Support you can outsource
- Inbound phone, email, chat and social messages.
- Order, delivery and returns queries.
- Technical first-line support.
- Out-of-hours and peak-season cover.
- Multilingual support for international customers.
- Outbound calls such as appointment reminders.
Standards and data security
- ISO 18295 sets requirements for customer contact centres.
- PCI DSS applies if agents handle card payments.
- GDPR and UK GDPR: you need a processing agreement, and safeguards if data goes outside the UK or EU.
- Ask about ISO/IEC 27001 certification, call recording rules and access controls.
Read outsourcing and the GDPR.
How to compare providers
- Agree service levels: response times, resolution times and quality scores.
- Ask how agents are trained on your products and tone of voice.
- Check language skills and time-zone coverage.
- Make sure you keep ownership of your helpdesk and customer data.
- Start with a pilot and listen to real calls or read real chats.
What affects the cost
Channels, hours of cover, languages, volume, complexity and location of the team. Providers price per agent, per hour, per contact or per resolved ticket.
Last updated: 16 October 2026
