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07 Jun 2023

Call Center Outsourcing: The Next-Level Solution for Modern Customer Support

Nejra Šehić

Head of Customer Support

The rise of call center outsourcing and A2P omnichannel messaging on platforms such as WhatsApp, Viber, Facebook Messenger, SMS, Telegram, WeChat, etc, has changed the way customer support works. Today, customers have the possibility of getting feedback at any given time — they can receive automated responses instantly. As a result, this reduced the general workload of contact centers. But is that technical advantage really enough for satisfying customers’ needs? Do customers still value the human touch in their customer journey?

The answer is absolutely yes. Customers still prefer to talk to a real person when they have complex issues, emotional needs or high-value purchases. They want to feel heard, understood and respected by the brands they trust. And this caused a growing trend in the outsourcing of contact centers to meet today’s customers’ demands.

What is Call Center Outsourcing?

Call center outsourcing is a practice where a business delegates its customer service operations or any other call center functions to an external professional service provider. This third-party organization takes on the responsibilities of handling calls, emails, and other interactions with customers on behalf of the outsourcing business.

Key Components of Call Center Outsourcing

Key components of call center outsourcing encompass various strategic and operational elements, such as:

  • Inbound Calls: Managing incoming calls from customers, which may include inquiries, complaints, support requests, and more.
  • Outbound Calls: Initiating calls to customers for various purposes like sales, feedback, reminders, and follow-ups.
  • Customer Support: Assisting customers with their issues, concerns, and inquiries.
  • Technical Support: Providing technical assistance and solutions to customers facing issues with a product or service.
  • Lead Generation: Identifying and nurturing potential customers for the business’s products or services.
  • Telemarketing: Promoting and selling products or services directly to customers over the phone.
  • Omnichannel Support: Offering support via various channels, such as SMS, WhatsApp, Viber, voice, email, and social media.

Meeting the Growing Customer Demands with Call Center Outsourcing

Picture this: a curious customer reaches out to a company online, seeking information. The company responds within minutes, proving their dedication and valuing the customer’s question. This instant connection builds trust and greatly increases the chances of turning the customer into a loyal, repeat buyer.

Small and medium-sized businesses are especially jumping on this trend. Customer experience has now become a top priority for success — and a reliable make-or-break factor. However, at the same time businesses of these sizes are also squeezed for resources. The market competition is brutal, requiring them to be lean and mean. They cannot afford to waste time and money on building their own infrastructure and hiring and training support agents.

Call center outsourcing is a game-changer for businesses, while the outsourcing market for these services is expected to grow by $14.05 billion USD in 2025. Outsourcing customer support work to a professional team allows businesses to significantly reduce costs. By doing so, businesses are entirely freed from the hassles of:

  • Hiring, training, and managing a huge staff
  • Buying expensive equipment and software
  • Paying for ongoing maintenance

Basically, it lets them save money and time, and focus on what they do best.

Benefits Of Call Center Outsourcing

In today’s competitive business landscape, providing exceptional customer support has become a key focus for success. Customers are no longer interested only in functional interactions. They desire real human connection throughout their entire journey with a brand. This is where outsourced contact centers step in, revolutionizing customer service by bridging the gap between businesses and their customers.

With a focus on building trust and delivering high-quality service, outsourced contact centers ensure that every customer feels valued and heard. By offering personalized assistance, addressing concerns with empathy, and going the extra mile to resolve issues, they create meaningful connections that leave a lasting impact. Not only do they improve customer satisfaction and retention, but they also empower businesses, regardless of size, to provide top-notch support and build long-term customer loyalty.

Also, outsourced contact centers are usually highly skilled in recruitment, utilizing proven strategies and having access to a wide range of skilled professionals. This means you can wave goodbye to the tedious task of going through countless resumes and conducting endless interviews. With their expertise, they ensure the selection of highly skilled and qualified agents, making the hiring process efficient and hassle-free.

call center outsourcing omnichannel solutions

One of the biggest advantages of partnering with a contact center is the comprehensive training they provide to support agents. Instead of spending countless hours and internal resources developing training programs, businesses can entrust this crucial task to the experts. By focusing on your core activities and leaving the training to the professionals, you can ensure that your support team is equipped with the skills and knowledge needed to deliver top-notch customer service.

By taking care of the day-to-day management of your support agents, outsourced contact centers allow you to breathe a sigh of relief. From scheduling shifts to monitoring performance and ensuring quality control, these centers handle the operational tasks that often consume your valuable time. With the burden lifted, you can redirect your energy towards strategic initiatives, growing your business, and delighting your customers.

Affordable outsourced contact centers are incredibly useful for businesses when they need to grow or shrink according to their needs and changes in customer demand. At times when business is booming or calls are flooding in, companies can easily scale their customer support operations without wasting resources on hiring and training additional staff. When business is slow or calls are low, they can smoothly scale down the operations, avoiding extra costs. This scalability and flexibility lets businesses adjust to changing customer needs and market trends more efficiently.

Another important benefit of outsourced contact centers is that they are increasingly embracing cutting-edge technology to improve their performance and efficiency. Two key tools that have become game-changers are cloud computing and data analytics.

With cloud computing, outsourced contact centers can securely store and access customer data remotely, avoiding the need for costly on-site equipment. This accessibility enables agents to seamlessly retrieve relevant customer information, personalize interactions, and resolve issues quickly. Also, cloud-based contact center solutions offer scalability, allowing businesses to effortlessly expand or downsize their operations as required.

Data analytics further empowers contact centers by providing valuable insights into customer behavior, call volumes, and agent performance. Leveraging advanced analytics tools can help with identifying patterns, anticipating customer needs, and optimizing resource allocation for maximum efficiency.

Maximizing the Benefits: the Power of Omnichannel Contact Centers

An omnichannel contact center offers added benefits to businesses looking to enhance customer support. Unlike traditional call centers, it integrates multiple communication channels seamlessly, including phone calls, emails, live chat, and social media. This ensures a unified and consistent experience for customers across their preferred channels. By meeting customers where they are and catering to their preferences, businesses can benefit from the following:

Improved customer experience

Since an omnichannel contact center supports multiple communication channels, it makes it possible to accommodate customer concerns on their preferred platforms. In addition, the data from customer interactions on different channels is automatically synced in real time.

Faster resolution times

With an omnichannel contact center, resolving customer issues is faster by providing agents with all the information they need in one place.

Empowered customer service agents

Access to customer history and previous interactions is made possible in an omnichannel contact center, enabling agents to deliver excellent customer service. With comprehensive information at their disposal, they can effectively address customer needs and provide personalized support.

Looking for Ways to Improve Your Customer Service?

At NTH, we understand the importance of providing exceptional customer support to small and mid-sized businesses. With our range of services and robust infrastructure, we are here to help you elevate your customer service experience. Here’s what sets our contact center apart:


Quick Setup and Low Fees

We understand that time is of the essence. Our streamlined processes ensure minimal setup time, so you can start benefiting from our services as quickly as possible. Furthermore, our pricing structure is designed to be cost-effective for small and mid-sized businesses.

Complete Solution

We take care of all the necessary components, from call routing and numbers to a skilled personnel.

With our advanced routing capabilities, we guarantee prompt and accurate call redirection, ensuring that each customer is connected to the right agent efficiently. Our expertise ensures that you have a fully functional contact center without the hassle of managing the technicalities.

Additionally, we understand the importance of having the right numbers for your business needs. That’s why we offer a variety of options, including international, freephone, and shared-cost numbers.

Omnichannel Contact Center Support in 20+ Languages

Our omnichannel contact center supports phone, email, and other channels. We respond to customer queries in the local language of the specific region or country. We aim to reach customers through their preferred channels, enhancing satisfaction and delivering personalized experiences in over 20 languages.

At NTH, we efficiently handle customer inquiries across multiple channels. Our omnichannel contact center is equipped to provide prompt and personalized assistance across the following channels:

  • Inbound & Outbound Calls
  • Voicemail
  • Fax
  • Email
  • WhatsApp
  • Viber

Freephone Numbers

End users can benefit greatly from a free number service that eliminates call charges, making communication more accessible and economically viable. This customer-centric strategy enhances a brand’s image by removing barriers and demonstrating a commitment to providing excellent service. Free numbers promote accessibility and build trust, portraying the brand as customer-friendly.

In-House Development

Our dedicated team has developed a custom CMS (Customer Management System) along with a suite of tools.This advantage allows us to tailor solutions specifically to your business needs, whether it involves creating new features or fine-tuning existing ones.

Cloud-Based Solutions

NTH’s contact center operates entirely on the cloud. This means there’s no need for additional equipment or costs beyond the regular work essentials like computers and headsets. By leveraging web-based technologies, we can offer competitive pricing for our services.

Seamless Integration

We provide easy adaptation for external tools and contact center systems that you may already have in place. We understand the importance of compatibility, and our systems can seamlessly integrate with your existing infrastructure if required.

Precise Monitoring and Support

We offer comprehensive call recording capabilities and robust monitoring tools. This ensures that every interaction is tracked accurately, allowing for efficient quality control and support.

Customizable Ticketing

Our ticketing system comes with a range of features that can be fully adjusted to meet your specific needs. By adding parameters relevant to your business, we enable the creation of detailed quality reports. Additionally, we offer separate email server integration and seamless integration with other ticketing systems and communication channels.

Analytics and Reporting

We also offer the development and implementation of a knowledge management system as an additional service. This system allows you to efficiently store and access information, enabling your agents to provide accurate and consistent support.

Transform your Customer Service Strategy with Call Center Outsourcing

Partnering with our contact center ensures that your customer support operations are in capable hands. With our comprehensive services and cutting-edge technologies, we aim to provide seamless experiences for your customers while driving your business growth. Learn more about our customer support services and contact us on LinkedIn or via email today to explore how we can optimize your customer support journey.

Local presence, global reach

We provide ready-made and custom messaging solutions for large, medium and small enterprises, helping them communicate with audiences on the most preferred channels of today. With 20+ years of industry experience and 250+ experts across Europe, we have an unmatched ability to scale and tailor our solutions to each business need.


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