Best UK Customer Service Providers to Outsource to in 2023

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:

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, then we can make it simple. It’s the practice of hiring a third-party company to handle customer service enquiries on behalf of your business.
An outsourced customer service provider then we can choose 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:

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 have years of experience in providing top-notch customer services 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:

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, I.T, beauty and wellness, medical, retail, e-commerce, or you are a sole trader, we have the tools to help you succeed.

By choosing e-PA as your outsourced customer service provider be 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!