Outsourced customer service

Customer service outsourcing companies

Need more capacity, longer hours or better service without building a bigger team? Compare customer service outsourcing companies for customer care, complaints handling and retention.

Each supplier shows what they specialise in and where their teams are based, so you can shortlist onshore and offshore options quickly.

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66 suppliers

Suppliers with a paid listing appear first. How suppliers are ordered

Symbos

Symbos is an Australian-owned and headquartered, digitally enabled contact centre group built to deliver exceptional customer and operational outcomes at scale.
- Sales & lead generation
- Customer service & support
- After-hours, overflow & answering
- Collections & hardship
Also offers AI & automation

Based in Australia Listed since 2020
View profile Visit website for Symbos (opens in a new tab)
Oracle CMS

OracleCMS Australian Contact Centre Services . OracleCMS is the industry-leading provider of outsourced customer care solutions & call centre services.
- After-hours, overflow & answering
- Sales & lead generation
- Customer service & support
Based in Australia Listed since 2022
View profile Visit website for Oracle CMS (opens in a new tab)
TREC Australia

TREC Australia understands that no two businesses operate in precisely the same way and through a flexible approach, we are able to take our base model and adapt…
- After-hours, overflow & answering
- Customer service & support
- Collections & hardship
- Digital & social care
Based in Philippines Listed since 2024
View profile Visit website for TREC Australia (opens in a new tab)
PITON-Global

Piton-Global is a premier outsourcing provider delivering world-class call center and back-office solutions that help companies cut costs, scale faster, and deliver exceptional customer experiences — across voice,…
- Customer service & support
- Back-office & processing
Based in Philippines Listed since 2025
View profile Visit website for PITON-Global (opens in a new tab)
ServeRetail

Retail-focused CX partner delivering end-to-end customer support for retail and eCommerce brands. We handle voice, email, chat, and back-office operations, covering order management, returns, and post-purchase care -helping…
- Customer service & support
Based in India Listed since 2026
View profile Visit website for ServeRetail (opens in a new tab)
Rosie Outsourcing

Rosie Outsourcing is Fiji’s specialised Business Process Outsourcing (BPO) company, focused on changing lives through creating opportunities - providing call centre BPO solutions for Australian-based businesses, including after-hours…
- After-hours, overflow & answering
- Customer service & support
Based in Fiji Listed since 2026
View profile Visit website for Rosie Outsourcing (opens in a new tab)
More suppliers in Customer service & support
1S
1source
- Customer service & support
Based in Australia Unclaimed profile
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1C
1st Call Group
- Customer service & support
- Sales & lead generation
Based in South Africa Unclaimed profile
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24
[24]7
- Customer service & support
- Sales & lead generation
- After-hours, overflow & answering
Also offers Contact centre technology

Based in Global Unclaimed profile
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AB
Acquire BPO
- Customer service & support
- After-hours, overflow & answering
Based in Philippines, Australia Unclaimed profile
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AA
Alltel Australia
- Customer service & support
- Sales & lead generation
- Collections & hardship
- After-hours, overflow & answering
Also offers AI & automation

Based in Australia Unclaimed profile
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AC
Answers Contact Centres
- Customer service & support
Based in New Zealand Unclaimed profile
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AS
ASTIA
- Customer service & support
- Sales & lead generation
- After-hours, overflow & answering
Based in Australia Unclaimed profile
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AT
Australian TeleCommunications Team
- Customer service & support
Based in Australia Unclaimed profile
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BO
Bula Outsourcing
- Customer service & support
- After-hours, overflow & answering
Based in Fiji Unclaimed profile
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CS
CCI South Africa
- Customer service & support
- Sales & lead generation
Based in South Africa Unclaimed profile
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CD
CDM Direct
- Customer service & support
- Sales & lead generation
Based in Australia Unclaimed profile
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CE
Centrecom
- Customer service & support
Based in Fiji Unclaimed profile
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CC
Chameleon Customer Contact
- Customer service & support
Based in New Zealand, Australia Unclaimed profile
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CO
Concentrix
- Customer service & support
- Digital & social care
- Sales & lead generation
- After-hours, overflow & answering
Based in New Zealand, Philippines, Australia Unclaimed profile
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Buyer's guide

Outsourcing customer service? What to know before you choose a provider

Showing advice and prices for buyers in

Overview

What customer service can you outsource?

Customer service outsourcing means a specialist contact centre or BPO (business process outsourcer) handles customer contacts on your behalf, in your name and to your standards. Most work across phone, email, chat, messaging and social media.

General enquiries, orders and account management
Complaints handling and dispute resolution
Customer retention, save and win-back calls
Technical support and help desk
Live chat, messaging and social media care
After-hours and overflow cover
Collections and hardship support
Back-office processing that sits behind customer contacts

Many providers also offer AI-assisted service, chatbots and self-service design. Integrated providers can run front-office and back-office work together, so contacts don't fall between suppliers.

Complaints

Outsourcing complaints management? What your provider must get right

Complaints are one of the most sensitive functions to outsource. In regulated industries they come with deadlines, written responses and escalation to an external scheme if they aren't resolved.

Acknowledging and resolving complaints within required timeframes
Investigating and writing clear decision letters
Telling customers about their right to escalate, and when
Recording complaint data for reporting and spotting root causes

Ask how the provider trains complaint handlers on your industry's rules, and how quality checks score compliance as well as empathy.

Retention

Can an outsourcer help you keep more customers?

Retention specialists contact customers who are about to leave, or have just left, and give them a reason to stay. It's a different skill from standard service: agents need to listen well, understand the offer and change a decision without pressure.

Cancellation save and proactive save calls
Win-back campaigns for recent leavers
Renewal and contract extension calls
Finding at-risk customers using your data

Listen to real save calls before you sign, and consider pricing linked to save rates so the provider shares your goal.

Pricing guide

How much does customer service outsourcing cost?

Price varies most with location. These are ACXPA's indicative benchmarks for a fully outsourced agent, including salary, management and technology. They're set in Australian dollars and converted to your currency.

Costs also depend on skill level, the commercial model and what's included, such as supervision, reporting and quality checks. Always compare fully loaded quotes.

Your market

Location	Typical cost (per hour)	Key advantage
Australia	A$48 – A$70	Native English, strong regulation and data protection; suits complex and regulated work
New Zealand	A$35 – A$60	Native English and high service standards in a Pacific time zone
Philippines	A$8 – A$18	Large English-speaking talent pool, round-the-clock operations and big savings
Fiji	A$10 – A$15	English widely spoken, Pacific time zone and a smaller, close-knit market
South Africa	A$15 – A$25	Strong English and voice quality, in a time zone close to the UK and Europe
Egypt	A$12 – A$23	Arabic and English speakers, close to European time zones

Indicative ranges in Australian dollars.

ACXPA benchmarks the locations above today. Other popular locations, such as India, Mexico, Colombia and Jamaica, aren't benchmarked yet, so compare quotes directly.

Complex complaints and retention work usually costs more than general enquiries in the same location.

How to choose

How do you choose a customer service outsourcer?

Look for industry experience

Providers that know banking, insurance, utilities, retail or healthcare need less training and understand the rules.
Match their size to yours

Large BPOs often won't take small programs of under 10 agents. A boutique provider may give you more attention.
Choose the location deliberately

Onshore, nearshore and offshore each change cost, quality control, compliance and how customers feel.
Check every channel you need

Not every provider can run phone, chat, email, messaging and social as one joined-up service.
Review their technology

Ask about CRM integration, reporting, workforce management and how they use AI.
Compare like for like

Pricing may be per hour, per call, per minute or outcome-based. Convert quotes to the same basis before you decide.

Learn more

Want an independent view? Free ACXPA resources

ACXPA's independent resources help you plan outsourcing and manage the relationship once it's running.

FAQs

Customer service outsourcing FAQs

What is customer service outsourcing?

Using a specialist contact centre or BPO to handle your customer contacts, in your name and to your standards, across phone, email, chat, messaging and social media.

How much does it cost to outsource customer service?

As a guide, a fully outsourced agent costs A$8 – A$70 an hour across the locations ACXPA benchmarks, from offshore locations such as the Philippines at the low end to Australia at the top. The pricing guide shows each location in your currency.

Can you outsource complaints handling?

Yes, but choose a provider that knows your industry's complaint rules, deadlines and escalation schemes, and check how they score compliance in quality reviews.

Is there a minimum size for outsourcing customer service?

Large outsourcers often prefer programs of 10 agents or more. Smaller, boutique providers and shared-agent models suit lower volumes.

How are suppliers ordered on this page?

Suppliers with a paid listing appear first, followed by everyone else. Our page on how suppliers are ordered explains the detail.

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Customer service outsourcing companies

Narrow it down

66 suppliers

What customer service can you outsource?

Outsourcing complaints management? What your provider must get right

Can an outsourcer help you keep more customers?

How much does customer service outsourcing cost?

How do you choose a customer service outsourcer?

Look for industry experience

Match their size to yours

Choose the location deliberately

Check every channel you need

Review their technology

Compare like for like

Want an independent view? Free ACXPA resources

Customer service outsourcing FAQs

Supplier in this space? Make sure buyers can find you