Where to Build Your Tech/SaaS CX Dream Team

Ever wondered where in the world you can find the perfect talent pool to build your Tech/SaaS CX?

Welcome to the Ethical Source, where we explore the A-Z of building global teams, CX news, and the future of outsourcing. If you are new to the world of ethical outsourcing this newsletter is for you.

This week’s edition: Where to build a CX team for my Tech/SaaS company.

Where should I hire Tech support??

Whether you are looking to expand your CX team or build it from scratch, there are a few locations in the world known to have qualified professionals able to provide outstanding customer experiences.

1. The Philippines

The Philippines remains one of the top destinations for outsourcing customer support services, thanks to its large pool of English-speaking and tech-savvy workforce.?

According to this study, “In recent years companies in the Philippines have begun to specialize in customer experience management (CEM), which involves creating a positive and consistent experience for customers across all touchpoints”.

The BPO industry is one of the fastest growing sectors in the Philippines creating well-paying jobs for talent while remaining a cost-effective solution for foreign companies.

2. India

Known as the second-largest English-speaking population in the world, India offers a pool of professionals who specialize in IT.?

India is the Philippines' primary competitor in offering quality customer service to tech companies due to their call center expertise. India produces a significant number of IT graduates annually due to its large population and focus on technical education.?

Their professional and educational background helps them have a deeper understanding of customer service best practices. Looking for a cost-effective and efficient solution, companies like Amazon, Microsoft, and Google have opted to outsource part of their operations to India.

3. Mexico

Businesses around the world have tapped into Mexico’s potential by outsourcing their CX and tech teams. Mexico City and Guadalajara have distinguished themselves as centers of robust tech communities, earning them the name Mexico’s Silicon Valley.

Mexico’s highly skilled workforce offers diverse expertise. Many Mexican professionals possess valuable experience working with multicultural teams in a bilingual setting. Each year, an increasing number of companies in the U.S., Canada, and South America are opting to build their global teams in Mexico.

The CX industry in Mexico generates around 780,000 jobs with more than 160,000 professionals working with American and Canadian companies.?

4. South Africa

As an emerging stand-out destination for customer experience services, Tech and SaaS organizations worldwide are increasingly turning to South Africa to outsource a portion of their operations, particularly in customer support.?

With a varied talent pool, multilingual (English, German, French, and Dutch) professionals, and access to technological infrastructure, South Africa is emerging as an attractive destination for CX delivery.

South Africa’s potential for impact sourcing has also spiked some organization’s interest, with an unemployment rate of around 31% this presents an opportunity for businesses to make a significant social impact while meeting their CX needs.? Read how our client Caraway built their own CX team in South Africa here.

5. Canada

The quality of customer experiences Canadians have to offer is exceptional hence their reputation for providing friendly and empathetic services. Canada is an interesting location due to its large bilingual (English and French) talent pool and proximity to the US.

Although Canada’s standard of living is higher than the countries mentioned above, hiring Canadian professionals is still more affordable than other English-speaking countries like the UK or the US.

Multiple locations offer unique advantages for tech companies looking to scale their customer experiences. If you are interested in building your specialized CX team with global talent, reach out and let Boldr worry about the recruiting, HR, and legal employer requirements.

Stay tuned for our next article: How to build a CX team for Tech and SaaS companies.