Customer Support Outsourcing
Professional customer service outsourcing that frees up resources for scaling your business. Improve CX and strengthen relationships with your customers.
European Contact Centre & Customer Service Awards to najdłużej działający i najbardziej prestiżowy konkurs w branży Contact Center w Europie. Co roku jury programu wyróżnia organizacje, które wyznaczają standardy w dostarczaniu wyjątkowej obsługi klienta.
W 2024 roku CCIG Group zostało laureatem aż w dwóch kategoriach: najlepsze wielojęzyczne contact center (złoto) oraz najlepsze podejście do klienta w sytuacjach kryzysowych (srebro). Dowiedz się więcej
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Transform Your CX with Expert Customer Support Outsourcing by CCIG Group
At CCIG Group, we connect your business with a network of over 5,500 highly qualified customer service professionals ready to become an extension of your brand. Our dedicated agents are expertly trained to deliver exceptional support across every customer touchpoint—from handling day-to-day inquiries and processing complaints to providing specialized technical support, service desk assistance, and managing critical administrative functions like correspondence and contract oversight.
Customer support outsourcing is a strategic solution that enables you to delegate your customer service operations to a specialized external partner. This approach gives you access to professional support delivered seamlessly across multiple communication channels—phone, email, live chat, social media, and more—ensuring your customers receive timely, consistent assistance whenever and however they reach out.
Our flexible service models adapt to your unique business needs. Inbound Support: Our team manages all incoming customer interactions with professionalism and care, answering questions, resolving issues, and delivering the excellent service your customers expect. Outbound Engagement: We proactively reach out to your customers to gather valuable feedback, nurture relationships, and support your sales initiatives—helping you build stronger connections with every conversation.
Let CCIG Group’s experienced team handle the customer support complexity while you focus on growing your business.
Advantages of Customer Service Outsourcing with CCIG Group
Reliable customer service in e-commerce is a solid foundation for any company that requires multi-channel communication with both individual and business clients consistent customer experience. By outsourcing customer service to an external company, you can focus on growing the core operations of your business.
A Customer Service Team Scaled to Your Business Needs
If your company is growing and the number of customers is increasing, there’s no need to expand your internal sales support team in-house team. You can outsource customer service to an external company that efficiently manages the available staff while maintaining the agreed quality service level agreements. When flexibility is important, choosing call center outsourcing is an excellent solution call volume, top-tier customer.
Gain Direct Access to Expert Customer Support and Advanced Technology
Companies using specialized call center services observe improvements in customer service quality. At CCIG Group, we specialize in applying advanced technologies and training processes to deliver the solutions clients need. We have an IT team of several dozen specialists, ensuring your company receives the necessary software.
A common challenge for companies is responding quickly and effectively to customer inquiries and reported issues. Thanks to access to a large number of competent consultants, we can promptly handle your customers’ requests related to order processing, complaints, technical problems, your company’s operations, as well as general inquiries about your offerings.
Unlock Resources to Expand Your Business Through Outsourced Customer Service
In the daily operations of companies engaged in multichannel sales of products and services, such as in e-commerce, there is no shortage of tasks like handling ongoing orders or signing contracts. Maintaining an in-house support department can be costly for any business. These costs can be effectively reduced by partnering with a professional external call center.
This way, you free up resources, delegate employees to tasks that grow your company, and gain the opportunity to develop the strategic part of your business. Entrusting ongoing customer service to experienced specialists allows you to maintain high-quality customer support while reducing costs. Our partners achieve up to 37% savings compared to baseline costs! That’s real cash that can be reinvested into business growth.
Get Your Business Ready for Seasonal Shifts with an Outsourcing Partner
Another challenge for business owners maintaining an in-house customer service team is scalability, which can be particularly difficult in seasonal industries. If you don’t want to repeatedly face the problem of an insufficiently sized team and the need to hire and then downsize, using a contact center outsourcing service is the ideal solution.
CCIG Group Call Center: Award-Winning Outsourcing Provider
Discover what CCIG Group can do for your company. Schedule a free consultation.
CCIG Group Call Center equals FLEXIBILITY
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TAILORED SOLUTIONS
UNMATCHED EXPERTISE
SCALABILITY AND FLEXIBILITY
COMPREHENSIVE APPROACH
CLIENT-CENTRIC FOCUS
INNOVATION-DRIVEN SOLUTIONS
PROACTIVE SUPPORT AND SERVICE
Our Resources, Your Benefits
Increase your company’s efficiency with CCIG Group Call Center. Our outsourcing management model, business process support, infrastructure, and advanced technologies ensure improved competitiveness and cost savings for your business.
Economies of Scale – Largest Call Center and Trusted Customer Support
- The largest call center in Central and Eastern Europe.
- Over 5,500 professionally trained agents, continuously enhancing their skills,
- 12 operational offices in Poland and Ukraine, with more than 2,600 fully equipped workstations. Our locations feature dedicated spaces for back-office operations, administration, training, and quality control.
Multi-Level Support Across Communication Channels and Languages
- Professional customer communication in English and over 20 other languages
- Expert customer service and multichannel sales via phone, email, chat, video, AI bots, and social media,
- Secured business continuity 24/7/365 and specialized customer support.
Real Cost Savings through Outsourced Customer Service Operations
- Elimination of costs associated with establishing an in-house call center.
- Custom billing models.
- Smooth transfer of responsibility and operational risk.
Our Capabilities
service abvalability
languages supported
professional agents
Your Advantages
Increased Sales
Satisfied customers
Access to specialists
Cost Savings
Business continuity
Discover what CCIG Group can do for your company. Schedule a free consultation.
What you should know about Customer Support Outsourcing?
What Customer Service Outsourcing Is and How It Works?
Outsourcing, abbreviated from ‘outside-resource-using,’ means utilizing external resources. From an organizational perspective, it involves a company delegating part of its tasks, processes, projects, etc., to an external company for execution. It can be compared to ‘hiring’ a specialized company to perform specific duties. There are many types of outsourcing, with IT outsourcing and professional customer service outsourcing being among the most popular.
What Do Outsourcing Companies Do in Customer Service Management?
Outsourcing companies perform various business tasks and processes on behalf of other firms. This means that instead of handling these tasks in-house, a company delegates them to a specialized external company. Among the most commonly outsourced services are customer service, IT services, accounting and HR, as well as recruitment and training. This way, support can be obtained for virtually any industry.
What Does Customer Service Include – Pre- and Post-Sales Customer Care
Customer service encompasses a wide range of activities aimed at building positive relationships with clients and ensuring they have a satisfying experience. To achieve this, specially trained consultants provide pre- and post-sales support as well as administrative tasks, such as preparing shipments or contracts. The customer service team can also actively support the sales department.
Excellent customer service consists of factors that allow problems to be resolved in accordance with the client’s needs and privacy policies. This includes availability across multiple channels, clear and accurate responses to inquiries, and providing appropriate instructions. Additionally, it involves prompt and efficient handling of requests, as well as adhering to standards and best communication practices with respect and courtesy.
Is Outsourcing Worth It for Your Customer Support Needs?
Outsourcing services can be highly cost-effective for a company, but it should always be considered in the context of your specific business. Handling customer phone calls, live chat support, or day-to-day customer service for online stores takes a great deal of time and requires additional staff involvement. These costs increase as sales grow.
If your company lacks modern infrastructure in this area and cannot employ well-trained staff, outsourcing will prove highly cost-effective. It shortens the average response time and eliminates the need to perform certain tasks, freeing up resources for projects related to the company’s core activities. External services help businesses focus on growth and improving their core offerings, while also providing access to specialized knowledge and technology, reducing operational costs, and increasing flexibility and efficiency.
What Are the Benefits of Outsourcing Customer Service and Support
One of the main advantages of outsourcing is that it can help companies reduce costs. Having an in-house team generates expenses not only related to maintaining employees but also to their regular training, and it can create challenges with scaling operations.
External companies specializing in customer service outsourcing can often perform tasks more cost-effectively, as they can spread the costs of infrastructure, technology, and personnel across multiple clients.
They often develop expertise in specific areas and can perform tasks more efficiently than a company’s in-house teams. They also have access to the latest technologies and best practices, which can help businesses improve performance and productivity.
External companies, by providing support in multiple languages, can give their partners access to the global market, which is especially important in the e-commerce sector.
In summary, an outsourcing company frees up internal resources within the business that delegates such activities. The recipient of outsourcing services no longer needs to employ qualified personnel dedicated to customer contact.
What Are the Drawbacks of Customer Service Outsourcing Solutions?
Although outsourcing can bring many benefits, it also comes with certain potential drawbacks that should be considered before deciding to implement it.
By delegating tasks to another company, a certain level of control over customer service processes is inevitably lost. That’s why it is crucial to ensure that the company you partner with has experience suited to the project’s needs and agrees to the SLA-defined quality in the contract.
Secondly, when considering the pros and cons, it is important to keep in mind that such solutions always involve issues related to protecting clients’ personal data. Therefore, ensuring good GDPR and security practices should be a priority. Before signing a contract, it is worth verifying whether the outsourcing company follows proper procedures and holds the necessary certifications.
When Is the Best Time to Choose Customer Service Outsourcing?
There are many situations in which the most advantageous way to support a company’s operations is to opt for outsourcing.
First, when a company experiences rapid growth in its customer base and may not have the capacity to hire a qualified sales team. Outsourcing helps quickly and efficiently expand online operations and phone-based customer service.
Second, when a company wants to reduce costs while maintaining the highest quality of services, it may choose to work with an external company. Its costs for maintaining infrastructure, technology, and personnel are relatively lower due to the specialized nature of the services provided.
Any company that feels its current e-commerce or business customer service is unsatisfactory, or wishes to improve customer loyalty metrics, should consider delegating its customer support work to an external company. When customer service is outsourced to a specialized firm, an improvement in service quality is usually observed, for example through proper implementation of communication methods. This results from the high specialization, knowledge, and experience of the consultants.
How to Effectively Implement Customer Service Outsourcing?
Handling Special Customer Requests Beyond Contractual Procedures
CCIG Group agents possess excellent communication skills, which make it much easier to achieve our ultimate goal: customer satisfaction. Continuous training on products, services, and interpersonal skills ensures that our knowledge is extensive and allows us to resolve even complex issues quickly and efficiently.
Discover what CCIG Group can do for your business. Schedule a free consultation.
Additional services provided by our Call Center
Customer Service
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Customer service is one of the largest and fastest-growing segments of BPO services. As a leader in the call center industry, we offer top-quality, multichannel, and multilingual customer service. Our hotlines provide a high level of support, increased customer satisfaction and loyalty, brand strengthening, and, most importantly, a visible increase in sales.
Sales
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We specialize in sale projects in the telecommunications, banking, energy, FMCG, insurance, finance, aviation, and other sectors. Leveraging our many years of experience in telemarketing ensures maximum company profits and delivers high-quality results, leading to a rapid return on investment.