Customer Support Outsourcing : Everything You Need to Know

Customer support outsourcing means working with an external provider—either an agency or a freelance professional—specialized in customer service. This provider will handle your customer support on your behalf while following your processes. Outsourced customer support is mainly used to improve service quality without relying on raw automation or AI.

If you’re looking for an excellent provider, Gethumancall is the leading company in customer support outsourcing in Madagascar, with a CSAT score of over 94.5%. The company manages customer relations for several major French and European businesses. It offers a tailor-made solution to handle your customer support from Madagascar. Pricing starts at €9 per hour, with a minimum collaboration of two active agents for three months.

Outsourcing offers many advantages. First, you improve your overall service quality since the work is managed by a professional call center. Second, you gain time to focus entirely on your core business.
  In addition, costs are significantly reduced thanks to the elimination of various materials, social, and human expenses needed to run an internal customer service or after-sale team.

In short, if you’re not yet familiar with this practice, let’s start by exploring what customer support outsourcing really means.

What Is Customer Support Outsourcing?

Customer support outsourcing involves delegating control of part or all of your customer service operations to an external provider. This partner follows your procedures, tone of communication, and brand values—without revealing to customers that the assistance is not handled internally.

Outsourced customer support management includes:

• After-sale service;
• Appointment scheduling;
• Billing follow-up;
• Complaint management;
• Refund processing.

Customer issues are handled through calls, SMS, website chat, social media messages, and other daily communication channels your company uses.

To achieve this, outsourced agents are trained in the company’s activity so they can fully adopt its practices. They can therefore manage customer support with the same efficiency and dedication as if they were part of your in-house team.

Why You Should Outsource Your Customer Support

Outsourcing your customer support helps you increase customer satisfaction and engagement. Indeed, when you choose customer support outsourcing, you collaborate with experts who have mastered this field. So far, call centers remain the most recognized specialists in outsourced customer service processes.

These companies have studied, refined, and perfected the art of customer relationship management for numerous other businesses. In other words, all the skills and expertise of call centers become available to you once you partner with them.

Not only will you benefit from professional expertise, but you will also reduce your workload since you’ll no longer need to manage your own customer service internally. Isn’t that enough reason to consider customer support outsourcing? If you’re still unsure, let’s take a closer look at its benefits.

The Benefits of Customer Support Outsourcing

Many companies tend to neglect their customers during periods of growth. This issue affects almost every fast-growing startup. In their pursuit of higher profits, they sometimes forget what truly matters—the customer.

This is an undeniable fact, and the only effective solution available for such companies is customer support outsourcing. While you focus on your core business, a call center takes over your customer service operations.

Here are the main benefits of customer support outsourcing:

• High-quality customer relations handled by expert service providers;
• Human interactions that brighten your customers’ day;
• Guaranteed customer satisfaction and loyalty, always delivered with a smile;
• Service costs significantly lower than in-house operations;
• Customer database management using advanced technology tools;
• Customer relationship strategies designed by the call center’s Customer Success Manager (CSM);
• Access to managers and backup agents ready to step in when needed;
• Valuable time savings allowing you to focus on your main business activity.

The Best Company for Customer Support Outsourcing

GetHumanCall

GetHumanCall is a customer support outsourcing company based in Madagascar. It stands out for its expertise in multichannel customer service, managing requests via phone, chat, and email. In addition, the outsourcing agency conducts quality audits compliant with the ISO 18,295 standards, while paying special attention to the well-being of its employees.

Among its customer support services, you’ll find inbound and outbound call management, chat, email, and social media interactions in French, English, German, Spanish, Dutch, and Mandarin. Moreover, it provides the back office, KYC, and content moderation solutions. Pricing is transparent: €9/hour (French only) and €10/hour (bilingual). The platform also offers daily reporting and a dedicated account manager.

How to Successfully Implement Customer Support Outsourcing

Setting up an outsourced customer support service is now a competitive strategy for companies aiming to improve customer relations while optimizing costs. However, successful customer support outsourcing requires structure, rigor, and the right partner. Below are the key steps to ensure your outsourcing project is effective.

Step 1: Define a Clear Strategy

Before selecting a provider, it’s essential to clearly identify your needs. This initial phase determines the success of your customer support outsourcing projects.

Set your main goals: reducing costs, improving customer satisfaction, offering nonstop availability, or adding new channels (chat, social media, etc.).
  Define your key KPIs: first contact resolution (FCR), customer satisfaction (CSAT), Net Promoter Score (NPS), average response time, etc.
  Select your strategic communication channels: calls, emails, chatbots, WhatsApp Business, or social media.

A well-defined strategy allows your outsourcing partner to deliver an externalized customer support operation aligned with your expectations.

Step 2: Choose the Right Provider for Quality Outsourced Customer Service

The first condition for efficient outsourced customer service management is choosing the right partner. It is recommended to collaborate with an offshore outsourcing company that has a strong reputation in customer support outsourcing.

👉 For example, GetHumanCall is a specialized customer support outsourcing provider offering full management of your communication channels—calls, emails, chats, and social networks. The company goes beyond simple ticket handling, ensuring accurate monitoring of KPIs related to customer satisfaction and retention.

Step 3: Verify ISO 18,295 Certification

To guarantee the quality of your outsourced customer service, choose a customer support outsourcing agency certified under ISO 18,295. This international standard applies specifically to contact centers and companies specialized in customer relations.

The quality audit considers:

• Team productivity and ability to meet customer expectations;
• Internal processes and customer relationship management methods;
• Compliance with international standards for customer support outsourcing;
• Performance measured through reliable indicators (SLA, NPS, FCR, etc.).

A call center certified ISO 18,295 is a strong sign of trust and professionalism.

Step 4: Secure Data and Ensure GDPR Compliance

Managing an outsourced customer support operation means giving external agents access to sensitive customer data. Security and confidentiality must therefore be top priorities.

Make sure your outsourcing provider complies with GDPR if your company is based in Europe.
  Check for advanced security protocols such as secure servers, VPNs, and encrypted communications.
  Request guarantees for database management, especially in cases involving data transfer abroad.

A reliable customer service outsourcing partners will always provide a clear framework to protect your data and your customers’ privacy.

Step 5: Prioritize Experience in Customer Support Outsourcing

Not all outsourcing companies are equal. Some offer general BPO services without true expertise in customer support outsourcing. This lack of specialization can directly affect your brand image.

It’s best to choose a customer support outsourcing company experienced in customer relationship BPO. Review client references, testimonials, and case studies available on their website. A customer service agency accustomed to handling large volumes will adapt more easily to your operational needs.

Step 6: Train and Support Agents for Effective Outsourcing

The success of any customer support outsourcing project largely depends on agent training and onboarding.

Provide initial training on your products, services, and company culture.
  Prepare an operational manual with scripts, FAQs, and standard procedures.
  Plan regular coaching sessions and refreshers to maintain quality standards.

A well-trained agent becomes a true ambassador of your brand.

Step 7: Create Synergy Between Internal and External Teams

The success of customer service outsourcing also depends on smooth collaboration between your internal team and the outsourced agents. Ideally, you should be able to participate in the selection of the profiles representing your company.

A good customer support outsourcing provider allows direct communication with your agents, ensuring consistency in tone, quality, and processes.

💡 Choose an outsourcing solution with a dedicated manager and backup agent:

• The manager monitors performance and goal achievement.
• The backup ensures service continuity during absences.

Step 8: Opt for a Flexible and Scalable Setup

One of the biggest advantages of customer support outsourcing is flexibility. Choose an outsourcing partner capable of:

• Scaling the number of agents during peak seasons;
• Reducing staff without excessive penalties during slow periods;
• Offering flexible contracts that adapt to your business evolution.

Agile outsourced customer support management allows you to adapt to demand fluctuations without compromising performance.

Step 9: Uphold Human Values at the Core of Customer Relations

Call centers are known for high turnover rates, often due to poor working conditions. Yet, employee well-being has a direct impact on the quality of your outsourced customer support.

Select a customer service outsourcing agency that values its staff and fosters a motivating work environment. A committed agent is more productive and loyal.

Step 10: Implement Reporting and Continuous Improvement

Customer support outsourcing should not be static—it must evolve with your business and customers.

Request regular reports on key performance metrics (SLA, NPS, retention rates).
  Organize review meetings to adjust workflows and objectives.
  Establish a continuous improvement plan with your outsourcing company.

This ongoing process ensures long-term success and consistent efficiency for your outsourced customer support services.

What Is the Future Trends in Customer Support Outsourcing?

The future of customer support outsourcing is shaped by two major factors: the rapid integration of technological innovation and automation for better operational efficiency, and the continuous evolution of consumer expectations that requires companies to adapt quickly to new service standards.

1. Technological Innovations and Automation

Recent technological progress allows a significant part of customer interactions to be automated. AI tools such as ChatGPT or Copilot now provide fast and accurate answers to simple inquiries. However, there is still a clear limitation: human interaction remains essential for complex or emotional situations that require empathy and understanding.

That said, artificial intelligence is proving invaluable for operational tasks—such as performance tracking, reporting, and data analysis—helping customer support outsourcing providers optimize their daily processes. The most successful outsourcing companies are those that integrate these tools seamlessly while keeping the “human touch” at the core of their service.

2. Shifting Consumer Expectations

Customer expectations have evolved dramatically with the arrival of AI. People now expect instant, effective assistance at any time of the day. This growing demand places pressure on businesses to adapt their customer service outsourcing strategies accordingly.

To stay competitive, many brands are integrating AI-powered systems within their outsourced customer support operations, while maintaining human channels for complex cases. Continuous agent training, combined with ongoing AI improvement, ensures an agile and personalized response to each new consumer need.

Forward-thinking customer support outsourcing agency’s focus on blending technology with human expertise—creating a hybrid model that guarantees both speed and empathy.

In Summary

Customer support outsourcing is the practice of partnering with a specialized outsourcing company to manage all or part of your customer service operations. This customer service outsourcing provider handles every type of request—whether by phone, email, chat, or social media—ensuring consistent quality and availability.

Call centers remain the main outsourcing agencies offering these services, equipped with professional teams and proven workflows.

If you’re looking for a reliable customer support outsourcing company, GetHumanCall welcomes you with open arms. With its human-centered approach, multilingual expertise, and transparent management, it stands among the most trusted outsourcing providers in Madagascar and beyond.