How can organisations keep service quality high when customer service is outsourced?

Quality issues typically arise when expectations are not clearly defined or measured. Shared quality frameworks, regular interaction reviews and targeted coaching help external teams understand standards and keep performance improving over time.

How do you maintain brand voice and empathy with outsourced agents?

Agents need specific guidance, not just high-level instructions. Detailed tone-of-voice documents, concrete examples of good responses and periodic calibration sessions give agents reference points so they can mirror the desired style and level of empathy.

What helps prevent loss of visibility and control over an outsourced customer service operation?

Loss of control is usually a reporting and governance problem. Real-time dashboards, agreed KPIs and regular review meetings keep internal teams aligned with what is happening in the outsourced operation and make it easier to intervene early when needed.

What are the main data security risks in customer service outsourcing, and how can they be reduced?

Customer service teams work with personal and transactional data, so uncontrolled access or weak processes increase risk. Role-based access controls, encrypted communication, audits and clear incident procedures help reduce the likelihood and impact of security issues.

How can companies avoid hidden costs when outsourcing customer service?

Unexpected costs often appear when scope and assumptions are vague. Documenting expected volumes, channels, languages and responsibilities, and agreeing in advance how changes will be priced, helps keep total cost-to-serve predictable over time.

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Overview

Infosys BPM customer experience is the engine for large scale, AI led CX reinvention. We reimagine global enterprises’ customer engagement from a linear, cost-centric function to a data-driven, outcome-oriented value ecosystem.

Our CX model integrates experience design, digital channels, commerce, customer service, analytics, and AI operations into a single execution framework. Powered by Infosys Topaz, our AI first framework, we operationalize intelligence across the customer journey—from self-service at scale to complex, human assisted interactions. By moving beyond fragmented, linear CX models, we enable a unified, AI-led CX ecosystem that delivers measurable business outcomes.

Key stats

13,000+ Global customer experience professionals

130+ Clients across industries and geographies

47 Global delivery centers in 16 countries

33+ Languages with 24X7 support

36M+ Customer interactions handled annually

100+ AI-deployed accounts spanning various industries

Client insights

Partnering for success: Infosys BPM & Sally Beauty Holdings, Inc. digital evolution

MS Amlin transforms customer engagement with AI-powered ServiceNow virtual agent

Hain Celestial builds a global tier 1 IT service desk with Infosys BPM

Why choose Infosys BPM customer experience?

Customer experience is at a fundamental inflection point. We address the disruption by shifting CX from linear service delivery to an Al-orchestrated, insight-led, and outcome-centric operating model, where automation, intelligence, and human expertise work in unison. Our CX transformation model is anchored on four execution pillars.

Al-driven customer journeys

Orchestrated omnichannel journeys powered by conversational Al, predictive analytics, and agentic workflows—enabling proactive, personalized, and context-aware engagement across voice and digital channels.

Zero-touch, digitally contained operations

Automation-first CX models leveraging Al containment, intelligent workflows, and RPA to deliver 30-50% touchless resolution across repeatable and mid-complexity interactions, while improving speed, accuracy, and consistency.

Al-augmented, agile talent models

Future-ready service workforce enabled by agent copilots, real-time decision support, Al-driven training simulators, and next-gen workforce management—significantly improving AHT, FCR, and agent experience.

Simplified, harmonized global delivery

Standardized global CX frameworks, platform-led governance, and outcome-aligned metrics that ensure consistent customer experience at scale—without regional fragmentation.

Customer experience transformation philosophy focuses on four key pillars: