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Contact Centre Outsourcing Services to improve CX and reduce costs

Create amazing customer experiences with our award-winning contact centre and call centre outsourcing solutions.

Outsourcing customer care and technical support is a cost effective way for brands to improve CX, accelerate digital transformation, and build operational efficiencies. We are contact centre design, implementation, and management experts, and we can help you determine which contact centre outsourcing approach – onshore, nearshore, offshore, virtual, automated, or a combination of them all – is best for your business. Schedule a virtual meeting to learn how our contact centre and call centre outsourcing services can:

improve CX icon

Improve customer
and employee
experiences

reduce labor costs icon

Save money
and reduce
labor costs

increase flexibility icon

Increase flexibility
and ability
to scale

accelerate digital transformation icon

Accelerate
digital
transformation

Learn more about our contact center outsourcing services

 

 

Customer obsessed. Digitally empowered. Outcome focused.

Customer needs are evolving as the world becomes more digital and connected. No matter the technology that brings them together, customers want to feel valued by the brands they do business with. Now more than ever, customer experience defines your brand. For companies looking at customer service outsourcing solutions, it is important to realize that not all call centre outsourcing vendors are focused on ensuring exceptional CX. That is why TTEC is an ideal contact centre outsourcing partner for your company. We are focused on providing cost and innovation benefits while also delivering exceptional, award-winning customer experiences.

 
 

Finding the right balance when outsourcing contact centres

 

When it comes to contact centre and call centre outsourcing services, different options work best for different environments and scenarios. Some common reasons brands choose to outsource customer operations include to reduce costs, gain access to CX tools and technologies, free up internal resources to focus on core business needs, and improve customer experiences with the help of customer management experts. Partnering with an expert contact centre company like TTEC helps you determine the best balance for your organisation and allows your brand to focus on its core business.

 
icons showing the variety of customer service outsourcing solutions available

Contact Centre Outsourcing Solutions

Will the contact centre operations be done onshore, nearshore, or offshore? Will they be staffed by call centre agents in a brick and mortar centre or at-home associates in a virtual contact centre (or a combination of both)? Here is a summary of the most common contact centre outsourcing models
 
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Onshore

Associates in your home country or region who can easily relate to customers and their experiences. This option is best used for privacy, security, and brands with sensitive information or regulatory constraints.

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Nearshore

Work with contact centres in a neighboring country to maintain a similar culture, proximity, and language to the brand, but at more affordable cost.

 
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Offshore

Provide service from low-cost regions around the globe to reduce costs and tap into seasoned CX experts. Simple or transactional interactions are the easiest to move here.

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Virtual / At-home

Recruit onshore associates who work from home to reduce overhead costs, lower attrition, and raise retention. No geographical barriers lets you recruit the best of the best anywhere.

 
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Managed services

Keep your own contact centre, while finding partners to help with particular client needs like talent acquisition, leadership development, and workforce management. This can let you focus on everyday business and CX.

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Self Service / Automation

Add intelligent automation to your brick and mortar and remote contact centre operations at scale. Leverage AI, RPA, and RDA to improve employee productivity, operational KPIs and customer experiences, while also reducing cost to serve.

 
 
 
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About us

TTEC Holdings, Inc. (NASDAQ: TTEC) is one of the largest, global CX (customer experience) technology and services innovators for end-to-end, digital CX solutions. The company delivers leading CX technology and operational CX orchestration at scale through its proprietary cloud-based CXaaS (Customer Experience as a Service) platform. Serving iconic and disruptive brands, TTEC's outcome-based solutions span the entire enterprise, touch every virtual interaction channel, and improve each step of the customer journey. Leveraging next gen digital and cognitive technology, the company's Digital business designs, builds, and operates omnichannel contact centre technology, conversational messaging, CRM, automation (AI / ML and RPA), and analytics solutions. The company's Engage business delivers digital customer engagement, customer acquisition & growth, content moderation, fraud mitigation, and data annotation solutions. Founded in 1982, the Company's singular obsession with CX excellence has earned it leading client NPS scores across the globe. The company's nearly 58,500 employees operate on six continents and bring technology and humanity together to deliver happy customers and differentiated business results.

 

Award-winning CX strategy, technology, and contact centre outsourcing services

logos of some of our contact centre outsourcing related awards

  • Leader in The Forrester Wave – Global Omnichannel Customer Service Outsourcers (Q1 2020)
  • Leader & Star Performer in the Everest Customer Experience Management (CXM) – Services PEAK Matrix® Assessment 2020
  • Outsourced Contact Centre of the Year and Best Pan-European Contact Centre of the Year silver award at the 2019 European Contact Centre & Customer Service Awards
  • TTEC Named a Top 25 Employer Partner for Remote Work in 2020 by Virtual Vocations
  • RealPlay™, AI-powered training technology, named "Disruptive Technology of Year" by Customer Contact Week as part of its 2020 CCW Excellence Awards.
  • Best Nearshore Team from the Global Sourcing Association (GSA)
  • 2018 Gold Stevie for Customer Service or Call Centre Consulting Practice of the Year
  • IAOP Global Outsourcing List of World’s Best Service Providers
  • Leader in ISG’s Contact Centre Customer Experience Services Quadrant Report
 
 

Welcome to a better way. Effortless experiences.

TTEC’s end-to-end Customer Experience as a Service (CXaaS) platform combines the technology, talent, and services to build effortless experiences for customers and employees alike. Get the agile tools to transform your total experience — one stage at a time. And the first step is to start. Join our 100 Days challenge to get a head-start on your competition — and learn how far CXaaS can take you.

 
 
 

Contact Centre Outsourcing Resources

Outsourced omnichannel contact centres provide optimisation via automation and intelligent routing,
improved operational KPIs, cost savings, and enhanced customer and employee experiences. Our digital
transformation and CX consulting experts have created many market research trends reports, strategy
guides, and implementation checklists to help your company explore global call centre outsourcing.
 
Strategy Guide
Call Centre Outsourcing Solutions: Which Shore is right for you

Learn more about outsourcing customer service and which contact centre outsourcing solution – onshore, nearshore, offshore, at-home, or a combination of them all – is right for you.

Get the Guide
Article
Contact Centre CX and Technology Trends

Optimise your contact centres for long-term stability with these CX and technology strategies to future-proof call centre operations

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Transform with Sales Outsourcing
Blog
Eleven Benefits of Sales Outsourcing

Discover 11 ways to transform your business with sales outsourcing, such as increasing lead generation and supporting new product and service rollouts.

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Blog
Customer Experience Outsourcing

Learn how a top call centre outsourcing company can provide your brand contact centre services that improve customer support and experiences, while also reducing labor costs and providing increased flexibility.

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Article
Contact Centre Automation Tools and Trends

Both inbound and outbound call centres need to implement automation best practices to help manage phone call volumes, improve service levels and optimise agents work.

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Blog
Back Office Best Practices

Back office outsourcing provides many business process services including automation, quality assurance, and trained agent knowledgebases.

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Video
Contact Centre of the Future: Digital Transformation Best Practices

The contact centre of the future is not a siloed call centre just for inbound and outbound phone calls, but an omni channel customer interaction hub that helps call centre employees gain a full view of the entire customer journey.

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Trends Report
Top Customer Service AI Trends

Technological advances in business process automation, live chat, and AI for both customer and employee interactions are changing the face of customer service.

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White Paper
Contact Centres in a Digital World

Discover why outsourced call centre services and high quality contact centres are essential in a digital-first world.

Read more
Stategy guide to help rightsize your outsourced call center solution
Strategy Guide
Rightsize Your Call Centre Outsourcing Solutions

Like shoes, outsourced call centre companies come in all sorts of shapes and sizes. In this strategy guide, learn how to rightsize call centre solutions and service offerings to match your business model.

Read more
 

Improve customer experiences and reduce costs with our contact centre outsourcing services

 

We've been delivering incredible customer experiences and call centre outsourcing solutions for nearly 40 years by unifying our core capabilities of customer care, technology, and strategy. Contact us to learn more about how we are the best contact centre company to help you improve CX and operational KPIs.