Dừng chân ở Bắc Hà lúc 6 giờ sáng. Rét ngọt, mưa phùn lâm thâm và từng sợi đêm vẫn còn bảng lảng, chúng tôi sà vào quán phở sực mùi thơm ngay đầu thị trấn. Đó là quán phở gà của bà Tuất, đã đỏ lửa trên phố núi này hơn 30 năm.
Những sợi phở to bản roi rói sắc hồng, hơi nâu như vuông lụa xếp nếp, những thớ thịt gà chắc nịch đã xếp vào bát… bà Tuất cẩn thận rưới từng muôi nước dùng nóng hổi từ chiếc nồi to sôi sùng sục trên bếp lò.
Trong cái mờ ảo của khói bếp quyện lẫn với sương sớm, hãy nhấp một chút nước dùng ngọt lừ cho ấm giọng đi, rồi mới nhẩn nha nếm từng sợi phở thơm dẻo. Hồn phở Bắc Hà ở trong sợi phở ấy.
Bà Tuất kể, mỗi ngày bà tự tay tráng khoảng 60, 70 cân bánh bằng gạo nương, thứ gạo mà bà gọi tên là Ma Chá, của người Mông trồng trên núi cao. Gạo Ma Chá khi tráng thành bánh phở vẫn còn nguyên vị dẻo thơm lạ lùng của những vạt lúa vàng tít tắp gối lên nhau giữa ngút ngàn thung lũng.
“Phải là gạo nương thì bánh phở mới dẻo, chứ tráng bánh bằng gạo dưới xuôi thì ăn tưỡn lắm”. Thấy tôi ngạc nhiên, bà giải thích: “tưỡn” là cứng và trơ ấy mà! Đi với bánh phở gạo nương là thịt gà bản Bắc Hà chính hiệu.
Không vàng ươm, bóng nhẫy vì nhuộm phẩm hay trắng phớ như thịt gà công nghiệp, thịt gà trong bát phở Bắc Hà có da giòn, thịt mềm, xương nhỏ, ngọt thơm từ trong ra ngoài. Cô bạn của tôi vì thế chấp nhận ăn bát phở không thịt, để gặm trọn chiếc đùi gà vừa được bà chủ quán ưu tiên bán kèm bát phở “không người lái”.
Không chỉ có phở gà, Bắc Hà còn có phở chua, món khoái khẩu của người Mông, Tày, Nùng… mỗi buổi chợ phiên. Chủ một trong những quán phở chua nổi tiếng nhất Bắc Hà, anh Nguyễn Văn Thắng kéo chúng tôi vào bếp để giới thiệu chiếc nồi nhôm đặt đúc tận Việt Trì, Phú Thọ với giá 1 triệu rưỡi để tráng bánh. Trên chiếc nồi đúc nổi hai chữ Thắng Bắc là tên quán phở.
Mỗi ngày, anh Thắng tự tay tráng hơn 80 cân bánh phở cho vợ, chị Đỗ Thị Bắc làm phở chua. Khác với phở gà bà Tuất, bánh phở nhà anh Thắng tráng bằng gạo Seo Má Lạt, kèm với dưa cải mèo muối chua, thịt lợn đen, lạc rang, nước dưa chua hoặc giấm, một chút đậu xị, tương ớt… trộn đều là có một bát phở với đủ chua, cay, mặn, ngọt cho một buổi sáng Bắc Hà nhiều cảm xúc.
Phụ nữ Bắc Hà thích phở chua như đàn ông nghiện rượu. Đàn ông Bắc Hà uống rượu xong, lại khật khưỡng đi tìm quán phở chua như tìm vị thuốc giải say.
Rời Bắc Hà để về Hà Nội, trong tôi như vẫn tràn ngập dư vị lạ lùng của những món phở trên cao nguyên trắng. Lạ thế! Hương vị Bắc Hà dường như nằm cả ở muôi nước dùng sóng sánh, những thớ thịt gà chắc mà không dai, nạc mà không xác, những lát phở tráng bằng gạo Ma Chá nếp xếp hồng nâu…
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Top 10 Customer Support Outsourcing Companies in 2023 | Helpware
Outsourcing customer support is a great way to provide affordable but reliable
service to your clients. Whether for voice or non-voice applications,
there are plenty of excellent customer support…
Written by Dana Mahoney
Sunday, Jan 22
Table of Contents
Outsourcing customer support is a great way to provide affordable but reliable
service to your clients. Whether for voice or non-voice applications, there are plenty of excellent customer support outsourcing companies that fit
every requirement.
But then again, why even think about outsourcing?
Isn’t local talent good enough to provide the service needed by a company’s customers?
Plus, wouldn’t it be a disservice to customers if a company farms out its
frontline operations to contractors?
What Is Customer Support Outsourcing?
By now, the best customer service companies should know the value
of customer support and why it’s an essential cog in an organization. Like sales and marketing,
customer service should already be in play during a company’s first day, as they are
the group that comes into direct contact with
clients.
The main goal of customer support is to keep customers happy by attending to
their needs and responding to their questions. However,
it’s also a way to instill loyalty and generate additional sales.
To do so, an outsourcing company must have its support team
available whenever the customer needs it. Outsourcing customer support allows companies to maintain an around-the-clock service
team managed by industry veterans and experts.
Advantages of Customer Support Outsourcing
Admittedly, not all company startups have leaders who are experts in every facet of their
operations. Given their many responsibilities, many startup founders
accept that they can’t do everything themselves. Non-core competencies such
as customer service can benefit from outsourcing.
Turning the service over to competent experts lets companies benefit from a
bigger source of talent from all over the world. At the same
time, companies that outsource customer support enjoy reduced payroll without sacrificing service quality.
Other benefits of outsourcing include:
More Opportunities to Grow the Business
By assigning customer support to expert outsourcing service
providers, leaders can instead turn to scaling the business.
Overseeing the day-to-day operations can already take much of management’s time, and customer
support is equally demanding. To help executives focus on the big picture, they’ll need to partner with the best
service companies that know what they’re doing.
Enhance Customer Experience
Given the opportunity to communicate and interact with customer service, many
customers will express their satisfaction in getting their voices heard.
If customer service companies and their team address customers’ issues
in a satisfactory way, they’re more than likely to remain customers.
A pleasant customer experience will almost always lead to longer retention and a significantly higher customer lifetime value (CLV).
This isn’t to say a stellar customer experience is only possible through outsourcing.
Rather, the chances of improving customer satisfaction come with a continuous and consistent level of service.
Providing a highly specialized, dedicated team of professionals from day
one is a great way to achieve this quickly.
Top 10 Customer Support Outsourcing Companies
We’ve narrowed down the list of companies with great customer service to the top 10 most prominent
ones in 2022. We’ll also provide a brief description and highlight the main strong points of each outsourcing company.
1. Helpware
Helpware started in 2015 with the initial goal of
providing support to startup companies. Over the years, the company has grown big and is confident enough to provide both
enterprise and small business customer service outsourcing solutions.
Providing back office, technical, and customer support, Helpware specializes in assisting
companies in various support areas. This includes Omnichannel Customer Support, Technical
& IT Support, Content Moderation, CX Consulting Services, Back Office Support, Data Labeling, Digital Marketing Solutions, and
Cyber Security. The company provides only dedicated agents,
in-house training, and equipment to help its clients boost their productivity from
day one. Now it’s one of the top customer service companies in the US
and European markets with numerous awards and positive reviews from
satisfied clients on Clutch and other reputable platforms.
Helpware’s people-focused culture seems very attractive to businesses
sharing the same philosophy.
Pros:
Shows outstanding flexibility when providing for clients’ specific needs.
This means its support can scale along with your company’s growth.
Offers turn-key solutions, so you don’t have to look
for either option separately.
Helpware’s focused on developing its people and their skills and it pays off handsomely,
especially in customer support outsourcing
contracts. Some global brands are happy to have their customer support
outsourced to Helpware.
2. Sykes
U.S.-based Sykes is one of the pioneers of the BPO industry.
Established in 1995, the company trailblazed its way to the
top and was one of the first BPOs to open multiple locations.
In 2021, the Sitel Group acquired Sykes to widen its reach and increase its capacity.
Sykes is one of the top 10 service companies and leading service providers of demand generation and customer engagement services, with clients included in the top 2000 companies
worldwide. At the core of Sykes’ business are its staple services: outsourcing, customer experience, service to sales, digital transformation, and brand extension.
Pros:
Sykes maintains a pool of service agents from its clients’ home
countries.
The company is well-versed in matters concerning data privacy.
Specifically, Sykes follows various privacy guidelines, including HIPAA compliance and Payment Card Industry (PCI) data security certification.
3. Ascensos
Founded in 2013 in the UK, Ascensos is one of those outsourced customer service companies that wanted to change the customer
experience by applying a personal touch to customer care.
The company is now Europe’s number-one customer support
outsourcing company, providing bespoke customer experience solutions to clients around the world.
In addition, its contact center operation locations
include the UK, Romania, Turkey, and South Africa.
Pros:
Ascensos is more nearshore than an offshore support center, so location and time zone differences aren’t as pronounced
as operations in Asia and South America.
Companies that outsource customer service to Ascensos value the
fact that it supports diversity and inclusivity among staff while focusing
on promoting happiness as a key asset among
its workforce.
Although there aren’t any published pricing rates, instead, Ascensos will individually respond to
requests for quotes, the prices of this outsourcing
customer service company are more than affordable.
4. Teleperformance
With more than 40 years of experience in the BPO industry,
Teleperformance is an established leader in solution design, business optimization strategies, and front-office customer support.
It also offers back-office services such as finance and accounting, collections, and technical support.
Pros:
Teleperformance is a truly global service provider. It operates in 80 countries and employs more than 330,000 agents
speaking over 265 languages and deservedly belongs to a league of good customer service
companies. You won’t find it difficult to get support in the language and location you require.
Clients also appreciate the company’s expertise in providing omnichannel solutions.
5. VXI
VXI Global Solutions is one of those outsourcing agencies that offer customer care and customer experience (CX) solutions to some of today’s major global brands.
In addition, the company offers contact center and BPO services,
omnichannel and multilingual support, software development, CX innovation, quality assurance (QA),
and infrastructure outsourcing. VXI employs more than 35,000 workers in 43 countries throughout North America, Asia,
Europe, and the Caribbean.
The company also prides itself on its ability to
help clients resolve major CX and employee experience (EX) pain points
and take their customer service systems to the next level.
Like any modern BPO, VXI employs omnichannel support services to enhance communication coverage for clients.
Also, VXI provides additional analytics and insights generation services so clients can learn as they
go.
Pros:
High CX expertise leads to enhanced customer and employee experience.
VXI displays an uncanny ability to scale up or down to fit its client’s capabilities.
6. InfluX
In its quest to build the world’s first remote-only CX team, InfluX managed to recruit employees from
more than 120 cities worldwide. This strategy also lets them provide 24-hour customer support outsourcing solutions within the client’s time zone.
In addition, InfluX creates specialized customer experiences that reflect the client’s vision, voice,
and values.
Pros:
Less dependence on automation and more on human interaction make for a better customer experience.
Having employees in every time zone solves the common offshore problem of mismatched time schedules between clients and outsourcing companies.
Pay-as-go pricing may be attractive to some clients who prefer
flexible packages.
7. Skycom
Skycom is also on the list of nearshore outsourcing companies that specialize in multi-continent support services.
The company employs native English contact center agents with experience in multiple industries.
Skycom also offers a full range of services, including business process outsourcing, telemarketing and sales, customer support,
and healthcare. With more than 15 years of experience,
Skycom also employs over 2,000 workers assigned to 35 clients in five countries.
Pros:
Nearshore operations mean fewer problems dealing with
time zone and distance differences.
Skycom covers a wide range of industries, including healthcare,
travel, utilities, IT, finance, retail, and telecommunications.
8. Integra
Integra’s differentiator is its focus on training its workforce in customer psychology.
This means company-provided support agents are more
sensitive in detecting changes in the customer’s voice or tone.
As a result, they can respond to these changes to defuse any
tension and lead the customer into a more positive mindset.
Starting with four employees in 2004, Integra currently employs more than 1,400 workers
stationed across four countries. It handles customer service duties over the phone, email, live chat, or
social media.
Pros:
Integra offers some of the most cost-effective solutions in the
industry.
Sales psychology is also an incredible asset to have if you work in a customer support outsourcing company.
9. Telus
Telus International is one of the world’s leading digital CX
innovators. In particular, it designs and produces next-generation digital solutions for
brands all over the world. This is one of the Canadian top IT outsourcing companies that
provide IT services and multilingual customer service
to industries such as technology, media, communications, eCommerce, financial technology, travel, hospitality,
automotive, healthcare, and games.
Pros:
Telus International is a premium multilingual contact center.
It is one of those IT support outsourcing companies that offer top-tier customer support services in various
countries and more than 50 languages.
Telus is famous among IT services outsourcing companies for
organizing an annual charitable initiative called “Telus Days of Giving.” In particular, the company taps
225,000 volunteers from its offices to complete various service projects across its many host countries.
10. Arise
Arise is a 25-year-old United States-based company that specializes in providing support
outsourcing services across the USA. It employs more than 60,
000 remote agents in the U.S., Canada, and the United Kingdom.
Unlike a traditional BPO, Arise utilizes a network of service partners to provide the needed customer service
experiences. In addition, the Arise Platform helps companies lower expenses.
As a result, Arise clients report an average 25% reduction in contact center service total costs, which is why clients want to outsource
customer service small business really needs.
Pros:
Arise deploys a tiered security approach in its communications with clients.
This ensures they preserve the confidentiality of documents or files sent over.
It also means Arise conforms to widely accepted data privacy regulations such as HIPAA,
CCPA, and others.
Arise also focuses its employment on local talent, hiring residents of the U.S., UK, and Canada.
This means stable employment for the company and an easier method of
hiring or replacing staff members.
Choose the Best Outsourcing Companies That Fit Your Needs
Deciding which outsourcing providers to contact for your customer support outsourcing needs?
Perform the necessary research before settling on your choice.
For instance, some customer service outsource companies on our list might command a pricing structure higher than what your budget holds.
In addition, consider your company’s specific requirements and areas for improvement.
Do you need a customer support team focused on CX? Or, do you prefer having sales psychology-trained outbound
callers who can close deals? Finally, does the appeal of higher-cost nearshoring resonate better than offshore talents a few time
zones away?
No one-size-fits-all solution exists when it comes to customer support outsourcing.
However, if you want a highly flexible and
secure customer service solution that utilizes modern technology throughout the various stages, try the best companies for
customer service. These largest outsourcing companies not only supply the best talent,
but also the best equipment and training to prepare them.
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