Listen to the interview below:
The rising cost of hiring, coupled with increased rents and insurance premiums, is putting pressure on businesses across Ireland and the UK. Many organisations are now exploring outsourcing as a way to maintain service quality while reducing operational costs.
For years, outsourcing customer service to countries like India and the Philippines has helped companies access skilled teams at a fraction of the cost of maintaining local operations. The model is straightforward: dedicated, well-trained teams handle calls, emails, and live chats on behalf of Irish and British businesses, often delivering performance that meets or exceeds in-house benchmarks.
But the conversation is evolving. A new wave of technology, particularly AI-powered voice assistants—is changing what outsourcing can achieve. For sectors with high call volumes, AI offers an opportunity to handle routine interactions instantly, reduce wait times, and significantly lower costs. Crucially, advancements in natural language processing are making AI voices more realistic and capable of managing nuanced customer queries.
This blend of human expertise and AI automation is opening the door for hybrid solutions: AI handles repetitive tasks while skilled agents step in for more complex cases. The result? Lower costs without sacrificing customer experience.
Expanding Outsourcing Beyond Customer Service
Beyond customer service, outsourcing has expanded into more specialised, high-value roles. Many businesses are now accessing skilled professionals in areas such as accounting and finance, IT, and broader business process outsourcing (BPO). This approach not only addresses talent shortages but also allows companies to scale quickly and strategically without the overheads associated with local hiring cutting costs up to 70%.
In a recent interview with Newstalk, industry insights were shared on how AI is being integrated into outsourced customer service for Irish clients, delivering tangible savings and increasing operational efficiency. You can 🎧 listen to the interview below:
For businesses facing tight margins and increasing competition, now is the time to re-evaluate customer service strategies and beyond.
The right outsourcing partner combined with the right technology can help reduce costs by up to 70% while maintaining high service standards.
If you’re exploring ways to streamline operations, improve customer experience, and protect your bottom line, get in touch with our team to learn how these solutions could work for you.
