My office used to be next to the PhD students and so often I would come across one of them looking disappointed after a meeting or nervous before the next, or hiding from their supervisor altogether. And obviously when I was a student I would be surrounded by students that complain about their supervisors (including me).

I don’t have any superior knowledge about communication but here are some comments I have given students quite often so I might as well write it down.

While most of this is from my conversations with students, I’m adding some Dos and Don’ts from a supervisor perspective at the end.


Step 1: Set objectives and expectations

Why are you disappointed after or apprehensive before a meeting? Probably because you didn’t achieve (are afraid of not achieving) what you wanted to achieve. And what do you want to achieve?

It’s important to give it a bit of thought because

  • Knowing what you want allows you to allocate energy and time, for preparation but also at the meeting (e.g., you want to get feedback for your presentation but also for that other draft with a deadline that they don’t know about)
  • Some objectives contradict each other so you’ll need to prioritize one over another (e.g., getting a lot of feedback vs. convincing your supervisor that you are the best and independent and hence need little supervision)
  • Sometimes you’ll realize that what you want to achieve is not particularly useful (e.g., professionalism will make the meeting for your supervisor easier and more enjoyable than jokes even if they laugh about them)
  • Being explicit about goals allows you to not forget some of your goals during the meeting (e.g., asking about the name of that conference or command… and then afterwards you get stuck immediately again)
  • Objectives that you haven’t consciously thought about can make you emotional and less able to learn (e.g., what you really want is your supervisor to tell you how great you are) so you should make a conscious decision about how important they really are
  • Some objectives are better achieved if your supervisor prepares – but you do need to tell them in time (e.g., how did they compute that thing in their paper 20 years ago?)
  • Some objectives are more useful for you, others are useful for both of you (e.g., confronting your advisor first is harder on you but ultimately better for your relationship than complaining to others). Which ones do you prioritize?


Step 2: Identify communication problems

There are 1 million blogs and books about how to communicate better so you better figure out which ones you want to read. To do so you may ask yourself questions such as

  • What is it that throws you off the path? If it is something they say or the tone they say that, what triggered them saying that? (e.g., you always start crying when they say “why didn’t you”…) How did you react and is there a better reaction you could have?
  • What is it that you have difficulties saying? (e.g., you wish you could say no when they ask you to update those unrelated slides)
  • Where do your meetings get stuck? (e.g., they always end up saying “these specifications are wrong. Come back when you fixed that and we discuss more” after 5 minutes and the meeting ends)


Step 3: Prepare

As with anything in life, preparation makes meeting with your advisor easier, more useful, and probably more pleasant for both of you.

  • Procrastination: Really not wanting to prepare probably means that you are nervous and dread the thought of the meeting, which means that it’s even more important to prepare. Go do something nice to make the tension go away and if that doesn’t help procrastinate by writing a to-do list for your meeting prep.
  • Content: Make sure you know or have ready all your need to achieve your goals from step 1. Props cannot hurt (notes, slides, numbers) and you don’t need to show them if you end up not wanting/needing to. Examples are helpful if your advisor has trouble understanding your problems, and really generally are.
  • Communication: Google your problem from step 2 and see what experts have to say about it. Make sure you know the triggers so that you can spot them coming on during the meeting, and have a plan of what to do. If you know you’ll get emotional then practise your response so that you won’t have to think and stumble in that moment (e.g., saying “that was a mistake and I’ll fix it until our next meeting. Now I do have these other 3 questions I want to ask before I go” and knowing what the 3 question are). A way to gain time while you look for your response is to take notes, also because it allows you to repeat their words back, which gives you a chance to see if you understood correctly.
  • Take notes: Write your advisor beforehand if you would like them to prepare. Write them a summary afterwards so that they know what exactly you understood, and that they didn’t waste their time. Read that summary before the next meeting so that you can check whether you have done everything you promised and call them out on things they promised.


Bonus: Dos and Don’ts with me (to be updated as things happen)

Careful, my taste may be very different from that of others. There is a reason for any for these and mostly that reason is “I once did an R&R where I wasted a year of my life because I didn’t do this”.


Take notes about EVERYTHING. My notes say things like (and then I spotted this and asked XX and he said it may be that and I started looking at it but noticed a typo so I correct the typo first, then I see another typo down in the code and know that it’s also in this other code so I open that one etc. in a better format).

Give me examples. You may give me the best summary of your problem but I’m anchored with something else and go off to a completely wrong direction.

Tell me what you want from me. I can still say no. Some things you may find outrageous but I don’t at all. I find other things that you actually do outrageous all the time so don’t be afraid of that.

Same applies for criticism. If you dislike the way I manage our project, point it out rather than letting me guess why you are annoyed.

Celebrate mistakes and tell me about them. Mistakes are what you learn from, plus every mistake you find now is one less your referee can find.


Do not start chatting with me on slack or skype or with a one-liner email that doesn’t allow me to solve the problem without further communication. That is: tell me what you would like me to do, why you need that before our next meeting, and give me enough information to make a decision or solve your problem.

If you have a complex problem ask me for a brief meeting instead of starting a chat.

I hate waiting. Do not miss your meeting or agreed deadlines without apologies. Apologies are fine and mostly acceptable.

I prefer if you refer to others either by their first name or as Dr/Prof/Mr/Ms X. I dislike referring to people only by their last name.

If you choose not to take my repeated advice tell me your reason. Even if I don’t agree I will accept it instead of wasting my time in repeating the same advice to you.


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  • helpware September 25, 2023 at 7:07 am

    Top 10 Customer Support Outsourcing Companies
    in 2023 | Helpware
    Outsourcing customer support is a great way to provide affordable but reliable service to your
    clients. Whether for voice or non-voice applications, there are plenty of excellent customer
    Written by Dana Mahoney
    Sunday, Jan 22
    Table of Contents
    Outsourcing customer support is a great way to provide affordable but
    reliable service to your clients. Whether for voice or non-voice applications, there
    are plenty of excellent customer support outsourcing companies that fit every requirement.

    But then again, why even think about outsourcing?

    Isn’t local talent good enough to provide the service needed by a company’s customers?
    Plus, wouldn’t it be a disservice to customers if
    a company farms out its frontline operations to contractors?

    What Is Customer Support Outsourcing?

    By now, the best customer service companies should know the value of customer support and why it’s an essential cog in an organization. Like sales and marketing, customer
    service should already be in play during a company’s first day, as they are the group that comes into
    direct contact with clients.
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    However, it’s also a way to instill loyalty and
    generate additional sales. To do so, an outsourcing company
    must have its support team available whenever the
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    Advantages of Customer Support Outsourcing
    Admittedly, not all company startups have leaders who are experts in every facet of their operations.
    Given their many responsibilities, many startup founders accept that they can’t do everything themselves.
    Non-core competencies such as customer service can benefit from outsourcing.

    Turning the service over to competent experts lets
    companies benefit from a bigger source of talent from all
    over the world. At the same time, companies that outsource customer support
    enjoy reduced payroll without sacrificing service quality.
    Other benefits of outsourcing include:
    More Opportunities to Grow the Business
    By assigning customer support to expert outsourcing service providers,
    leaders can instead turn to scaling the business.
    Overseeing the day-to-day operations can already take much
    of management’s time, and customer support is equally demanding.
    To help executives focus on the big picture, they’ll need to partner
    with the best service companies that know what they’re doing.

    Enhance Customer Experience
    Given the opportunity to communicate and interact with customer service, many
    customers will express their satisfaction in getting their
    voices heard. If customer service companies and their team address customers’ issues in a satisfactory way,
    they’re more than likely to remain customers.
    A pleasant customer experience will almost always lead to longer retention and a significantly higher customer lifetime value (CLV).
    This isn’t to say a stellar customer experience is only possible through outsourcing.
    Rather, the chances of improving customer satisfaction come with
    a continuous and consistent level of service.

    Providing a highly specialized, dedicated team of professionals
    from day one is a great way to achieve this quickly.

    Top 10 Customer Support Outsourcing Companies

    We’ve narrowed down the list of companies with great customer service
    to the top 10 most prominent ones in 2022. We’ll also
    provide a brief description and highlight the main strong points of each outsourcing company.

    1. Helpware

    Helpware started in 2015 with the initial goal of
    providing support to startup companies. Over the years,
    the company has grown big and is confident enough to provide both enterprise
    and small business customer service outsourcing solutions.

    Providing back office, technical, and customer support, Helpware specializes in assisting companies in various support areas.
    This includes Omnichannel Customer Support, Technical & IT Support, Content Moderation, CX Consulting Services, Back
    Office Support, Data Labeling, Digital Marketing Solutions,
    and Cyber Security. The company provides only dedicated agents,
    in-house training, and equipment to help its
    clients boost their productivity from day one. Now it’s one of the top customer service companies in the US and European markets with
    numerous awards and positive reviews from satisfied clients on Clutch
    and other reputable platforms. Helpware’s people-focused
    culture seems very attractive to businesses sharing the same
    Shows outstanding flexibility when providing for clients’ specific needs.
    This means its support can scale along with your company’s growth.

    Offers turn-key solutions, so you don’t have to
    look for either option separately.
    Helpware’s focused on developing its people and their skills and
    it pays off handsomely, especially in customer support outsourcing
    contracts. Some global brands are happy to have their customer support outsourced to Helpware.

    2. Sykes

    U.S.-based Sykes is one of the pioneers of the BPO industry.
    Established in 1995, the company trailblazed
    its way to the top and was one of the first BPOs to open multiple locations.
    In 2021, the Sitel Group acquired Sykes to widen its reach and increase
    its capacity.
    Sykes is one of the top 10 service companies and leading service
    providers of demand generation and customer engagement services, with clients included in the top 2000 companies worldwide.
    At the core of Sykes’ business are its staple services: outsourcing,
    customer experience, service to sales, digital
    transformation, and brand extension.
    Sykes maintains a pool of service agents from its clients’ home countries.

    The company is well-versed in matters concerning data privacy.
    Specifically, Sykes follows various privacy guidelines, including HIPAA compliance and Payment Card Industry (PCI) data security certification.

    3. Ascensos

    Founded in 2013 in the UK, Ascensos is one of those outsourced customer service companies that wanted to change the customer experience by applying a personal
    touch to customer care. The company is now Europe’s number-one customer support outsourcing
    company, providing bespoke customer experience solutions to clients around the world.
    In addition, its contact center operation locations include the UK, Romania, Turkey,
    and South Africa.
    Ascensos is more nearshore than an offshore support center, so
    location and time zone differences aren’t as pronounced as operations
    in Asia and South America.
    Companies that outsource customer service to
    Ascensos value the fact that it supports diversity and inclusivity among staff while focusing on promoting
    happiness as a key asset among its workforce.

    Although there aren’t any published pricing rates, instead, Ascensos will individually
    respond to requests for quotes, the prices of this outsourcing customer service company are more than affordable.

    4. Teleperformance

    With more than 40 years of experience in the BPO industry, Teleperformance is an established leader in solution design,
    business optimization strategies, and front-office customer support.
    It also offers back-office services such as finance and accounting,
    collections, and technical support.
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    in 80 countries and employs more than 330,000 agents speaking over 265 languages
    and deservedly belongs to a league of good customer service companies.
    You won’t find it difficult to get support in the language and location you require.

    Clients also appreciate the company’s expertise in providing omnichannel solutions.

    5. VXI

    VXI Global Solutions is one of those outsourcing agencies
    that offer customer care and customer experience
    (CX) solutions to some of today’s major global brands.
    In addition, the company offers contact center and BPO services, omnichannel and multilingual support,
    software development, CX innovation, quality assurance (QA),
    and infrastructure outsourcing. VXI employs more than 35,000 workers in 43 countries throughout North America, Asia, Europe, and the Caribbean.
    The company also prides itself on its ability to help clients resolve major CX and employee experience (EX)
    pain points and take their customer service systems to the next level.
    Like any modern BPO, VXI employs omnichannel support services to enhance communication coverage for clients.
    Also, VXI provides additional analytics and insights
    generation services so clients can learn as they go.

    High CX expertise leads to enhanced customer and employee experience.

    VXI displays an uncanny ability to scale up or
    down to fit its client’s capabilities.
    6. InfluX

    In its quest to build the world’s first remote-only CX team, InfluX managed
    to recruit employees from more than 120 cities worldwide.
    This strategy also lets them provide 24-hour customer support outsourcing solutions within the
    client’s time zone. In addition, InfluX creates specialized customer experiences that reflect the client’s vision, voice, and values.

    Less dependence on automation and more on human interaction make for a better customer experience.

    Having employees in every time zone solves the common offshore problem
    of mismatched time schedules between clients
    and outsourcing companies.
    Pay-as-go pricing may be attractive to some clients who prefer flexible packages.

    7. Skycom

    Skycom is also on the list of nearshore outsourcing companies that specialize in multi-continent support services.
    The company employs native English contact center agents with experience in multiple industries.

    Skycom also offers a full range of services, including business process outsourcing, telemarketing and sales, customer support, and healthcare.
    With more than 15 years of experience, Skycom also employs
    over 2,000 workers assigned to 35 clients in five countries.

    Nearshore operations mean fewer problems dealing with time zone and distance differences.

    Skycom covers a wide range of industries, including healthcare, travel, utilities, IT,
    finance, retail, and telecommunications.
    8. Integra

    Integra’s differentiator is its focus on training its workforce in customer psychology.
    This means company-provided support agents are more sensitive in detecting changes
    in the customer’s voice or tone. As a result, they
    can respond to these changes to defuse any tension and lead the customer into a more positive mindset.
    Starting with four employees in 2004, Integra currently employs more than 1,
    400 workers stationed across four countries. It handles
    customer service duties over the phone, email, live chat,
    or social media.
    Integra offers some of the most cost-effective solutions in the industry.

    Sales psychology is also an incredible asset to have if you work in a customer support outsourcing
    9. Telus

    Telus International is one of the world’s leading digital
    CX innovators. In particular, it designs and produces
    next-generation digital solutions for brands all over the
    world. This is one of the Canadian top IT
    outsourcing companies that provide IT services and multilingual customer service to
    industries such as technology, media, communications, eCommerce, financial technology,
    travel, hospitality, automotive, healthcare, and games.

    Telus International is a premium multilingual contact center.
    It is one of those IT support outsourcing companies
    that offer top-tier customer support services in various
    countries and more than 50 languages.
    Telus is famous among IT services outsourcing companies for organizing an annual charitable initiative called “Telus Days of
    Giving.” In particular, the company taps 225,000 volunteers
    from its offices to complete various service projects across its many host countries.

    10. Arise

    Arise is a 25-year-old United States-based company that specializes in providing support outsourcing services across the
    USA. It employs more than 60,000 remote agents in the U.S., Canada,
    and the United Kingdom. Unlike a traditional BPO,
    Arise utilizes a network of service partners to provide the
    needed customer service experiences. In addition, the Arise Platform helps companies lower expenses.
    As a result, Arise clients report an average 25% reduction in contact center service total costs, which is why clients want
    to outsource customer service small business really needs.
    Arise deploys a tiered security approach in its communications with clients.

    This ensures they preserve the confidentiality of documents or
    files sent over. It also means Arise conforms to widely accepted
    data privacy regulations such as HIPAA, CCPA,
    and others.
    Arise also focuses its employment on local talent, hiring residents
    of the U.S., UK, and Canada. This means stable employment for the company and an easier method of hiring or replacing
    staff members.
    Choose the Best Outsourcing Companies That Fit Your Needs
    Deciding which outsourcing providers to contact for your customer
    support outsourcing needs? Perform the necessary research before settling on your choice.
    For instance, some customer service outsource companies
    on our list might command a pricing structure higher than what your budget holds.

    In addition, consider your company’s specific requirements
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    Or, do you prefer having sales psychology-trained outbound
    callers who can close deals? Finally, does the appeal of higher-cost
    nearshoring resonate better than offshore talents a few time zones away?

    No one-size-fits-all solution exists when it comes to customer
    support outsourcing. However, if you want a highly flexible and secure
    customer service solution that utilizes modern technology throughout the various stages, try
    the best companies for customer service. These largest outsourcing companies not
    only supply the best talent, but also the best equipment and training
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