Strategic Outsourcing in Fintech: How to Choose the Right Customer Support Partner

11th Feb 2026
Strategic Outsourcing in Fintech: How to Choose a Customer Support Partner In financial services, customer support is a critical line of defense for compliance and brand reputation. Research indicates that banking institutions lose up to 20% of their customer base solely due to poor customer experience.  As customer expectations are growing, ensuring the desired quality of support services in-house has become a challenge for fintechs. That’s why today, outsourcing can be viewed as a strategic move to secure operational resilience and 24/7 compliance coverage.  In this article, we will talk about the business value of customer service outsourcing, highlight the key criteria for selecting a partner, and share a list of reliable providers. Strategic Goals That Signal It's Time to Outsource Strategic roadmaps of fintechs often outpace their operational capacity. That’s when external partnerships become essential to bridge this gap. Here are three goals that signal the need for a specialized provider. Goal 1. Achieve Unconstrained Growth Scalability on demand. Outsourcing allows you to absorb sudden market spikes (like a crypto rally or tax season influx) without the overhead of internal hiring cycles. Geographic expansion. Entering new regions requires instant language capabilities. Partners provide easy access to global markets without the administrative burden of establishing local entities. Goal 2. Build Unshakeable Customer Trust Always-on availability. Outsourcing partners ensure 24/7 coverage and help prevent minor account issues from escalating into public relations crises overnight. Consistent quality at scale. A vetted provider maintains strict SLAs and compliance standards. As a result, even your millionth customer receives the same level of care as your first. Goal 3. Optimize for Focus and Efficiency Access to specialized talent. Modern support requires expertise in KYC, AML, and technical troubleshooting. Outsourcing grants immediate access to these skill sets. Operational leverage. Thanks to outsourcing, your core leadership can focus on product innovation and strategy, instead of daily ticket resolution. Best Customer Support Outsourcing Companies for Financial Services Here are the top-tier outsourcing providers. All of them have gained a reputation as reliable partners for fintech businesses. Simply Contact Simply Contact is a leading fintech customer support outsourcing company. With 12+ years of experience with a specific focus on banking and fintech, the team has accumulated a strong understanding of financial products and regulations. Unlike generalist call centers, Simply Contact employs agents trained specifically for the financial sector. The company provides omnichannel multilingual customer service that goes beyond simple troubleshooting.  This includes document verification, KYC processes, AML monitoring, trust & safety operations, as well as resolving issues related to digital payment systems and neobanking platforms. Simply Contact’s agents are available 24/7 to ensure that your customers will get immediate support in any high-stakes situations like fraud alerts or system outages. The firm holds multiple internationally recognized certifications, including PCI DSS, ISO 27001, and ISO 27701. Its operations are compliant with global data privacy regulations, like GDPR. In addition to this, the company reports a Quality Assurance score of >90% and a First Call Resolution rate of 80%.   Alorica It is a global customer experience and BPO provider with tailored fintech support for banking and payments. Alorica specializes in the high-stakes Digital Trust & Safety niche. The company handles complex lifecycle stages, including fraud prevention, identity protection, and loan servicing. The Alorica IQ team uses AI for a wide range of tasks, including automation of PIN resets and customer onboarding. The company’s operations are fully compliant with PCI DSS 4.0, ISO 27001, SSAE 18 Type II, and SOC 2. Allorica is known for its proactive threat detection systems that resolve millions of fraud cases annually. TaskUs This digital-first BPO partner specializes in high-growth fintech and digital finance companies. TaskUs supports major cryptocurrency exchanges, NFT platforms, and unicorn payroll providers. The provider’s core expertise includes real-time transaction monitoring, merchant triage, crypto-wallet support, and complex chargeback/dispute management. TaskUs operates with a specialized FinCrime & Compliance division. The team integrates advanced safeguards into emerging tech stacks and ensures compliance with PCI DSS and global Anti-Money Laundering (AML) regulations. Concentrix It is a BPO company focused on future-proofing financial compliance through heavy automation and deep regulatory talent. The company focuses on Anti-Financial Crime (AFC) solutions that include complex KYC/KYB workflows, suspicious activity investigations, and advanced recovery/collection services for digital lenders and traditional banks. Concentrix holds PCI DSS, ISO 27001, and ISO 9001 certifications, as well as applies proprietary AI platforms to minimize human error in compliance tasks. Atento This Latin American and global BPO provider offers specialized customer care solutions for financial services. Over 30% of Atento’s global revenue comes from the financial sector. The company is particularly strong in the credit lifecycle. Its experts can deal with inquiries related to everything from digital sales and credit application processing to complex debt collections and recovery. They work with 6 of the world’s largest banks and top-tier regional fintechs. Atento’s operations are governed by ISO 27001, ISO 22301, and PCI DSS. How to Choose a Fintech Customer Support Outsourcing Partner Financial regulations and data sensitivity make the cost of failure distinctively high. That’s why selecting a partner for fintech support is significantly more rigorous than general BPO selection. Use this checklist to validate whether a provider is truly prepared to handle financial workflows. Prioritize proven FinTech experience. Make sure that the provider has a verifiable track record with neobanks, payment processors, crypto platforms, and other fintech projects. Verify security and regulatory compliance. Look for ISO 27001, SOC 2 Type II, and PCI-DSS compliance. Assess incident and escalation readiness. Review the provider’s playbooks for critical events (fraud alerts, system outages, security breaches, etc.). Demand transparent SLAs and performance metrics. Define distinct targets for First Contact Resolution (FCR) and Average Speed of Answer (ASA). Ensure omnichannel and in-app support coverage. The provider must be able to integrate with your specific stack for in-app messaging and chat. Confirm language and cultural fit. Agents should possess the cultural nuance and native-level fluency required to de-escalate stressed users. Final Word When users trust an app with their life savings, even one unresolved issue can lead to a retention crisis. Therefore, you shouldn’t view your investment in customer support as just an extra expense. It is a key to stability and risk control. Success greatly depends on selecting the right partner. It should be done based on a range of serious criteria, including proven compliance, data security, and deep industry expertise. Long-term value is generated through a true partnership that integrates with your growth strategy. We strongly recommend investing time in due diligence to ensure your support infrastructure accelerates business scaling and eliminates hidden liabilities.