Call center outsourcing is gaining popularity as a strategy to enhance customer service. According to a Zendesk report for 2023, 70% of customers stay loyal to companies that offer personalized and seamless customer experiences.
Also, 7 out of 10 callers who reach voicemail will not leave a message.
Hence it is essential to be available to your customers 24/7/365 days to successfully retain them. In today’s ever-evolving business landscape, outsourcing call center services have become a norm.
If you are looking for the best call center outsourcing company, look no further! We have rounded up the top 10 companies that are leading the pack in 2024.
10 Best Call Center Outsourcing Companies
1. Helplama (Overall rating – 5/5 ⭐, 7 reviews)
Company location: Walnut, California.
Founded: 2016
Helplama is a company that offers outsourced call center services to small businesses. Their goal is to provide you with high-quality customer support services that can help you retain customers and grow your business. Read below to know why you should consider Helplama for a call center outsourcing service.
Services offered
- Email support
- Live chat support
- Phone support
- Telemarketing support
- Live call answering service
- Phone order taking
- Data entry services
Industries served
- Ecommerce
- SaaS
- B2B Telemarketing
Key Features
- 24/7 availability: When you outsource to Helplama, you can support your customers at any time of the day or night. This is particularly important when your customers are spread across different time zones.
- US-based agents: They assign only native agents on the job so that there are no accent, tone, or verbiage barriers between your customers and support specialists.
- Dedicated agents: Unlike many other service providers, Helplama assigns agents dedicated only to your business. They do not task multiple assignments to one agent, at a time.
- Team expertise: Helplama’s customer support team is made up of tested and domain-trained experts. Additionally, they are upskilled to use any industry-approved customer service software.
- Channels: The Helplama team serves your customers through phone, email, and live chat, providing them with an integrated omnichannel customer support experience.
- Helpdesk outsourcing: Offers various helpdesk tools to help your team respond quickly to queries and also provide proactive support to your customers.
Clientele
- PlugYourHoles
- Vitaly Design, and more.
Pricing
Pay per call: If you are a small business, you get flexible pay as per your call volume plan with Helplama. Their pricing starts as low as 70 cents per minute. Also, there are both fixed and personalized pricing plans available.
You can also calculate the costs as per your customer support needs. Furthermore, you will receive zero-risk services as they offer 100% money back guarantee. Read here to know how.
2. SkyCom
Company location: La Libertad, El Salvador
Founded: 2004
Enhance your customer satisfaction by employing onshore and nearshore call center agents through SkyCom and enjoy savings of up to 50%. With a solid 15 years of industry experience, SkyCom is recognized as the “Best Value Nearshore Solution.”
Additionally, SkyCom supports Latin American governments in crafting new legislation pertaining to work-from-home arrangements.
Services offered
- Phone systems
- Chat services
- Telemarketing & Sales
- IT support services
- Back office services
Industries served
- E-commerce
- Retail
- Healthcare
- Utilities
- Financial
- Insurance
- Technology
- Travel
Key Features
- Swift Onboarding: Certified professionals, native speakers, quickly assimilate your brand voice.
- Advanced Technology: Implements state-of-the-art AI technology to optimize support processes.
- IT Expertise: Ensures secure transactions and seamless operations tailored to each project.
- Safety Assurance: Holds PCI, SOC 1-2, and HIPAA certifications for security compliance.
Clientele
- American Express
- eBay
- Impro Corp
- Healthpointe
- And more…
Pricing
Personalized
3. Telus International (Overall rating – 5/5⭐, 1 review)
Company location: Vancouver, Canada.
Founded: 2005
Though being a leading technology company, Telus International also provides multilingual call center outsourcing service to global clients. It has been recognized for the seventh year in a row on the Global Outsourcing 100 list for 2023. The company has its branches in 18 countries including United States, Bulgaria, Spain, India, China, etc.
Services offered
Voice support, email, chat, social media, text, web/self-serve/bots, and video support.
Industries served
Ecommerce, Communications & Media, Technology, Games, Financial services, Healthcare, Travel & Hospitality, and Automotive.
Key Features
- Expertise: Their provide customer service in over 50 languages.
- Technology: At Telus international, they use integrated CRM systems that help them manage customer interactions efficiently. Their software generates data analytics that gives deeper insights into customer behavior and preferences.
Clientele
Google, airbnb, Samsung, Epic games, nuro, Koodo, and more.
Pricing
Personalized.
4. Peak Support (Overall rating – 4.9/5⭐, 29 reviews)
Company location: Massachusetts, United States.
Founded: 2015
Peak Support provides exceptional outsourced call centre services and business operations solutions to high-growth companies. If you run an eCommerce or technology company, their focus is on building long-term partnerships and providing customized solutions for you. Thus, they earned a good reputation as a trusted outsourcing partner for businesses of all sizes.
Services offered
Email support, phone support, chat support, social media support, and other back office services.
Industries served
Retail & Ecommerce, Software & Technology, and Gaming industry.
Key Features
- 24/7 Coverage: Their team of trained professionals provides around-the-clock customer service support to ensure your customers always have access to assistance.
- Comprehensive Reporting: Peak Support provides comprehensive reporting and analytics daily to help you gain insights into customer behavior and improve your operations.
- Quality Assurance: They have a robust quality assurance program that ensures ongoing training to their agents to deliver high-quality customer service in line with your brand and values.
- Technology: At Peak Support, they use advanced technology solutions to streamline support operations. In addition to that, they can also adapt your tech stacks and continue deliver support using them.
Clientele
American Exchange Group, Public Rec, The Community Company, and more.
Pricing
Personalized
5. Helpware (Overall rating – 4.9/5⭐, 27 reviews)
Company location: Kentucky, United States.
Founded: 2015
Helpware claims itself as digitally enabled People as a Service (PaaS) outsourcing company. They aim to provide businesses like yours with dedicated support teams and innovative solutions to enhance your customer experiences.
Services offered
Phone and video voice support, in-app assistance, live chat, email, SMS, social media, helpdesk support, chatbots, knowledgebase, and customer community platforms.
Industries served
Ecommerce & Retail, Saas & Software, Healthcare & Healthtech, Gaming & Entertainment, Social media, Fintech, Food, and Public sector.
Key Features
- Team expertise: The Helpware support professionals specialize in handling customer queries with professionalism, empathy, and efficiency.
- Global reach: You can extend phone support to your customers in over 7 different countries and 25 languages with Helpware services.
- Analytics: Helpware generates real time performance metrics to keep you informed about the team’s progress.
- Integrations: Genpact easily connects with various helpdesk and live chat software including Zendesk, Twilio, Gorgias, Tidio, Live Chat, etc.
- User support: They are available at your service through chat or phone for 24/7/365.
Clientele
Doordash, Headspace, One Hope, Squad Locker, Heyday, Jamcity, etc.
Pricing
Personalized.
6. Simplr (Overall rating – 4.9/5⭐, 8 reviews)
Company location: California, United States.
Founded: 2017
Simplr, an Asurian company based in USA provides you with a human-first, machine-enabled call center outsourcing service solution. It is a conversational experience platform for the present CX era. With Simplr, their users say they were able to save up to 42% on their spends and resolve up to 80% of support tickets faster.
Services offered
Phone support, email support, chat support, social media customer support, and customer service consulting.
Industries served
Retail & E-commerce, Restaurants & Food service, EdTech, and SaaS & Technology.
Key Features
- Machine Learning: The platform is powered by machine learning and predictive analytics, which helps in improved response times.
- Team expertise: Get a 24/7 dedicated team of customer service experts who are trained to handle customer inquiries with empathy and personalization.
- Integrations: Simplr plugs with various helpdesk, CRM, and E-commerce tech stacks including Zendesk, Salesforce, Shopify, and more.
Clientele
Chubbies, Decathlon, Paula’s Choice, Tecovas, BulQ, Chegg, etc.
Pricing
Personalized
7. XACT (Overall rating – 4.7/5⭐, 27 reviews)
Company location: Orlando, United States.
Founded: 1998
XACT is a US-based call center outsourcing company that provides a range of customer service solutions with over 20 years of experience. They aim to provide personalized and cost-effective solutions to businesses across various industries.
Services offered
Inbound and Outbound customer service, chat & email support, social media monitoring & rresponse, multi-channel helpdesk support, technical support, and back office support.
Industries served
Retail, Healthcare, Financial services, Insurance, Telecommunications, Utilities, and Technology.
Key Features
- Technology: Using intelligent routing and technology systems, XACT achieves 0% downtime.
- Channels:
- Integrations: XACT partnered with NICE CXOne to provide cloud contact center solutions toolkit.
- Connectivity providers: Cogent, AT&T, Spectrum, Verizon, FPL Fibernet, Century Link, Windstream communications, and Summit Broadband.
- Security: XACT contact centers are PCI and HIPAA compliant.
Clientele
Culinary Institute of America, TK Elevator, Donna Salyers, and more.
Pricing
Personalized
8. Acquire BPO (Overall rating – 4.6/5⭐, 4 reviews)
Company location: Melbourne, Australia.
Founded: 2005
Acquire BPO is a globally recognized business outsourcer with operations in the United States, Australia, the Philippines, and the Dominican Republic. With a team of experienced professionals and state-of-the-art technology, Acquire BPO offers exceptional outsourced call centre services.
You can trust Acquire BPO’s outsourcing solutions as they have received recognitions from reputable organizations such as AICPA, IAOP, and SISA, which is PCI DSS certified.
Services offered
Voice, Chat, Email support, Technical support, Sales & Telemarketing, and Back office support.
Industries served
Banking & Financial services, Direct selling, Ecommerce, Education, Energy & Utilities, Healthcare, Insurance, Logistics & Transportation, Media, Retail & Consumer goods, Technology, and Telecommunications.
Key Features
- Solutions: They offer customized in-bound or out-bound solutions tailored to your business needs.
- Capability & performance: Australian-based Client Relationship Managers (CRMs) and PRINCE2-certified Project Managers oversee your call center outsourcing service onboarding & operations.
- Scalability & flexibility: Acquire BPO’s flexible right-shoring services help your business remain agile and adapt to changing market demands, seasonal shifts, and unexpected events. Additionally, they have stringent Business Continuity Planning (BCP) options in place to ensure business resiliency and uninterrupted operations.
- Technology & innovation: They claim to be the only BPO to own MPLS network service with 99.999% network availability that ensure ‘local call’ clarity.
Clientele
Nutrimetrics, Samsung, Domino’s, KFC, etc.
Pricing
Personalized.
9. Magellan Solutions (Overall rating – 4.5/5⭐, 12 reviews)
Company location: California, United States.
Founded: 2005
Magellan have been developing outsourced call centre services catering to small and medium businesses worldwide for more than 17 years. Their core markets are in United States, Australia, Europe, and Asia.
Services offered
Multilingual call center services, customer support outsourcing, omnichannel contact center, 24/7 Answering services, and cold-calling services.
Industries served
3D service, Education, eCommerce, Retail, eServices, Healthcare, HR services, Insurance, Telecom, Legal process, and Real estate.
Key Features
- Technology: The company uses latest state of the art technologies such as IVR, ACD, and predictive dialing to enhance their service delivery.
- Team expertise: Magellan Solutions employs highly skilled and experienced call center agents across languages including English, Spanish, Mandarin, Japanese, Korean, etc.
- 24/7 service availability: They operate round the clock, 7 days a week, 365 days to ensure uninterrupted services.
- Data privacy & security: Holds data safety and security certifications from GDPR, HIPAA, PCI DSS, ISO 27001, and Trustwave.
Pricing
Personalized
Yet, we found that they charge approximately $20-30 per hour for call center outsourcing service from US. In case you require cost-effective services, then you may choose to outsource to their Philippines center.
10. Genpact
Company location: New York, United States.
Founded: 1997
Genpact is a global professional services firm that offers a range of customer care services to businesses in various industries since its inception. The company has its presence in over 28 countries. With Genpact, you can get a combination of human and machine intelligence to improve customer experience through increased relevance and agility.
Services offered
Inbound and outbound voice, email, chat, and social media support.
Industries served
Banking & Capital markets, Consumer goods & Retail, Healthcare & Lifesciences, High tech industry, Insurance, Manufacturing, Media, Publishing, & Entertainment, and Software & Digital platforms.
Key Features
Technology: They apply advanced analytics and machine learning to gain insights into customer behavior and preferences for providing a better customer experience.
Languages: Their customer service agents can support global customers in 50+ languages.
Self-service solutions: You can also avail of their in-house developed self-service portals, chatbots, and other interactive voice response systems.
Clientele
Ciox Health, Garden of Life, Liberty Mutual, Mondelez International, Bank of Montreal, etc.
Pricing
Personalized.
Which is the right pick?
As the global demand for outsourced call center services continues to rise, it’s important for you to choose a reliable partner. That’s why we have carefully curated this list based on their key features and reviews. By partnering with these companies, you can ensure that your customer service needs are met on time.
If you are looking for a reliable and efficient outsourcing agency, Helplama is definitely worth considering. With their comprehensive range of outsourcing services, 24/7 support coverage, multichannel options, and a team of experienced and trained agents, you receive the support you need to succeed.
