Customer Service Outsourcing

Efficiency, savings and customer experience worth praising

Outsourced customer service handles your customer contacts on your behalf, without compromising on quality. We can manage all your customer interactions or supplement your existing team as needed – in Finland and across the Nordic countries.

Get in touch – let’s build a solution together

Why outsource your customer service?

You can outsource your entire customer service operation or just parts of it. We promise that your customers matter to us just as much as they do to you.

1. FREE UP TIME AND ENERGY FOR YOUR CORE BUSINESS

Your customer contacts are handled promptly and professionally, so you can focus on what you do best.

2. SCALE UP OR DOWN AS NEEDED

When your needs change, our service adapts. We add resources quickly or scale back efficiently.

3. QUALITY IS NO COINCIDENCE

Our customer service team is trained and continuously developing. Feedback, SLAs and NPS scores don’t just sit in a report – they drive every working day.

4. CONTROL COSTS, GROW RESULTS

You pay only for the service delivered – no hidden costs, recruitment pressure or administrative burden.

5. SUPPORT ACROSS ALL CHANNELS

Phone, chat, email, social media. Your customers reach us easily and receive consistent, high-quality service.

Cooperation with Barona is forward-looking, open and fruitful. Improving customer service is important in our industry, and Barona is helping us to do that.

Riikka Vänskä

Barona has the desire and the will to develop skills, and that of course correlates with the development of skills.

Riikka Vänskä

Director of Consumer Services, Telia

Challenges we’ve solved

As a company grows or demand fluctuates, internal resources can no longer keep up. With outsourcing, customer service stops being a bottleneck and becomes a continuously scalable asset.

When agents are uncertain or struggling, the customer experience suffers. An important message can go unresolved – and the customer moves to a competitor.

Even short spikes can overwhelm in-house teams. We plan ahead, respond quickly and address the root causes of queues – not just the consequences.

When customers reach out across multiple channels, information must not get siloed. We unify channels into a coherent customer experience and provide transparent reporting.

Customer service outsourcing solutions from Barona

Channel strategy development and optimisation

Partial or full customer service outsourcing

Overflow services

Specialist customer service

Back-office customer service and order processing

Sales-oriented customer service

First Line and Second Line customer service

Switchboard and first response services

What kind of customer service setup do you want to build?

Our outsourcing solutions are always tailored to your needs.

When should your customer service be available? Our teams can work around the clock if needed.

At your service – in Finnish, Swedish and English as standard, with other major European and Scandinavian languages available, including Spanish and Norwegian.

Operating outside Finland? Barona can manage your customer service across the Nordic countries, either as a unified or country-specific service model.

Does your volume fluctuate? Whether you need full or partial outsourcing, coverage of a specific channel or overflow support during peak seasons, we tailor a solution to fit. Capacity scales hour by hour, from one busy period to the next, or in line with your business growth.

We can build a team specialised in a particular customer service area, or assemble a multi-skilled team that moves smoothly between tasks and channels as demand requires.

Meet your customers where they are. Phone calls, emails, chat – but equally video, social media, SMS and WhatsApp. We design the channel strategy with you, and can bring AI and automation into your customer service too.

Barona’s service centres

A unified management model, a multilingual team of customer service professionals and processes proven to deliver results – this is how outstanding customer experience is created.

1400

customer service professionals across our service centres, specialising in various industries

OVER 10 MILLION

contacts handled annually across our service centres

CUSTOMER SERVICE CENTRES IN 4 COUNTRIES

Customer service is our core expertise and at the heart of our business. Our service centres in Finland, Sweden, Poland and Spain – with hundreds of dedicated customer service professionals – are our pride and joy.

Read more about how our service centres operate

What our clients say about outsourcing

Outsourcing has helped us finally sort out things we’d been meaning to address for a long time. I can honestly say I’m relieved, satisfied and happy with how smoothly it’s gone.

Anne Manninen

Outsourcing has helped us finally sort out things we'd been meaning to address for a long time. I can honestly say I'm relieved, satisfied and happy with how smoothly it's gone.

Anne Manninen

Customer Service Team Lead, Kaisanet

Read about Case Kaisanet

Barona is a reliable and proactive partner whose quality of work we can count on.

Taru Suoranta

Barona is a reliable and proactive partner whose quality of work we can count on.

Taru Suoranta

Taru Suoranta, John Nurminen Foundation

Let’s find the right outsourcing solution for you

Looking for an outsourcing solution that fits your needs? We’d be happy to help. Get in touch with our outsourcing specialists.

What makes our customer service quality stand out?

Many of our clients are surprised by how much more effectively and productively our customer service performs compared to their own in-house team.

The biggest surprise, however, is the quality. Time and again, our clients’ customers give top ratings to the service they receive. What is our secret? The problem-solving capability of our customer service staff and the thoroughly refined processes that underpin everything we do.

It is a point of professional pride for us that your customers get their issues sorted in a single contact. We approach every interaction carefully and with a focus on resolution. Typically, once a Barona team takes over customer service, repeat contacts from end users decrease.

At Barona, customer service agents focus solely on customer service, and team leaders focus entirely on guiding and coaching their teams. There are no extra duties of the kind that burden in-house teams – the focus stays firmly on the customer.

We have dedicated resources for team management, competence development and staff wellbeing. We invest in technology and continuous improvement so that your customer service remains efficient and of high quality.

Customer service is above all about problem-solving ability – but great service also comes from wellbeing and a positive attitude. Barona’s decades of recruitment expertise means that every customer contact is answered by a capable, engaged professional.

How is outsourced customer service priced?

The pricing of a customer service outsourcing solution depends on factors such as the volume of customer contacts, service hours, the skill requirements of the customer service team and the agreed KPIs – which may relate to service levels or quality standards.

Pricing can be time-based or performance-based, where the service is priced according to the number of contacts or tickets handled. A success element is often incorporated as well: measuring the quality of the service or the results delivered through sales-oriented customer service.

There are several pricing models, and the right one is always agreed upon together.

Regardless of the model, client feedback and decades of experience in delivering outsourced services show that outsourced customer service is more cost-effective than an in-house operation. The actual costs are lower and the results are better.

Frequently asked questions about customer service outsourcing

Customer service outsourcing means that a company transfers its customer service operations – fully or in part – to an external provider. The aim is to improve efficiency, enhance the customer experience and free up internal resources for higher-priority tasks.

Outsourced customer service brings flexibility, improves response times and ensures consistent quality across all channels. It is particularly valuable when internal resources are stretched or when you want to improve the customer experience in a cost-effective way.

Yes. A reliable partner ensures data security, GDPR compliance and a high-quality customer experience. Our customer service processes, technology and reporting are transparent and fully under the client’s control.

You can outsource phone support, email, chat, social media customer service and more complex back-office functions. Barona builds the solution to fit your needs – for a single channel or your entire customer service operation.

Start-up time depends on the scope and requirements of the service, but we can often get things started within a few weeks. A clear onboarding process, an experienced project team and established ways of working all support a smooth launch.

Our other outsourcing services

Our outsourcing services cover a wide range of business functions. You can hand over your support operations to us and concentrate on your core business – flexibly and under full control.

IT Outsourcing
Barona tarjoaa kustannustehokkaat IT-ulkoistamisen ratkaisut.

IT Outsourcing

Reliable and cost-effective IT service outsourcing. Support available around the clock.

Sales Outsourcing

Sales Outsourcing

Outsourced sales brings scalability and results quickly. We deliver quality customer interactions and sales outcomes that make a real difference.

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