Customer support outsourcing is the practice of contracting an external provider to handle inbound customer contacts — questions, problems and requests — across channels such as phone, email, chat and in-app messaging, with the provider accountable for agreed service and quality measures.
What is the difference between customer support outsourcing and customer service outsourcing?
In practice, very little. Both describe an external provider handling inbound customer contacts. 'Support' tends to imply problem resolution and 'service' tends to imply a broader set of requests, but buyers and providers use the terms interchangeably.
What is technical support outsourcing?
Technical support outsourcing is contracting an external provider to resolve customers' technical problems with a product or service. It typically covers tiered troubleshooting, diagnostics, escalation handling and the knowledge base behind them. Tier 1 and tier 2 are outsourced most often; tier 3, which usually needs source-code or infrastructure access, tends to stay in-house.
What is back office outsourcing?
Back office outsourcing is contracting an external provider to run internal, non-customer-facing processes — data entry and validation, claims and order processing, document handling, and finance and accounting administration — against agreed accuracy and turnaround measures.
What is a nearshore call center?
A nearshore call center is a contact centre operating in a country geographically close to the buyer's market, usually sharing most or all of its working hours. For the United States, nearshore typically means Latin America and the Caribbean. iQor's nearshore sites include Medellín in Colombia and Chaguanas in Trinidad & Tobago.
Where does iQor deliver from?
iQor operates delivery sites in the Philippines (including Santa Rosa, Dasmariñas, Fairview, Iloilo, Davao, Clark, Bacolod and Talisay), India (Noida), Colombia (Medellín), Trinidad & Tobago (Chaguanas) and the United States (Charlotte, North Carolina and Houston, Texas).
Does iQor use AI in customer support?
Yes, within a stated limit. iQor's published position is that AI is not a customer experience strategy on its own but one part of one: automation handles the predictable, well-documented share of a support queue, and people handle the rest. iQor's platforms in this area are Infinity AIQ and Symphony [AI].