Working as a consultant means changing roles, jobs, positions, towns, and cities and meeting different managers. Some nice and others nasty. It is a change I have learned to contend with in life, and this has helped me handle other areas in my life to be resilient and never to bulge or give up.
I have seen people get anxious for fear of change because they cannot handle change. My friend Catherine stayed in the same position for over seven years until I discussed the topic. I asked if her buttocks had been glued to the same chair. She was pissed off. She got vexed with me and kept her distance for three days. She then rang my line and told me I was correct. It was in 2006.
She explained that she has not done interviews for more than eight years and is scared of change. She is comfortable where she is even though she complained about the salary. She made excuses why she was not willing to move on. I explained that within three years, I had moved to five different positions in the same organisation. We had to list out all the reasons she was scared, and I created a plan on how she could overcome her fears.
Change is an event that occurs when something passes from one state or phase to another. Change is a relational difference between states, especially between states before and after some event. Change is the action of changing something. Change is the result of alteration or modification. It is the balance of money received when the amount you tender is greater than the amount due—all these definitions. I want to go with the relational difference between states as these suits our conversation more.
Change is a constant in life. You cannot avoid change because without change; there is no growth. Change allows one to move forward in life and experience new and exciting things. Life can become stagnant when you don't actively work on evolving yourself. Learning new skills or working on your inner self can bring about changes you never knew were possible. Change can help unlock opportunities you didn't know were available to you.
The concept of change can be unsettling. Many of us would prefer to shy away from changes, whether big or small. However, change is an integral part of your development journey and, most importantly, should be embraced. Change touches all aspects of life but embracing change in your career can contribute enormously toward positive personal development. Change leads to opportunity and experiences.
The better you apply change management, the more likely you will meet your life's objective. You cannot avoid change. The moment you start resisting change, the more challenging your life becomes. You are surrounded by change continually, so it is something you cannot do without. It has a dramatic impact on life. There is no way you can avoid change. You need to embrace it and make your life pleasurable. When you avoid change, it won't be long because it will find you and force you to reconsider how to live your life.
"Your life does not get better by chance; it gets better by change." — Jim Rohn
Change can come to your life through varying means. It could be through promotion or crisis. It could be because of a choice you made. No matter how the change comes, it would help if you learned how to adapt to the change so your life is not disrupted. You can experience change by chance. No matter how the change comes, you are still forced to make a choice.
When you are prepared for change, you have more control over how to react to the change you are dealing with. When you are not ready for a change like Catherine, it is another story altogether and can cause anxiety, panic, and mental disorder. It would help if you prepared for unexpected changes to live your life as an activator of change and not a reactionary.
"Life is a series of natural and spontaneous changes. Don't resist them; that only creates sorrow. Let reality be reality. Let things flow naturally forward in whatever way they like." — Lao Tzu
The Covid-19 pandemic was not an anticipated event. Little detail was known, so there was no adequate defence. The Covid-19 pandemic has reminded us that we cannot avoid unexpected events (crises) in our lives, as these events challenge us and force us to step out of our comfort zone. If we ignore or hide away from the challenge of change, we deny ourselves the opportunity to learn and grow.
"To exist is to change, to change is to mature, to mature is to go on creating oneself endlessly." — Henri Bergson
Your resilience in life can only grow stronger when you embrace change. Learn to manage your challenges positively. You must not hide away and ignore the opportunities that change can bring to your life. Change can impact your life in ways you cannot say. Managing change in life is key to living a life where you are surviving and thriving.
"Progress is impossible without change, and those who cannot change their minds cannot change anything". — George Bernard Shaw
The first method to adapt to change is to change your mindset. Embracing change is stepping into the unknown, and our subconscious will not like the "unknown." so it will resist. Your mindset is the key to success. You cannot control the events of change in your life, but you can control how you react to the impact these events have on your life.
"Life is about choices. Some we regret, some we're proud of. Some will haunt us forever. The message: we are what we chose to be." — Graham Brown
The more you use your power of choice and focus your mindset on positively adapting to change, the more resilient you will be to dealing with the impact that change will bring to your life. You can set the direction you want to live your life if you can know what is essential in your life. With a sense of purpose and meaning in life, you have clarity and focus, and both these elements are necessary to you being able to successfully adapt and manage the impact of change in your life.
I don't hold unto regrets. I can regret an action, but that is it. I learned the lessons I needed to know and used the resources to improve my skills. Regrets significantly impact how you respond to change, and they hold you back in life. Letting go of your regrets is key to you being able to move forward in life. You cannot change what you did or did not do in the past so let it go. The only control you have now is to choose to live in your present and future life.
I don't regret any of the decisions I've made because I have learned something from every choice I make.
"Change is the law of life. And those who look only to the past or the present are certain to miss the future" — John F Kennedy.
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posted by helpware
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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