Customer Care Service & Phone Support Outsourcing

Outsourced customer service is like a secret weapon in your back pocket. It enables you to free up your time and energy to focus on the things you care about the most. 

Building and scaling a customer service team takes experience and expertise. That’s where Peak Support comes in. By outsourcing customer service to us, you’ll ensure your entire customer support operation is in good hands. We recruit and hire new team members, manage all training, track and report on KPIs, and even advise you on process improvements. We can scale quickly when needed, and scale back when that’s required, too. We do all of this, so you don’t have to manage it in-house.

Clients decide to outsource customer service for a number of reasons. Often, they have five to 10 customer support agents and they need the capability to scale that team to 20, 50, or more. Sometimes they already have a large team, but they need outside expertise to take their customer experience to the next level. 

Customer service outsourcing makes sense for businesses if:

• You need to scale your customer service team 
• You’re having trouble hiring enough customer support agents
• You don’t have the expertise to build a large customer support team in-house
• You need to offer nighttime, weekend, or 24/7 support
• You need an affordable solution for offering high-quality support 

Outsourcing customer service can help you solve these challenges. Working with a reputable customer experience provider, you can go to sleep at night feeling confident your growing customer base is in good hands.

The biggest advantage of working with customer service outsourcing companies like Peak Support is that it frees you and your internal staff to focus on the productive initiatives that drive business growth. Other advantages include:

• Find a solution that fits your budget: At Peak Support, we can build an outsourced customer service team in the U.S. or the Philippines, with additional locations available soon. 
• Improve efficiency and quality: Drive improvements in speed, efficiency, quality, and customer satisfaction. We use data to understand challenges and build plans and processes to address them. 
• Avoid overhead costs and hassles: Don’t worry about providing office space, computers, benefits or equipment for our outsourced customer service agents. Peak Support will take care of all of it.
• Cover extra hours: Our teams can work any shift, including business hours, overnight and weekend shifts. If you need 24/7 coverage, outsourcing is a great solution.

Your customer support agents are on the front line, communicating with customers every day. Many people who are new to outsourcing wonder if outsourced customer service agents can truly serve as the voice of their brand. The question is actually deeper than that: can an outsourced agent truly care about your company the way you do?

Our clients tell us that Peak Support’s agents truly feel like an extension of their team. There are two keys to this: training and technology. 

Training: When you bring on Peak Support, train us on your company’s history, mission, vision, and brand, just like you’d train new people on your in-house team.  

Technology: Our agents will be on the same systems as your in-house team: Slack, Jira, Asana, or any other platform you use in addition to your helpdesk. That means you can easily reach any agent at any time. And our agents can easily receive the same updates, communications, new product announcements as your in-house team.

Making an outsourced phone support or customer service program work requires efficient communication and partnership with the third-party provider. Give them access to the same training and hold them to the same high standard as your own staff. This ensures that all customer touchpoints are consistent, whether handled by your company or the outsourced firm.

For more on this, check out our article on Zendesk: Onboarding a Business Process Outsourcer? Follow the Four Ts.

Choosing the right customer support outsourcing company is a critical business decision – and a challenging one. We’ve compiled a list of questions you can ask when vetting potential outsourcers. Check it out at NiceReply, and read our full guide to How To Outsource Customer Support. 

Depending on your needs, we can build a team that is domestic or international. We’ll assess your volume and your quality requirements to design a schedule optimized for your company’s needs.

We offer a simple pricing model. We typically charge either a flat monthly fee or an hourly fee, depending on what works for the client. We have low minimums and charge no set-up fee unless you need us to build your technology systems from scratch.  

Our leadership team is based in Cambridge, Massachusetts and in the Philippines. We are always available if you have questions. You’ll also have a dedicated team with an account manager who is responsible for making sure the team consistently exceeds your expectations.

With our proprietary models, we can make sure you have the optimal staffing level and schedule to meet your targets for speed, quality, and quantity. We can help you design the right processes and identify the right tech tools for your needs.

Continuous Improvement is one of our core values, and we apply it to every client engagement. We are constantly looking for new ways to help your team deliver high quality work with maximum efficiency.