Customers are at the heart of a company's business. It is therefore crucial for any company to ensure good customer relationship management in order to retain them and obtain new orders through their recommendations. However, for many small businesses and SMEs*, it is difficult either to free up time to improve the customer experience and the quality of contacts by phone, mail or mail, or to hire one or more employees to take care of this task. The solution is to outsource this service to a customer relationship expert, most often an offshore service provider. It will take over all the management of this activity and will allow the TPE or SME to refocus on its main activity. This measure may be temporary to cope with temporary or permanent work overload in order to develop.