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