Customer experience (CX) has become one of the key competitive differentiators in today’s market. In an environment where products are similar and prices compete to the millimeter, the quality of service and the ability to resolve problems quickly determine whether a customer stays… or goes to the competition.
Technical support is, in many cases, the first point of contact after a purchase. It’s no longer just about fixing an error, but about supporting the customer throughout their experience, minimizing frustration, and offering effective, fast, and humane solutions.
In this context, many medium-sized and large companies in Spain are choosing to outsource their technical support as a way to improve their customer experience indicators without incurring additional costs or complicating their operational structure.
What is BPO technical support?
Outsourced technical support—also known as BPO Technical Support—consists of delegating this function to a specialized provider who manages:
- Level 1: resolution of basic questions, user guides, initial validations.
- Level 2: more complex incidents, remote technical intervention.
- Level 3: referral to engineering or development (in some cases).
This service can be provided via phone, chat, email, tickets, or WhatsApp, and typically includes tools such as CRMs, knowledge bases, conversational AI, and real-time monitoring systems.
Why outsourcing technical support can improve your CX
Customers don’t always need help during business hours. A problem can arise in the early morning, on weekends, or on holidays. Maintaining continuous support with in-house staff can be unfeasible for many companies.
BPO providers offer 24/7 coverage, with multi-channel teams and trained rotating agents, without incurring disproportionate costs.
This directly translates into improved average service times (ATR), shorter wait times, and higher customer satisfaction.
One of the key CX KPIs is FCR (First Contact Resolution), which measures how many cases are resolved within the first contact.
The higher the FCR, the better the perception of service. A well-trained support team equipped with the right tools can resolve more issues in less time, avoiding re-contacts, escalations, and frustration.
Key fact: According to Zendesk, a 1% increase in FCR can lead to an improvement of up to 3% in customer loyalty.
Training and updating internal support teams is costly and time-consuming. However, specialized BPOs already have:
- Agents with experience in technical support by sector.
- Rapid diagnostic protocols.
- Organized knowledge bases.
- Internal supervisors and coaches.
This allows for a faster start-up, a shorter learning curve, and more professional service from day one.
Serious providers operate under service level agreements (SLAs) and use tools that allow them to measure and improve CX:
- Automated satisfaction surveys.
- Sentiment analysis for calls or chats.
- Dashboards with KPIs such as NPS, CSAT, AHT, TTR, etc.
- Review of critical cases and continuous feedback.
This allows for detecting friction points, improving processes, and transforming operations into a source of valuable insights.
During launches, campaigns, massive bugs, or seasonal peaks, the volume of technical support can multiply. Having an oversized in-house team just in case isn’t cost-effective.
With an outsourced model, you can scale agents on demand, by the hour, or by project, with complete flexibility and cost control.
What indicators can you improve by outsourcing?
| CX Indicator | Expected Impact |
|---|---|
| FCR (First Contact Resolution) | +20% to +30% |
| CSAT (Customer Satisfaction) | +15% within the first 3 months |
| AHT (Average Handling Time) | -25% to -40% |
| NPS (Net Promoter Score) | Sustained monthly improvement |
| TTR (Total Time to Resolution) | Significant reduction |
How to choose the right partner?
Make sure your provider has:
- Experience in your industry or type of software/product.
- Technological capabilities (CRM, omnichannel, AI).
- Quality and monitoring protocols.
- Trained and supervised technical team.
- Compliance with GDPR and security standards.
Also, request: - A trial or pilot period.
- Access to dashboards and metrics.
- Escalation processes and real-time monitoring.
SAS BIC Outsourcing: Technical support with a strategic vision
At Outsourcing SAS BIC, we help technology, e-commerce, healthcare, insurance, and service companies in Spain offer high-quality technical support without compromising their profitability.
- Dedicated teams in L1 and L2 support.
- Bilingual agents, trained and skilled according to your product.
- Integration with your tools (Zendesk, Freshdesk, Salesforce, HubSpot, etc.).
- Flexible hourly coverage: 8 hours, 4 hours, or 24/7.
- Real-time monitoring and metrics.
Conclusion
Outsourcing your technical support isn’t about losing control: it’s about improving the customer experience with greater efficiency, quality, and responsiveness. With the right provider, you can reduce time, improve metrics, scale quickly, and strengthen your brand perception.
In a market where CX is the new competitive battle, having a professional and agile technical support team makes all the difference.
Do you want to improve your support indicators?
- Schedule a free diagnostic session.
- Find out how we can help you at outsourcing.com.co
Outsourcing SAS BIC – Technical support that connects, resolves, and builds loyalty.