Leading Call Center Outsourcing Companies Utilizing AI Technology

Looking to improve customer support in a cost-effective manner? Outsourcing is tried and tested way to do just that. You hand over the hassles of recruiting, onboarding, and training your teams and get the expertise you need overnight. Who wouldn’t want to take this type of shortcut? 

Before you rush out to sign on the dotted line, it’s important to partner with the right call center outsourcing company. After all, they’ll become your representative, so it makes sense to be careful about who you work with. They not only need the right expertise but also the tools that make them more efficient. 

In this post, we look at the top five companies in this industry. We’ve chosen them based on their track records and the fact that they use advanced AI technology to improve service. 

1. SupportYourApp.

Started in 2010 in Kyiv, SupportYourApp has since supported 250+ clients in 30 countries, and in more than 60 languages. 

Their consultants provide the 24/7 personalized support, improving customer satisfaction. The company provides customer support via email, phone calls, social media, and messengers — wherever it’s most convenient for the customers. Their clients include small businesses to startups to corporations across various industries.

The company also uses its own tools to support their clients:

• Quidget: This AI-based tool automates up to 70% of basic support tasks, handling level 1 queries. Expert consultants from the company deal with level 2 and 3 queries. 
  
  
• QCRM: This tool creates a central hub for all customer queries, no matter what the source, bringing emails, calls, and messages into one inbox.

2. TDCX

Founded in 1995, TDCX operates from Singapore. It specializes in creating AI solutions to improve the customer experience. As such, it doesn’t offer outsourced support services directly to your clients. 

But the company can help you build the tools you need to provide outstanding service. It creates human-in-the-loop systems and helps you train custom tools from scratch. 

They can help with several services including: 

• Data labeling
  
  
• AI moderation
  
  
• Large Language Model Training
  
  
• Computer Vision

3. Select VoiceCom

Started in 2008, this company specializes in creating AI-based contact center solutions. Their tools center on improving the customer experience. They offer: 

• Inbound and outbound call services
  
  
• Automation for repetitive tasks and queries
  
  
• Comprehensive screening
  
  
• Automated quality assurance scoring
  
  
• Behavioral and sentiment analysis

The systems they design also identify your team’s training needs and encourage healthy competition. They can also flesh out your team with their outsourcing services.

4. Blue Valley Marketing

Founded in 1991, this company provides inbound and outbound support with a focus on AI-based solutions. They offer hybrid call centers that blend AI-based tools like chatbots with empathetic human support. They automate repetitive questions and easy queries, letting the support team deal with more complex issues. 

The company’s focus is on improving the customer experience. They acknowledge that you can’t do this with a wholly AI-based contact center, you have to have human consultants as well.

5. Infosys

This IT services company started in 1981 in Ireland. Today it’s a global powerhouse and that many people have heard of. They now operate in almost every country around the world. They help you improve the customer experience from several aspects, using AI models tailored to your needs. 

While they don’t officially provide consultants, the AI tools they develop can transform your call center’s operations. They can also provide training tools for your team to help them become more efficient. 

Their big push is to help companies succeed at digital transformation. You can, therefore, enlist them to help with enterprise-level changes. 

Why is such a big company so far down our list? Like the others, they have excellent solutions. Unlike the others, however, their processes are a little drawn-out. They don’t have the same agility that smaller companies offer. 

Which Option is Best for You? 

These five companies are all worth dealing with. They offer slightly different approaches. But you need to investigate each to see how well they align with your goals and company culture. 

What Functionality Do You Need? 

To start off with, you must work out what you want from the deal. Do you want to improve the support your team or replace them completely? If you’re looking for a way to streamline operations, a custom-built chatbot might be all you need. If you’re battling to staff your call center, you might want to outsource the entire thing. 

If you decide on outsourcing, you need to work out how much support you want. Do you want the new team to provide inbound and outbound services or just to handle the overflow of calls?

What Budget Do You Have? 

You’ll need to work out how much you can spend on the support team. If your budget’s limited, outsourcing might prove to be the better option. Most of these companies operate in countries with a low cost of living. Therefore, they can pay their support consultants well and still be competitive. 

Understanding this will also make it easier to decide what level of support you need. You’ll generally need to choose between two options: 

• A dedicated team: This is the top choice because it means that the consultants only work on your account. The downside is that it’s the more expensive option.
  
  
• A shared team: You can save money by sharing your consultants with other companies. It’s not always ideal, but it’s more cost-effective than having a standalone team. 

You’ll also need a decent budget if you plan on developing a custom AI tool. It’s pricey to do it from scratch, but it truly is the best option. If you decide to go this route, make sure that the company has the expertise to create this type of tool for you.

Do Your Homework

You’ll want to look at outsourcing company reviews on independent sites. Also look at how the company deals with complaints and compliments. They should be responsive to both. 

Think about these questions: 

• Has the company won any awards? 
  
  
• How long have they been in business for? 
  
  
• Do they have experience in your industry? 
  
  
• Can they give you references? 

Conclusion

AI tools can help you elevate your customer support by automating simple tasks. You can take things to the next level by outsourcing your team. This gives you access to the skills you need at competitive rates. The companies we discussed above are all good options because of their AI support solutions. 

Working out which is the best fit for you will take a little research. You want a company that fits well with your business’s culture and goals. It’s worth spending a little time here, because getting this right means that your com