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Customer Service Outsourcing: The Human and Robotic Contact Center Workforce

The Customer service outsourcing market is one of the fastest growing markets in the outsourcing industry. According to the Technavio 2020-2024 report, the global call center outsourcing market is poised to grow by USD 14.05 billion during 2021-2025, progressing at a CAGR of over 3% during the forecast period. 

Call centers provide direct assistance at each customer touchpoint. Read on for primary points of contact in a contact center in a customer service outsourcing setting:

Interactive Voice Response (IVR)

The Interactive Voice Response (IVR) s an innovative automated phone system technology that provides customer service to aid them in providing solutions to basic concerns via selected preprogrammed voice responses. When concerns or issues are more advanced and need technical expertise, calls can be routed to respective agents or technical experts.

Proper implementation of this customer service technology enables businesses an improved and a more personalized customer experience.  IVR is essential in maintaining key customer service metrics such as reducing the turnaround time, improving first contact resolution rate, improving call times, and improving customer satisfaction.

With its innovative features, IVR adds value to the business. This technology is critical when assigning priority calls, and on peak call seasons. Urgent, high-value calls are assigned to agents while calls made to the front desk are routed via IVR. The perfect customer service outsourcing provider can help map out and implement the IVR process for you.


Businesses need to provide a 24/7 Customer Service Support that readily solve their concern at any point of time in a day. Chatbots address this problem.

A Chatbot is a software that provides intelligent, algorithm-based, automated responses to customers. Chatbots can be integrated in the chat function to support customer service staff in handling concerns.

It is important to note that Chatbots need to be properly scripted and programmed to effectively address and can solve real-time concerns of customers and boost customer experience.

Customer Support Associate

Customer Support Associates are responsible in providing the first point of contact of customers.

They manage both outbound and inbound phone calls, assist customers in preferred communication channels such as calls, emails, messaging or social media, lead generation, maintaining customer satisfaction, building trust-based relationships, reports generation, meeting personal/customer service team sales targets and call handling quota, handle issues and provide resolutions, maintain a customer interaction and records database and other assigned and related roles.

Customer service outsourcing specialists need to have excellent interpersonal skills, active listening and customer-care with focus on quality, problem solving, and analyzing information, basic computer and operating system knowledge, and documentation skills.

Customer Service Outsourcing allows you access to skilled and experienced pool of Customer Support Associates. Innovative technologies such as Interactive Voice Response, and Artificial Intelligence via Chatbots, when implemented properly with the help of a business process outsourcing provider, are essential as a digital transformation enabler in the overall contact center workflow. 

Build your Contact Center Workforce with Connext Global Solutions

Connext Global Solutions is a business process outsourcing provider with industry-leading customer service outsourcing solutions. The organization helps unlock client growth.

Connext Global Solutions is equipped with secure state of the art monitoring and technology to support cloud-based connectivity platforms and systems to ensure seamless operations.

The company provides world-class service to our clients standing by our 100% client satisfaction claim. This is backed up with over 350 quality, productivity, and utilization metrics per client, transparent and cost-effective pricing system and consultation sessions, allowing for an improved client experience.

Build your Contact Center Workforce with Connext today.