Auxis & Grant Thornton join forces to set a new standard for modern advisory.
Auxis & Grant Thornton join forces to set a new standard for modern advisory.
A great customer service experience turns shoppers into buyers, buyers into repeat buyers, and repeat buyers into loyalists. But exceptional service now faces exceptional demand: instant resolution, personalized engagement, and 24×7 availability across channels like phone, email, and chat. Straining under these pressures, customer service organizations frequently struggle with historically high turnover rates that hurt consistency and degrade the customer experience.
Auxis Grant Thornton’s outsourced customer support services help you solve these challenges and drive topline revenue growth. We manage full-scale inbound customer operations—from product inquiries and order management to issue resolution, IT service desk requests, and beyond. By infusing our digital support solutions with AI-powered automation and robust analytics, we increase operational efficiency, personalize interactions, and transform customer data into a competitive advantage.
Operating from top nearshore hubs, we reduce costs without sacrificing quality, pairing time-zone alignment and strong English proficiency with proven operating best practices. Our recruiting and retention strategies keep attrition well below industry averages, making it easy to seamlessly scale support to meet demand. Partnering with Auxis Grant Thornton elevates your customer experience to build the lasting loyalty that drives profitability.
- Source: Qualtrics 2025 Consumer Trends Report
Auxis provides a full range of inbound customer service outsourcing services, including:
Order & payment processing through all channels (phone, email, online, chat, self-service portals).
Accurate, up-to-date, error-free product data to answer queries and minimize returns.
Issues/complaints management, shipping inquiries, etc.
Product returns and exchanges, quality control, etc.
Collections, cash application, and customer master data maintenance.
Product technical support, tier one end-user support and troubleshooting, issue and problem management through resolution, etc.
Virtual store audits and coaching, action reports, follow-up reviews, and sophisticated analytics.
Employee administration, HR help desk, and employee support.
Order & payment processing through all channels (phone, email, online, chat, self-service portals).
Accurate, up-to-date, error-free product data to answer queries and minimize returns.
Issues/complaints management, shipping inquiries, etc.
Product returns and exchanges, quality control, etc.
Collections, cash application, and customer master data maintenance.
Product technical support, tier one end-user support and troubleshooting, issue and problem management through resolution, etc.
Virtual store audits and coaching, action reports, follow-up reviews, and sophisticated analytics.
Employee administration, HR help desk, and employee support.
Leveraging our extensive experience as advisors, BPO operators, and industry veterans for more than 25 years, we bring unmatched insights into the best practices and operational strategy for achieving breakthrough performance faster and more cost-effectively. With end-to-end process transformation capabilities, innovative technology solutions and multichannel communication methods, we excel at helping customer service organizations boost customer loyalty, adapt to modern challenges, and contribute to topline revenue growth.
We are nearshore outsourcing pioneers, recognized annually on IAOP’s Outsourcing Global 100 list, and continue to stand out as one of the only market leaders with a robust nearshore model. Our global delivery platform in top Latin American hubs like Costa Rica and Colombia combines significant labor arbitrage with high-quality talent, cultural alignment, outstanding English proficiency, and time zone compatibility – driving the real-time communication and collaboration essential to supporting customer service activities.
Our location in top nearshore markets ensures outsourcing doesn’t sacrifice performance. Partnering with Auxis delivers a deep bench of highly educated talent that helps you beat historic turnover rates and delivers the critical-thinking skills needed as organizations start to outsource more complex, judgment-intensive processes. Our teams also provide outstanding English proficiency, avoiding miscommunication that can impact service delivery at other BPO locations.
We understand the unique demands of your industry – and we tailor our solutions to meet your distinctive needs. Whether that means processes that merge efficiency with HIPAA compliance for healthcare organizations, collections models that help CPG companies meet the billing demands of big box retailers, workforce operational support specifically designed for the restaurant industry, or other industry-specific services, our practical solutions are designed to help you attract and retain a loyal following that drives profitability and growth in your industry.
We take a business-led approach to technology innovation in your customer service department, strategically layering intelligent automation, machine learning, generative AI, and more to support business goals. We also deliver best-in-class analytics tools offering real-time insights aimed at helping you improve your customer service strategy and performance.
Your success is our success. We tailor our nearshore customer support outsourcing services to match the challenges and opportunities unique to your business. Through our high-touch delivery model and flexible, results-driven approach, we become an extension of your team – optimizing customer service processes, elevating operational visibility, and holding ourselves accountable for value realization.
At Auxis, we adapt to your current systems like CRM or order management tools while suggesting additional best-in-class tools to drive higher levels of efficiency, automation, and real-time insights. That includes a full suite of process automation, AI, analytics, and productivity technology, such as:
Customer service outsourcing occurs when a company partners with an external provider to handle customer support tasks such as answering inquiries, troubleshooting issues, and managing communications across various channels. The outsourced team works closely with the company to deliver consistent, timely support while integrating with internal systems and processes. Quality providers also provide access to best practices, cutting-edge technology like AI and automation, and optimized operations that help businesses scale support efficiently and focus their resources on core operations.
Outsourcing customer service to a quality provider can reduce costs, provide access to skilled support agents, enable 24/7 coverage, and mitigate high turnover in the U.S. that impact consistency, costs, and performance. It helps businesses scale quickly during peak demand and improves response times through specialized teams and optimized processes. Additionally, outsourcing can provide instant access to emerging technologies like AI and automation without a big upfront investment, improving customer experiences with personalized, faster response. Combined, these benefits allow companies to prioritize other business activities while still maintaining high-quality customer interactions.
Outsourcing can improve customer satisfaction by providing faster response times, more personalized service, multilingual support, and around-the-clock availability. Skilled agents trained in service best practices can deliver consistent interactions without compromising quality. Customer service outsourcing also enables businesses to scale support as needed, thus reducing wait times and improving the overall customer experience.
Outsourced customer service teams can typically support a wide range of channels, including phone, email, live chat, social media, SMS, and AI-driven self-service. Top-quality providers also offer omnichannel support that allows customers to move seamlessly between platforms while receiving consistent, integrated, personalized service.
Customer service outsourcing may be a good fit if you are experiencing high call volumes, need 24/7 support, want to reduce costs, experience high turnover, or lack the internal resources to scale. It is also helpful if your team struggles to maintain response times or deliver consistent service.
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Our Auxis Customer Support Center of Excellence (COE) works behind the scenes to ensure exceptional customer satisfaction. With deep industry knowledge and extensive experience implementing similar services across a wealth of clients, we supplement our core solutions with additional, value-added capabilities to ensure that our customer service team performs at peak levels. We also provide coaching and quality management to identify and address any team members or areas that need additional support. Our COE Services include:
We work with you to establish staffing schedules, monitoring and updating forecasts about staffing needs. We also manage workforce schedules in real-time: for example, staggering employee breaks and adjusting to changes in contact arrival patterns, contact types, break schedules, etc.
We help define quality standards aligned with your expectations and requirements. We perform ongoing customer contact monitoring, evaluation, and performance reporting based on these standards and requirements, identifying any areas that require additional focus or support.
We provide initial onboarding and training for new hires. We also perform spot coaching for skills or process refreshes/updates based on inputs from the Quality Control team.
We create and maintain all process and procedural documentation for trainers, agents, and end-users to reference. We also create and maintain documentation that enables individual research and issue resolution in the self-service portal.
Auxis will work with you to define a strong service-level agreement (SLA) framework customized to your specific needs and drivers. When you outsource customer service, important SLA metrics often include:
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Great experiences turn shoppers into buyers and buyers into loyalists. That’s something we can all get behind. Auxis can help.
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State of the GBS and Outsourcing Industry in Latin America
