España está a la cola de Europa en gasto sanitario público. No obstante, en la mayoría de los indicadores de salud, se sitúa por encima de los países europeos a pesar de que destina un 8,9 % del PIB al gasto sanitario, comparable a Chequia o Eslovenia, frente al 9,8 % de la media comunitaria, con un gasto medio por persona y año de 2.371 euros (la media de la UE es de 2.884 euros).
En general, sus ciudadanos gozan de mejor salud: tienen la esperanza de vida más alta de la Unión Europea, menos muertes por causas evitables y mayor tasa de supervivencia por cáncer, según un informe de la Comisión Europea (CE).
Esto se debe a las políticas de prevención que actúan sobre los factores de riesgo, una atención primaria «fuerte» que evita que las personas lleguen al hospital y las iniciativas que reducen las actuaciones de escaso valor sanitario, como el traspaso de cirugías hospitalarias al ámbito ambulatorio.
El informe pone de relieve que la esperanza de vida en España es la más alta de Europa (2,5 años por encima de la media), aunque no todos los años que se viven en la vejez se tiene buena salud: a partir de los 65 años, los españoles dicen tener más enfermedades crónicas, más limitaciones en las actividades cotidianas y más síntomas de depresión.
No obstante, las desigualdades sociales y la brecha de género y de nivel educacional en cuanto a esperanza de vida son menos pronunciadas que en la mayoría de países europeos, según el informe, en el que ha participado también el Observatorio Europeo de Sistemas de Salud.
Las cardiopatías isquémicas (infartos), los accidentes cerebrovasculares (ictus) y el cáncer de pulmón siguen siendo las principales causas de muerte, aunque en las enfermedades cardiovasculares la tasa de mortalidad ha disminuido.
Han aumentado las muertes por alzhéimer debido al envejecimiento de la población (España es uno de los países europeos más envejecidos) y al mayor diagnóstico de esta enfermedad.
Más de un tercio de las muertes pueden atribuirse a tres factores de riesgo: el tabaquismo es el principal, causa 67.000 fallecimientos al año y representa el 16 % de todas las muertes (17 % en la UE).
La dieta inadecuada (escasa ingesta de frutas y hortalizas y un consumo elevado de azúcar y sal) se cobra 52.000 muertes cada año (el 12 % del total frente al 18 % de la UE), mientras que otras 32.000 personas mueren al año por consumo de alcohol y 9.500 por la escasa actividad física.
El sobrepeso y la obesidad, que afecta a casi un 20 % de los adolescentes, y el consumo de alcohol en los jóvenes en forma de «atracón» son problemas que van en aumento en nuestro país.
El informe destaca que España cuenta con una de las tasas de mortalidad más bajas por causas evitables, lo que indica que las intervenciones en salud pública son, en general, eficaces a la hora de prevenir las muertes prematuras.
Entre ellas señala las leyes antitabaco, los impuestos al tabaco, el calendario vacunal único, la Estrategia para la Nutrición, Actividad Física y Prevención de la Obesidad (NAOS) o el acuerdo con la industria alimentaria para reducir los niveles de azúcar en los productos manufacturados.
La hospitalización evitable para algunas enfermedades crónicas como diabetes o insuficiencia cardíaca se encuentra también por debajo de la media europea y las tasas de supervivencia para la mayoría de los cánceres están por encima.
España tiene menos enfermeras
En cuanto a los recursos humanos del Sistema Nacional de Salud (SNS), cuenta con menos enfermeras que la media europea y se observa una tendencia hacia los contratos temporales.
Las necesidades insatisfechas de servicios médicos de los españoles son bajas (solo el 0,1 % de la población lo señala), aunque aumentan en lo referente a la atención dental (un 4 % de los ciudadanos aseguran prescindir por motivos económicos, distancia o tiempos de espera).
Precisamente la asistencia dental (no cubierta por el SNS) y el copago de medicamentos sitúa los pagos directos por parte de los ciudadanos en el 25 %, bastante superior a la media de la UE (16 %).
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Top 10 Customer Support Outsourcing Companies in 2023 | Helpware
Outsourcing customer support is a great way to provide affordable but reliable service
to your clients. Whether for voice or non-voice applications,
there are plenty of excellent customer support…
Written by Dana Mahoney
Sunday, Jan 22
Table of Contents
Outsourcing customer support is a great way to provide affordable but reliable service to your
clients. Whether for voice or non-voice applications, there are plenty of excellent customer support outsourcing companies that fit
every requirement.
But then again, why even think about outsourcing? Isn’t local talent good enough to provide the service needed by a company’s customers?
Plus, wouldn’t it be a disservice to customers if a company farms out its frontline operations to contractors?
What Is Customer Support Outsourcing?
By now, the best customer service companies should know the value of customer
support and why it’s an essential cog in an organization.
Like sales and marketing, customer service should already be in play during a company’s
first day, as they are the group that comes into direct contact with clients.
The main goal of customer support is to keep customers happy
by attending to their needs and responding to their questions.
However, it’s also a way to instill loyalty and generate additional sales.
To do so, an outsourcing company must have its support team available whenever
the customer needs it. Outsourcing customer
support allows companies to maintain an around-the-clock service team managed by industry veterans and experts.
Advantages of Customer Support Outsourcing
Admittedly, not all company startups have leaders who are experts in every facet of
their operations. Given their many responsibilities,
many startup founders accept that they can’t do everything themselves.
Non-core competencies such as customer service can benefit from outsourcing.
Turning the service over to competent experts lets companies benefit from
a bigger source of talent from all over the world. At the same time, companies that
outsource customer support enjoy reduced payroll without sacrificing service quality.
Other benefits of outsourcing include:
More Opportunities to Grow the Business
By assigning customer support to expert outsourcing service providers, leaders can instead turn to
scaling the business. Overseeing the day-to-day operations can already take
much of management’s time, and customer support is equally demanding.
To help executives focus on the big picture, they’ll need to partner with the best service companies that
know what they’re doing.
Enhance Customer Experience
Given the opportunity to communicate and interact with customer service, many customers will express
their satisfaction in getting their voices heard.
If customer service companies and their team address customers’ issues in a satisfactory way, they’re more
than likely to remain customers.
A pleasant customer experience will almost always lead to longer retention and a significantly higher customer lifetime
value (CLV). This isn’t to say a stellar customer experience is only possible through outsourcing.
Rather, the chances of improving customer satisfaction come with a continuous
and consistent level of service. Providing a highly specialized, dedicated team of professionals from day one is a great way to achieve this quickly.
Top 10 Customer Support Outsourcing Companies
We’ve narrowed down the list of companies with great
customer service to the top 10 most prominent ones in 2022.
We’ll also provide a brief description and highlight the main strong points of each
outsourcing company.
1. Helpware
Helpware started in 2015 with the initial goal of providing support
to startup companies. Over the years, the company has grown big
and is confident enough to provide both enterprise and small business
customer service outsourcing solutions.
Providing back office, technical, and customer support, Helpware specializes in assisting companies in various support areas.
This includes Omnichannel Customer Support, Technical & IT Support, Content Moderation, CX Consulting Services, Back Office Support,
Data Labeling, Digital Marketing Solutions, and Cyber Security.
The company provides only dedicated agents, in-house training, and equipment to help its clients
boost their productivity from day one. Now it’s one of the top customer service companies in the US and European markets with numerous awards
and positive reviews from satisfied clients on Clutch and other reputable
platforms. Helpware’s people-focused culture seems very
attractive to businesses sharing the same philosophy.
Pros:
Shows outstanding flexibility when providing for clients’ specific needs.
This means its support can scale along with your company’s growth.
Offers turn-key solutions, so you don’t have to look for
either option separately.
Helpware’s focused on developing its people and
their skills and it pays off handsomely, especially in customer support
outsourcing contracts. Some global brands
are happy to have their customer support outsourced to Helpware.
2. Sykes
U.S.-based Sykes is one of the pioneers of the BPO
industry. Established in 1995, the company trailblazed its way to the top
and was one of the first BPOs to open multiple locations. In 2021, the Sitel Group acquired Sykes to widen its reach and increase its capacity.
Sykes is one of the top 10 service companies and leading service providers
of demand generation and customer engagement services, with clients included in the top
2000 companies worldwide. At the core of Sykes’ business are
its staple services: outsourcing, customer experience, service to
sales, digital transformation, and brand extension.
Pros:
Sykes maintains a pool of service agents from its clients’ home countries.
The company is well-versed in matters concerning data privacy.
Specifically, Sykes follows various privacy guidelines, including HIPAA compliance and Payment Card
Industry (PCI) data security certification.
3. Ascensos
Founded in 2013 in the UK, Ascensos is one of those outsourced customer service companies that wanted to change the customer
experience by applying a personal touch to customer
care. The company is now Europe’s number-one customer
support outsourcing company, providing bespoke customer experience solutions
to clients around the world. In addition, its contact center
operation locations include the UK, Romania, Turkey, and South Africa.
Pros:
Ascensos is more nearshore than an offshore support center,
so location and time zone differences aren’t as
pronounced as operations in Asia and South America.
Companies that outsource customer service to Ascensos value the fact that
it supports diversity and inclusivity among staff while focusing on promoting happiness as a key asset among its workforce.
Although there aren’t any published pricing rates, instead, Ascensos will individually
respond to requests for quotes, the prices of this outsourcing customer service company are
more than affordable.
4. Teleperformance
With more than 40 years of experience in the BPO industry, Teleperformance is an established leader in solution design, business optimization strategies,
and front-office customer support. It also offers back-office services such
as finance and accounting, collections, and
technical support.
Pros:
Teleperformance is a truly global service provider. It operates in 80
countries and employs more than 330,000 agents
speaking over 265 languages and deservedly belongs
to a league of good customer service companies.
You won’t find it difficult to get support in the language and location you require.
Clients also appreciate the company’s expertise in providing omnichannel solutions.
5. VXI
VXI Global Solutions is one of those outsourcing agencies that offer customer care and customer experience (CX) solutions
to some of today’s major global brands. In addition, the company offers contact center and BPO services, omnichannel and multilingual support, software development,
CX innovation, quality assurance (QA), and infrastructure outsourcing.
VXI employs more than 35,000 workers in 43
countries throughout North America, Asia, Europe,
and the Caribbean.
The company also prides itself on its ability to help clients resolve major CX
and employee experience (EX) pain points and take their customer service systems
to the next level. Like any modern BPO, VXI employs omnichannel support services to enhance communication coverage for clients.
Also, VXI provides additional analytics and insights generation services so clients can learn as they go.
Pros:
High CX expertise leads to enhanced customer and employee experience.
VXI displays an uncanny ability to scale up or down to fit its client’s capabilities.
6. InfluX
In its quest to build the world’s first remote-only
CX team, InfluX managed to recruit employees
from more than 120 cities worldwide. This strategy also lets them provide 24-hour customer support outsourcing solutions within the client’s
time zone. In addition, InfluX creates specialized
customer experiences that reflect the client’s vision, voice,
and values.
Pros:
Less dependence on automation and more on human interaction make for
a better customer experience.
Having employees in every time zone solves the common offshore problem of mismatched time schedules between clients and outsourcing companies.
Pay-as-go pricing may be attractive to some clients who prefer flexible
packages.
7. Skycom
Skycom is also on the list of nearshore outsourcing companies
that specialize in multi-continent support services.
The company employs native English contact center agents with experience in multiple
industries. Skycom also offers a full range of services, including business process
outsourcing, telemarketing and sales, customer support,
and healthcare. With more than 15 years of experience, Skycom also employs over
2,000 workers assigned to 35 clients in five countries.
Pros:
Nearshore operations mean fewer problems dealing with time zone and distance differences.
Skycom covers a wide range of industries, including healthcare, travel, utilities, IT, finance, retail,
and telecommunications.
8. Integra
Integra’s differentiator is its focus on training its
workforce in customer psychology. This means company-provided support
agents are more sensitive in detecting changes in the customer’s voice or tone.
As a result, they can respond to these changes to defuse any tension and lead the customer
into a more positive mindset. Starting with four employees in 2004, Integra currently employs more than 1,400 workers stationed across four countries.
It handles customer service duties over the phone, email, live chat, or social media.
Pros:
Integra offers some of the most cost-effective solutions in the industry.
Sales psychology is also an incredible asset to
have if you work in a customer support outsourcing company.
9. Telus
Telus International is one of the world’s leading digital CX innovators.
In particular, it designs and produces next-generation digital solutions for brands all over the world.
This is one of the Canadian top IT outsourcing companies that provide IT services and
multilingual customer service to industries such as technology,
media, communications, eCommerce, financial
technology, travel, hospitality, automotive, healthcare, and games.
Pros:
Telus International is a premium multilingual contact center.
It is one of those IT support outsourcing companies that offer
top-tier customer support services in various countries and more than 50 languages.
Telus is famous among IT services outsourcing companies for organizing an annual
charitable initiative called “Telus Days of Giving.” In particular, the company taps 225,000 volunteers
from its offices to complete various service projects across its many host countries.
10. Arise
Arise is a 25-year-old United States-based company that specializes
in providing support outsourcing services across the USA.
It employs more than 60,000 remote agents in the U.S., Canada, and the
United Kingdom. Unlike a traditional BPO, Arise utilizes a network of service partners to provide
the needed customer service experiences. In addition,
the Arise Platform helps companies lower expenses. As a result, Arise clients report an average 25% reduction in contact center service total
costs, which is why clients want to outsource
customer service small business really needs.
Pros:
Arise deploys a tiered security approach in its
communications with clients. This ensures they preserve the confidentiality of documents
or files sent over. It also means Arise conforms to widely accepted data privacy regulations such as HIPAA, CCPA, and others.
Arise also focuses its employment on local talent,
hiring residents of the U.S., UK, and Canada.
This means stable employment for the company and an easier method
of hiring or replacing staff members.
Choose the Best Outsourcing Companies That Fit Your Needs
Deciding which outsourcing providers to contact for your customer support outsourcing needs?
Perform the necessary research before settling on your choice.
For instance, some customer service outsource companies on our list might command a
pricing structure higher than what your budget holds.
In addition, consider your company’s specific requirements and areas for improvement.
Do you need a customer support team focused on CX?
Or, do you prefer having sales psychology-trained outbound callers who can close
deals? Finally, does the appeal of higher-cost nearshoring resonate better than offshore talents a few time zones away?
No one-size-fits-all solution exists when it comes to customer support outsourcing.
However, if you want a highly flexible and secure customer service solution that utilizes modern technology
throughout the various stages, try the best companies for customer service.
These largest outsourcing companies not only supply the best talent, but also the best equipment and training to prepare them.
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