The constant need for more staff drives growing businesses to seek cost-efficient solutions. Help desk outsourcing means hiring a third-party service provider to deliver services your in-house team can’t provide. It enables businesses to access skilled experts without the hassle of extensive hiring or staff.
Suppose you are looking for an outsourced partner. In that case, this article will help you understand how to choose a reliable company and give you an insight into popular outsourced help desk providers.
The growing demand for quick access to experts boosts the fast growth of the outsourced help desk market: in 2024, it reached 9.7 million USD. According to Clutch, the most common outsourced services include accounting, IT, marketing, development, HR, and customer support. Let's check and find out what advantages encourage companies to work with outsourced help desk suppliers and what it means for businesses.
According to the statistics, nearly 63% of companies state that outsourcing enables the possibility to work more on core functions, delegating secondary to third parties. As a result, companies get professional support on non-core services and can give bigger input into their main business sphere without losing quality in other aspects.
According to research, companies cooperating with outsourcing partners can save up to 27.2% of costs because of more attractive money input requirements. Working with companies from abroad, you can experience lower costs associated with labor and taxes, and you need to spend fewer resources than an in-house team.
Outsourcing opens unlimited access to skilled professionals from various industries worldwide without limits to a specific region. For example, approximately 300 thousand jobs are outsourced from the USA, demonstrating the growing potential of hiring from another country to get the desired specialists.
Professional help desk service providers have a list of preferred technologies that enable the highest effectiveness in specific spheres. For example, 85% of companies worldwide utilize AI to raise productivity. When working with a reliable outsourcing company, you will also get their technology support.
If you have unstable workloads that may need various employee numbers in different seasons, outsourcing will be the option to avoid additional hiring. A hired help desk company will provide the required staff to fulfill tasks and give you more flexibility for potential company growth.
Comparing in-house and outsourcing options, we believe the second one gives more flexibility, prepared staff, cost-saving options, and unlimited scaling potential.
Our experts have prepared a basic list of criteria to help you find and choose a reliable and trustworthy company for outsourced services. First, decide what kind of support you need from your future partner to narrow the list for future company evaluation.
Always check the reputation before trusting your crucial services to a stranger to avoid potential risk or damage to your brand. You can do it by checking the company's case studies and customers' reviews of the company on global rating platforms (for example, Trustpilot, Clutch, Featuredcustomers, and Glassdoor). By checking impressions and opinions, you can evaluate the approximate amount of satisfied customers and decide if you are ready to put your trust in a potential partner.
Pay attention to present certifications and awards, proven track history, and years of experience to see how well the industry recognizes it. For example, companies with years of experience, numerous positive reviews, and rewards will be more reliable than just-created ones without feedback.
Each industry has its specific requirements, industry software, ways to do business, customers' expectations, standards, and required knowledge base. Outsourcing companies, experienced specifically in your industry, will be more likely to provide high-quality services and faster adapt to your company's needs than newcomers. Companies that work within your business sphere will have more insight into challenges than general ones.
Artificial intelligence, translation programs, chatbots, and familiarity with various CRM bases will demonstrate the company's adaptivity and preparation to work fast. They can apply a monitoring system for issue detection and seamless connection to your existing system. Outsourced companies that offer 24/7 AI-driven support and integration with CRM platforms will be more productive than those that work with outdated ticketing systems.
Scalability will ensure that your outsourced partner can keep the rhythm of changing business demands at different workload levels. Companies with scalability potential will support your business during fast or slow growth, offering the same high level of service and quickly finding additional staff if required. Companies with global reach will more likely support multiregional operations and can easily scale services.
Cooperation with an outsourced help desk company means you will have to give access to sensitive information about your business and customers. You need to be sure that the company applies all required security measures to avoid information leaks and respects industry security standards related to personal data. Check if they comply with GDPR, ISO 27001, or HIPAA standards.
Searching for reliable outsourcing companies can be challenging, and we have prepared a list of the top 7 to narrow the search for you. Check the list below to see what they can offer and how well they correspond to the main evaluation criteria.
Simply Contact has been working in the worldwide market since 2013. Its main operation direction is IT and customer support services powered by AI tools. Multilingual solutions, accurate metrics, security, transparency, and customer satisfaction are chosen as the main focus of its working style.
Simply Contact has established offices in the United Kingdom of Great Britain, Romania, Bulgaria, Poland, Ukraine, and Moldova. The company won several awards, including Gold Winner 2022 by ECCCSA, Stevie Awards Contact Center or Customer Service Outsourcing Provider of the Year, and Clutch's Top B2B Companies Global 2022.
| Reputation | Clutch: 4.9 (26 reviews) Glassdoor: 4.8 (25 reviews) Proficiency in multi-lingual support Great project management Skilled and able to handle the most difficult tasks |
| Industry Expertise | Travel and Airlines, Logistics, Government, E-commerce, Retail, Finances and Music |
| Technological capabilities | Artificial intelligence, automation, chatbots, multilingual translation |
| Scalability | 600+ employees The company offers a wide range of customer support outsourcing services, contact center services, quality assurance, social media support, and help desk outsourcing. Simply Contact works worldwide and has several offices in Europe and the UK. |
| Security | PCI DSS ISO27001 ISO27701 GDPR HIPAA |
Simply Contact has a strong reputation and over a decade of experience. The amount of employees shows the capability to provide stable support for small, medium, and large-sized businesses with scalability potential. Respect for security measures and compliance with main European security protocols make them a reliable outsourcing partner worldwide and in Europe, specifically within industries noted in their expertise sphere.
Are you ready to start cooperation with one of the top help desk companies? Get a custom quote from Simply Contact in just a few clicks.
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Accenture has been working on the global market since 1989. Accenture is committed to diversity, environment, ethics, and human rights. The company leverages artificial intelligence and advanced technologies to perform high-quality services and enhance efficiency.
The headquarters are in Dublin, Ireland, but the company has offices in 49 countries and clients in more than 120. The company has awards and nominations for A Great Place to Work, the Top Consulting Firm, and An Influential Innovator.
| Reputation | g2: 4.2 (102 reviews) Responsive customer support team Capability to scale |
| Industry Expertise | Software and Platforms, Retail, Insurance, Automotive, Capital Markets, Banking, Travel, Capital Markets, Utilities, Industrial Sector, Natural Resources, Chemicals, Energy, High Tech, Health, Public Service, etc. |
| Technological capabilities | Strategic managed services, platform services, automation, security, application management, data management, cloud, infrastructure engineering, ecosystems |
| Scalability | 700k+ employees The service range includes strategic management services, emerging technologies, talent organization, cloud services, ecosystems, technology transformation, digital engineering and manufacturing, infrastructure and capital projects, marketing, risk management, etc. Accenture operates in 120+ countries, including US and European segments. |
| Security | CDP ISO27001 |
Over 35 years of experience and a rich case study and review base demonstrate this company's stability and proven track history. The operation range covers the needs of enterprises and small and middle-sized businesses worldwide. The amount of employees demonstrates the company's readiness for scalability. The company has robust security measures, a wide range of expertise, and technology access for various purposes.
Infosys BPM has been working across 16 countries since 2002. Business geography includes North and South Americas, Asia, Europe, and Australia segments. Their strategy strongly relies on advanced digital and AI technologies for effectiveness and improvement. Infosys BPM has won over 60 awards across various industries, showing the world's trust in its services.
| Reputation | Featuredcustomers: 4.7 (reviews include 24 testimonials, case studies, and 28 customer videos) Global delivery and multiregional reach |
| Industry Expertise | Healthcare, Insurance, Manufacturing, Media, Logistics, Finance, Edutech, Retail, Travel, Resources, etc. |
| Technological capabilities | Generative AI, RPA, legal process management, BPM analytics |
| Scalability | 58k+ employees Service range: customer support, digital interactive services, transformation of business processes, analytics, annotation, accounting, generative AI services, HR, learning, legal processes, RPA, sales, sourcing, data management, etc. The company operates in the Americas, Asia Pacific, Europe, and Australia. |
| Security | AIP 0365 DLP IRM MCAS |
Over 20+ years of experience, detailed case studies, customer testimonials, and recognition and expertise across many industries show reliability and trust. We believe this company can be a good option for various business sizes, and its global reach allows even the far regions to enjoy its services. Thanks to 58k+ employees and experts in many technological fields, they have the opportunity for further scaling.
HiredSupport was established in 2016 and has been on the global market for over a decade. The company is strongly focused on online and offline, working within industries and businesses worldwide. Integrity and innovation are the base of their operation strategy. In 2024, the company started working closely with website and product development.
| Reputation | Clutch: 4.9 (6 reviews) Strong industry expertise High-quality work |
| Industry Expertise | Business, Retail, Dental, Education, eCommerce, Automotive |
| Technological capabilities | Transcription, CSAT, inbound and outbound calls, lead generation, search engines, AI, virtual assistant, voice agents |
| Scalability | 450+ employees Service range: customer support, claims processing, content moderation, data annotation, data entry and processing, virtual assistant, lead generation, live chats, help desk support, technical support, email and phone support, etc. The USA and abroad. |
| Security | Unknown |
Hired Support has a proven track record, years of experience, and a promising reputation. However, we could not find any information about their security certificates. The company has technology capabilities for various support services, including help desks and call centers. They have experience in several industries and work mostly with large enterprises and middle-sized businesses.
ScienceSoft has been working on the worldwide market since 1989 as an outsourced help desk company with a strong bond to security standards. The goal is to deliver projects under any circumstances. The company's headquarters are in Texas, but ScienceSoft also has offices and operates in Mexico, Finland, Poland, Latvia, Lithuania, The Kindom of Saudi Arabia, and the United Arab Emirates.
| Reputation | Glassdoor: 4.7 (93 reviews) Clutch: 4.8 (39 reviews) Responsiveness and effective communication Well-Organized projects |
| Industry Expertise | Finance, Healthcare, Banking, Insurance, Investment, Fintech, Oil and Gas, Travel, Transportation, Logistics, Professional Services, Retail, Manufacturing, etc. |
| Technological capabilities | AI, programming languages, cloud, SaaS, data science, ML, Blockchains, virtual reality, augmented reality, CV |
| Scalability | 750+ employees The service range includes help desk services, IT support, IT outsourcing, software development, web and app development, IT consultation, digital transformation, UX/UI design, data analytics, etc. ScienceSoft operates in North America, Europe, the UK, and the Gulf. |
| Security | ISO 9001 ISO 27001 |
ScienceSoft has over 35 years of proven expertise worldwide and actively works with companies from North America, the UK, the Gulf, and Europe. Their customers are mostly mid-size companies and enterprises, but they work with small businesses, too. The company has scalability opportunities thanks to a wide range of services, many employees, and access to several parts of the world.
Teleperformance is a French company established in 1978 and works worldwide. It focuses on the call center, customer care, and other outsourcing services. This help desk company offers human resources and advanced technologies, including AI-powered solutions. The company has many awards, including Best Workplaces and Gen AI Conclave.
| Reputation | Glassdoor: 4.3 (75k reviews) Reviews are not available for reading |
| Industry Expertise | Finance, Insurance, Retail, e-commerce, Gaming, Travel, Technology, Government, Media, Automotive, Healthcare, etc. |
| Technological capabilities | Digital CX, microservices, artificial intelligence, advanced analytics, video CX, StoryfAI |
| Scalability | 500k employees The service range includes customer support, health care support, collection services, recruitment services, technology services, process optimization, transformation and consulting, back-office procession, finance, and accounting. etc. Teleperformance works with more than 100 countries |
| Security | AICPA SOC ISO 22301 ISO 27701 PCI DSS GDPR |
Teleperformance gives the impression of a reliable company thanks to 46+ years of expertise in various industries. However, the lack of access to clients' reviews gives concerns. The geographical range covers over 100 countries, and the number of employees makes it accessible to enterprises and medium and small companies. It also has good technological capabilities and scalability potential for your company's further growth.
Edvantis has been working on the worldwide market since 2005. The company represents itself as outsourcing with a strong reliance on advanced technologies and software development. Their goal is to provide quick, transparent, and active support services for various business purposes and positively impact society. Their awards include Bronze and Silver Stevie Winner, top 100 Global Outsourcing in 2023, and G2's "Clients Love Us".
| Reputation | Glassdoor: 4.6 (23 reviews) Clutch: 4.8 (37 reviews) Understand the needs of their clients Communicative and proactive |
| Industry Expertise | Medical, Supply Chains, Logistics, Transport, Education, Finance, Software and Hi-Tech, Healthcare, e-commerce, Public Sector, Real Estate. |
| Technological capabilities | AI, data science and BI, software engineering, cloud development, migration services, payment software, IT operations, Microsoft Technologies, and legacy modernizations. |
| Scalability | 400+ employees The Service range covers staff augmentation, IT consulting, digital transformation, and fixed-price projects. The company has offices in Ukraine, Poland, Germany, and the USA. |
| Security | ISO-27001 |
Edvantis demonstrated nearly 20 years of expertise, active project fulfillment within several industries, and a reliable record of satisfied customers. Cooperation with this company will be most profitable for middle-size businesses, but enterprises and small companies also use their services. It shows good scalability potential, a rich technology range, and respect for security measures.
Outsourced help desk companies will help you fulfill the demand for additional staff, the need for experts in specific areas, and scalability. They open access to the global talent market and offer ways to save resources and costs, getting the highest proficiency, expertise, and adaptivity. Our top 7 help desk companies from the list of the most reliable providers, and with our evaluation guide, you can find a trustworthy partner for your business plans.
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