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ACXPA Supplier Directory
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Outsourced customer service See all 89 suppliers Customer service & supportSales & lead generationCollections & hardshipTechnical support & help deskAfter-hours, overflow & answeringDigital & social careBack-office & processingVirtual assistants & remote staff
Contact centre platforms See all 70 suppliers Cloud contact centre (CCaaS)Outbound dialersIVR, routing & callbacksHeadsets & hardwareVoice biometrics & authentication
Business phone systems See all 9 suppliers Phone systems & UCaaSNumbers, SIP & carriers
AI & automation See all 11 suppliers AI agents for voiceAI agents for chat & messagingAgent assist & copilotsWorkflow & process automation
Knowledge management See all 10 suppliers Agent knowledge basesCustomer-facing knowledge & FAQsProcess guidance & scripting
Customer service software See all 35 suppliers CRM & customer engagementHelp desk & ticketingLive chat & messagingSelf-service & portalsSMS & proactive notifications
Workforce management See all 11 suppliers Workforce management softwareWorkforce management services
Quality & performance See all 23 suppliers Quality management & auto QAConversation & speech analyticsRecording & complianceCX & AI testing and assuranceReporting & analyticsPerformance, coaching & gamification
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Training & development See all 20 suppliers Frontline skillsTeam leaders & managersSpecialist skills (WFM, QA, sales, collections)Wellbeing & resilience
Specialist services See all 26 suppliers Data & lead listsTranslation & interpretingVoice, on-hold & IVR recordingPayments & PCI complianceStandards & certification
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Outsourced customer service

Technical support and help desk outsourcing

Engineers stuck answering password resets and 'it won't connect' calls? Compare technical support and help desk outsourcers for your customers or your staff.

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

See 3 suppliers Read the buyer's guide

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3 suppliers

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

  1. 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)

  2. Concentrix

    • Customer service & support
    • Digital & social care
    • Sales & lead generation
    • After-hours, overflow & answering

    Based in New Zealand, Philippines, Australia Unclaimed profile

    View profile

  3. PT VADS Indonesia

    • Customer service & support
    • Technical support & help desk
    • After-hours, overflow & answering

    Based in Philippines Unclaimed profile

    View profile

Buyer's guide

Outsourcing technical support? What to know before you choose a provider

Overview

What can a technical support outsourcer handle for you?

  • Customer technical support: troubleshooting your products, apps, devices or services for your customers.
  • IT help desk: hardware, software, access and connectivity issues for your own staff.
  • Onboarding and set-up help: getting new customers up and running.
  • Fault logging and dispatch: recording faults and booking technicians.
  • Out-of-hours cover so customers and staff get help around the clock.

Support can run across phone, chat, email, messaging and remote access, usually inside your own ticketing system.

Support tiers

Which support tiers should you outsource?

  • Tier 1: common issues with known fixes, such as password resets, basic troubleshooting and account questions. High volume and well suited to outsourcing, onshore or offshore.
  • Tier 2: more complex problems that need deeper product knowledge, system access or multi-step diagnosis. Needs experienced, well-trained agents.
  • Tier 3: problems that need engineers, code-level investigation or the vendor. Usually stays with your own team or a specialist.

Most programs outsource Tier 1 and some or all of Tier 2, with a clear path back to your team for Tier 3.

Pricing guide

How much does technical support outsourcing cost?

Location drives price most. The benchmarks below are for general customer service; technical support usually costs more because agents need more skill and training, and Tier 2 costs more than Tier 1.

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.

Location Customer service benchmark (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.

Getting it right

What makes outsourced technical support work?

  • Knowledge management: a maintained knowledge base and troubleshooting guides keep fixes consistent.
  • Product training: agree how agents learn your product at the start and when it changes.
  • Clear escalation: who owns each issue at each tier, with agreed response times.
  • Your tools: agents should work in your ticketing, CRM and remote access tools.
  • The right measures: first contact resolution, escalation rate and customer satisfaction, not just speed.

How to choose

How do you choose a technical support outsourcer?

  1. Test them on your product

    Run a trial with real support scenarios before you sign.

  2. Ask for resolution results

    First contact resolution and escalation rates from clients with similar products.

  3. Check their onboarding

    How long agents train before taking contacts, and how training is refreshed.

  4. Review security

    Remote access controls, certifications and how access is removed when agents leave.

  5. Agree the tier split

    What they resolve, what comes back to you and how fast.

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

Technical support outsourcing FAQs

What is technical support outsourcing?

Using a specialist contact centre or BPO to handle technical questions and troubleshooting for your customers or your staff, usually in your own ticketing system.

What is the difference between Tier 1 and Tier 2 support?

Tier 1 handles common issues with known fixes. Tier 2 handles more complex problems that need deeper knowledge, system access or multi-step diagnosis.

Can you outsource an internal IT help desk?

Yes. Many providers support staff with hardware, software, access and connectivity issues, often around the clock.

How much does outsourced technical support cost?

It usually costs more than general customer service in the same location because agents need more skill. Across the locations ACXPA benchmarks, general customer service runs from around A$8 – A$70 an hour.

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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