State of B2B Customer Service Outsourcing 2020


Today, companies know that customer service can define customer experience and be a competitive advantage. To meet rising customer demands, many have been considering outsourcing customer service as a means to lower costs, increase coverage, and reduce risk. COVID-19 has added fuel to this trend.

Faced with tightening budgets, companies must lower costs, increase productivity, and consider outsourcing. Moreover, in this crisis, many sectors have witnessed increased volumes of support calls from customers. This has brought into sharp relief the ability to quickly scale up service operations when required — a benefit that comes with outsourcing.

This study was undertaken to understand how companies have fared in outsourcing customer service, its benefits, and the challenges faced by them. Read on to see what we found.

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