Proven Ways to Improve CX: 3 Case Studies on Outsourcing Customer Support

smiling call center agents working in an office

In the modern international economy, companies increasingly outsource their customer support services. This is an effective approach to streamline costs, boost productivity, and access a bigger talent base. It is essential to conduct the process correctly.

Three companies have successfully outsourced their customer support. Let’s learn from their approach and the difficulties they confronted, how they responded, and the results they achieved.

This piece will give you insight into how customer support outsourcing can enhance customer satisfaction.

How Three Companies Increased Customer Satisfaction with Outsourcing

These case studies give you some confidence that it can be a successful decision. Here are some specific stories from companies that have successfully outsourced their customer support:


Zappos is an online retailer that sells shoes and clothing. In 2005, Zappos outsourced its customer support to a call center in India. This decision was successful, and Zappos’ customer satisfaction scores have increased since outsourcing. Zappos credits its success to the high-quality service its offshore call center provides.


Netflix is a streaming service that offers movies and TV shows on demand. In 2012, Netflix outsourced its customer support to a call center in the Philippines.

In a study from the “Journal of International Academy for Case Studies,” Netflix was going through rough patches on the road to success until they found the answer in a remote company that handles their customer care.

This decision succeeded, and Netflix’s customer satisfaction scores have increased since outsourcing. Netflix credits its success to the high-quality service its offshore call center provides.


Airbnb is a website that allows people to rent out their homes to travelers. In 2014, Airbnb outsourced its customer support to a call center in Mexico.

This decision succeeded, and Airbnb’s customer satisfaction scores have increased since outsourcing. Airbnb credits its success to the high-quality service its offshore call center provides.

These are just a few examples of companies successfully outsourcing their customer support.

Customer Support and Increase Customer Satisfaction

Apart from the positive aspects described above, outsourcing customer service can increase customer delight as well. This is because remote call centers generally employ individuals proficient in your patrons’ languages.

This can aid in giving a more customized and user-friendly encounter. For instance, if you have European purchasers, you can assign your customer service to a telephone center in Ireland.

By using this approach, clients can converse with someone with a good grasp of their lingo and traditions, improving the overall experience and creating higher contentment amongst customers. The pros of outsourcing customer assistance generally exceed the drawbacks if you contemplate utilizing external help for your customer service.

The Best Practices of Customer Support

The goal behind the perfected strategies for customer support outsourcing is to ensure that companies can render excellent customer service while keeping costs low and enhancing operational competency.

If you’re thinking about outsourcing your customer support, here are a few best practices from success stories of companies that you can apply to yours.

customer service representative on a call in the office

Investigate Thoroughly

Utilize and learn from market researchers. To ensure you work with the right outsourcing provider for your business, you must look into all your options and find related sources or studies that can give you hard facts to scale your customer satisfaction.

Establish Definite Criteria

Be clear and set your criteria. Ultimately follow them. It is vital to delineate established standards with your supplier. Pay attention to measures of success such as the degree of assistance, the amount of time open for business, and the languages available for your diverse customers.


Keep track of your progress. Once you delegate your customer service, it is essential to analyze the outcomes. This will allow you to establish if the outsourcing call center provider meets your expectations.

By following these practices, companies can partner with reliable and experienced outsourcing providers, establish clear communication channels, implement effective training and quality assurance measures, and continually monitor and optimize their outsourcing strategy.

With the right approach, outsourcing customer support can be a valuable tool for businesses looking to grow and succeed in today’s competitive marketplace.

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