal, property, retail, construction, hospitality, IT, beauty and wellness, medical, retail, e-commerce, or you are a sole trader, we have the tools to help you succeed.
You gain access to a wider pool of talent
Our team of experienced and knowledgeable customer service professionals has 20+ years of experience in the industry. We know how to handle customer enquiries, complaints, and feedback in a timely and professional manner, ensuring that your customers are always satisfied.
We drive customer satisfaction and loyalty by providing exceptional customer service
Helping your business to build long-lasting relationships with its customers and creating a strong foundation for business growth and success.
We offer a wide and unique range of answering services and customer service solutions such as:
Telephone answering and call handling support, customer service teams (email management, diary management – appointment making, appointment reminders, payment acquisition, message relay, social media answering, managed website live chat support, etc.), outsourced switchboard (overflow call handling support for your office team).
The e-PA team are real, genuine people based on the Isle of Wight, England
No strings attached: you can try us for free!
With e-PA, you can try out any of our answering services for free, with no contracts and no obligations*. We believe in earning your business through our exceptional service, not by locking you into a long-term commitment. *For a limited period of time.
By choosing e-PA as your outsourced customer service provider, you can rest assured that your business customer service is in good hands. Our team will work closely with you to understand your specific needs and develop a tailored plan that fits your business perfectly. We are dedicated to helping your business grow and succeed, and we will do everything in our power to make that happen.
So why wait? Contact us today and let us help take your business to the next level!
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