Why Focus on CX in Outsourcing?

According to PwC’s 2024 Voice of the Consumer survey, 76% of customers say consistent service is essential to trusting a brand. That means outsourcing isn't just a way to reduce expenses—it’s a strategic lever to build brand loyalty.

Market Trends You Can’t Ignore

• The global CX outsourcing market hit $106.7 billion in 2023, and it’s growing at around 8.3% per year, projected to reach $171.8 billion by 2028 .

• The broader customer care BPO sector was valued at $77.1 billion in 2024, with a robust projected CAGR of 6.6% through 2030.

These are not vanity metrics—they reflect tangible business decisions and investments across industries.

Hard Benefits to Outsourced CX

Even after deducting the cost of outsourcing, metrics like efficiency and retention push ROI well past breakeven.

Building Real Connections (Not Robotic Interactions)

Striking the right balance between AI and humans is critical:

• 81% of customers prefer self-service tools, but only 53% report satisfaction when using them.

• First Call Resolution (FCR) remains vital: every 1% boost in FCR leads to 1% higher satisfaction, and a 1.4-point increase in Net Promoter Score.

Automation has its place, but quality human interaction still drives meaningful CX results.

3 Signs It’s Time to Outsource Customer Support

1. Your support team is overwhelmed with inquiries and missing SLAs.

2. You lack coverage for off-hours, weekends, or multilingual audiences.

3. You’re investing in DIY support tools but lacking consistent satisfaction upticks.

If these sound familiar, outsourcing can offer relief and scale—without compromising quality.

How Aeris Business Solutions Delivers Exceptional CX

At Aeris, we blend operational efficiency with a strong customer-first mindset:

• U.S.-based and multicultural teams give you consistency, reliability, and brand alignment.

• We track core KPIs—such as FCR, response times, satisfaction scores—to continuously improve support.

• We layer smart self-service options with quality human touch to create an ideal balance.

The result? Less anxiety over support functions and more trust from your customers.

Final Take

Both data and experience tell us that outsourced customer support pays dividends—not just in dollars but in satisfaction and loyalty. The key is choosing a partner who treats your brand like their own.

Ready to elevate your customer experience? Let’s set up a 15-minute chat to explore how outsourcing can transform your CX strategy—and your bottom line.

Sources:

1. PwC, Future of Customer Experience Survey 2024.
   https://www.pwc.com/gx/en/industries/consumer-markets/consumer-insights-survey.html

2. Statista, Customer Experience Outsourcing Market Size 2023–2028.
   https://www.statista.com/statistics/1279777/global-customer-experience-outsourcing-market-size/

3. Fortune Business Insights, Customer Care BPO Market Size Report 2024.
   https://www.fortunebusinessinsights.com/customer-care-bpo-market-107668

4. Zendesk, CX Trends 2024 Report.
   https://www.zendesk.com/blog/trends/

5. Harvard Business Review, Why Customer Service Should Be Everyone’s Job.
   https://hbr.org/2022/10/why-customer-service-should-be-everyones-job

6. McKinsey & Company, Customer Experience: New Capabilities, New Audiences, New Value.
   https://www.mckinsey.com/business-functions/growth-marketing-and-sales/our-insights/customer-experience-new-capabilities-new-audiences-new-value

7. Gartner, Customer Self-Service Usage and Satisfaction Rates.
   https://www.gartner.com/en/articles/5-steps-to-improve-your-self-service-customer-experience

8. Forrester Research, CX Index™: How CX Drives Business Growth.
   https://go.forrester.com/blogs/

9. Call Centre Helper, The Impact of First Contact Resolution on Customer Satisfaction.
   https://www.callcentrehelper.com/how-first-contact-resolution-impacts-customer-satisfaction-202115.htm