If you're looking to improve customer experience or optimize your operations, it's worth considering options beyond your own company. Today, outsourcing customer support to one of the top call center outsourcing companies is definitely a smart business decision if you want to avoid all the trials and tribulations of running an in-house call center. This solution can be a budget-friendly way to handle customer concerns while significantly improving the level of customer satisfaction.
Let’s have a look at those inbound call center outsourcing services that take the top positions in the industry, discuss what makes them stand out, and go through the main tips for choosing the right call center.
Why Outsource a Call Center?
With so many competitors offering similar products and services in today's marketplace, it can be challenging for businesses to stand out and attract new customers. The main differentiator today is not the price of a product or service, even quality fades into the background. What makes customers come back and stay with a brand is an exceptional customer experience, and they are willing to pay more if they receive it; to be exact, 86% of customers are ready to do so, according to recent research. A whopping 73% of buyers rank client experience as a critical consideration when making purchase decisions.
Customer support is what can make or break the impression a company makes on its customers. Set up a responsive, approachable, and effective service, and you'll immediately boost customer retention, generate positive reviews, and ultimately drive profits. Those businesses that take customer experience seriously can reap significant rewards; for example, an 80% rise in revenue. Conversely, a poor customer experience inevitably leads to customer churn.
Choosing the best call centers for your business guarantees increased customer satisfaction, streamlined operations, and enhanced growth, making it a crucial factor in achieving success in today's competitive business landscape.
Top 50 Call Center Outsourcing Companies in US:
1. Helpware
Helpware is a leading customer support provider, headquartered in the USA, with call centers spread across four continents. The core areas of expertise include a wide range of BPO services such as omnichannel customer support, technical support, IT support, content moderation, data annotation, data entry, helpdesk, back-office support, etc.
Since Helpware positions itself as a reliable outsourcing partner for both startups and big enterprises, there are companies of different sizes among the clientele, ranging from small firms to renowned brands.
At Helpware, people come first, and it pays off. The needs of employees are the main priority, and it shows in their work as they provide exceptional service.
Pros:
- Provides all-in-one customer care solutions in more than 45 different languages, covering all time zones.
- Applies a customized approach to recruiting and training dedicated agents.
- Offers exceptional expertise in all kinds of customer support.
- Tailors packages to cater to the specific needs of different businesses.
Considerations:
- The company prioritizes servicing large enterprises, so startups and small businesses may need to plan ahead for budgeting purposes.
Pricing:
- Depending on the scope and complexity of your project, Helpware provides customizable pricing options.
Client feedback:
- Rated 4.9/5 on G2 and 4.8/5 on Clutch. Clients emphasize the team’s responsiveness, professionalism, and exceptional quality of service.
2. XACT
XACT is a highly flexible outsourced call center, based in Orlando, Florida, catering to businesses of different sizes. They specialize in providing technical support and customer support services to businesses operating across diverse industries, including property management, e-commerce, tourism, healthcare, hospitality, and fintech.
XACT has partnered with NICE InContact since 2005, leveraging their cloud-based contact center toolkit to ensure the utmost data security for their clients.
Pros:
- Trains helpdesk agents to handle high call volume.
- Provides a personalized 24/7 telephone answering service.
- Ensures service continuity through their fail-safe Automatic Transfer Switches (ATS), which seamlessly switch to an alternate power source during power outages.
Considerations:
- Although the company has a good reputation among existing clients, there's a limited volume of public reviews—new clients may want to request additional references.
Client feedback:
- Ranked high on Clutch 4.7/5 (32 reviews), clients choose this call center outsourcing company for high-quality work and flexibility.
3. Wing Assistant
The Wing Assistant is revolutionizing the process of recruiting remote workers on a global scale. This innovative outsourced call center provides a fully-managed virtual assistant experience that helps entrepreneurs and small and medium-sized businesses scale by delegating laborious and time-consuming tasks to dedicated customer service professionals for a fixed monthly cost.
They offer outbound call center outsourcing solutions that are affordable and enable businesses to level up and enhance their customer service and technical support, and boost their sales.
Pros:
- A dedicated client success manager assists clients in achieving their unique business goals.
- A diverse range of managed outsourcing services, including back-office support and staffing solutions with great potential, in addition to call centers.
- Streamlined onboarding and virtual workforce access.
Considerations:
- Assistant effectiveness may vary—some businesses might prefer more niche expertise depending on tasks.
Pricing:
- Provides set monthly rates that vary based on work complexity and assistant availability, as well as clear subscription-style pricing.
Client feedback:
- Clutch Rating: 4.8/5 (27 reviews)
- Clients praise prompt task completion and economical solutions.
4. Triniter
Triniter is a renowned figure in the BPO industry, with a global presence spanning the United States, the Philippines, and India. This American call center has established itself as the preferred outsourcing provider for inbound and outbound call center solutions, sought after by major corporations.
Pros:
- Provides customer support in more than 50 languages, being considered a top outsourcing partner;
- Boasts a decade-long track record of delivering customer support across more than 30 domains;
- 24/7 customer support with an impressive 98.9% positive feedback rate.
Considerations:
- Although many clients appreciate Triniter's affordability, some have pointed out areas where pricing options may be expanded to satisfy demands.
Pricing:
- Offers bundled solutions depending on the number of agents and services needed.
Client feedback:
- Clients value affordability, global reach, and dependable service delivery.
- Acknowledged for consistently demonstrating outstanding response and communication across time zones.
5. TMP Direct
For over 34 years, TMP has been providing BPO services, advocating for clients' brands, and ensuring excellence through its team. With a global presence, TMP Direct manages connections and relationships across various industries. They offer custom, end-to-end solutions including CRM tools, IT infrastructure, fulfillment, and telecom platforms, and adapt to the evolving CX landscape by handling various communication channels.
Pros:
- Offers a comprehensive service that covers everything from start to finish, making it a hands-free solution.
- Provides an in-house IT development team that eliminates the need for multiple vendors.
Considerations:
- For small, early-stage businesses, TMP Direct might not be the best option as it mostly features enterprise-level offerings.
Pricing:
- Tailors pricing based on the scope and integration level of engagement.
Client feedback:
- What attracts clients to TMP Direct is their professional approach and transparent communication.
6. AnswerForce
AnswerForce is proud to be on the list of five-star call centers providing a range of professional call and chat answering services, virtual reception services, appointment scheduling, and more.
The company has experienced call center agents at its disposal that are available round-the-clock to handle inbound and outbound calls and live chat support, and conduct customer surveys in a professional manner.
This American call center works mainly with small and medium-sized businesses covering such industries as home service, restoration, plumbing, and electrical.
Pros:
- Offers customized solutions to meet the specific needs of clients within particular industries, which allows AnswerForce to provide highly tailored and effective services to its clients.
- Integrates smoothly with the client's workflow software. This enables businesses to manage their customer interactions efficiently, without having to switch between multiple platforms.
Considerations:
- A few clients suggested improvements in training programs to ensure higher service consistency.
Pricing:
Offers a variety of flexible options to accommodate anticipated call volume and communication channel requirements.
Client feedback:
- Recognized for outstanding customer service and approachability.
7. Fusion BPO Services
Fusion BPO Services Group is a company with huge experience, more than 33 years in the industry, and offers voice services and other solutions to more than 250 businesses worldwide. However, what makes this provider stand out is its unique locations. In addition to popular BPO destinations like the United States, India, and the Philippines, the company has offices in pretty exotic countries like El Salvador, Jamaica, Morocco, and Colombia. With 22 locations in 10 countries, Fusion is capable of delivering call center services in over 40 languages.
Pros:
- Offices are strategically located around the globe, enabling this outsourcing company to provide 24/7 customer support across multiple time zones.
- A diverse workforce and multilingual capabilities make their services accessible to a wide range of customers.
Considerations:
- There's some criticism related to the pricing structure, as smaller businesses would need to carefully consider return on investment.
Pricing:
- The outsourced customer service this provider delivers is reasonably priced and varies depending on the expected volume of calls and service level you may require.
Client feedback:
- Praised for smooth onboarding processes, technological innovations, and professionalism.
8. SupportYourApp
SupportYourApp is an outsourced customer support company with a multinational team that provides inbound, and outbound services, and back-office customer support for innovative software and hardware companies. They have received numerous awards for providing exceptional customer experiences, but their commitment to quality and security is paramount. SupportYourApp is PCI DSS compliant and adheres to the General Data Protection Regulation (GDPR).
Pros:
- Ensures the highest data security standards and prevents any data leaks. They take great care in protecting sensitive information, and clients can trust that their data is safe.
- Streamlines the integration process with the help of their dedicated Integration department.
- Provides their clients with a CRM solution that integrates incoming calls, chats, and emails into one system and implements AI solutions to the chats, which many small businesses find appealing.
- High data protection (PCI DSS, GDPR compliant).
- Strong focus on tech integration and CX automation.
Considerations:
- During the first training phase, several clients reported difficulties, necessitating more organized training procedures.
Pricing:
Offers tiered service models based on customer volume, communication channels, and security compliance needs.
Client feedback:
- Clients frequently mention good value for money and a proactive approach.
9. Vcall Global
Vcall Global is a provider of innovative service solutions to different businesses across various industries. They offer a range of services, including customer service, tech support, back-office solutions, interactive voice response (IVR) services, telecom billing solutions, and software development solutions. Using advanced technology and infrastructure, they offer common services through multiple channels. Vcall Global is the preferred choice for businesses seeking a perfect blend of flexibility and quality in their services.
Pros:
- Adheres to turnaround times, ensuring that clients receive their services in a timely and efficient manner;
- Empowers their call centers with a robust CISCO network, which enables Vcall Global to offer seamless, uninterrupted service to clients, regardless of their location or the complexity of their needs;
- Provides enhanced security features that protect client data and information, ensuring that their privacy is always maintained.
Considerations:
- Companies looking for references or case studies might wish to get in touch directly, as there aren't many online reviews available.
Pricing:
Quotes are tailored according to the type of service, the communication channel, and the hours that agents are available.
Client feedback:
- Noted for wide experience in call center and back-office outsourcing services at competitive rates.
10. Call Masters BPO
The company provides outbound and inbound call center services, as well as remote administrative solutions such as data entry, appointment setting, reservation services, etc. Their streamlined workflow and marketing automation ensure that important phone calls are never missed. With their expertise and dedication, they can help businesses resolve customer queries, acquire leads, and enhance administrative business processes.
Pros:
- Enables businesses to easily scale up or down based on demand, and their remote employees to work in split shifts due to their cloud-based virtual call center.
- Provides comprehensive quality monitoring and control processes.
Considerations:
- Currently, this call center outsourcing company does not provide a wider variety of AI-driven products beyond virtual assistant capabilities, which might serve as a major deterrent for businesses looking for more sophisticated automation solutions, such as AI chatbots, sentiment analysis, or machine learning-powered consumer insights.
Pricing:
Flexible, project-based pricing tailored to duration, call volume, and support complexity.
Client feedback:
- Clients praise trustworthiness and exceptional communication.
Other respectable call center outsourcing companies that cater to the American market:
11. Enshored
12. Working Solutions
13. Global Response
14. LiveOps
15. AnswerConnect
16. Flatworld Solutions
17. Unity Communications
18. SupportNinja
19. Callnovo
20. CloudTask
21. OutPLEX
22. Invensis
23. Wow 24-7
24. Ansaphone Call Centers
25. Ameridial
26. The Connection
27. NTT BPO Services
28. Global Response
29. Responsive Call Center
30. MAP Communications
31. Octopus Tech
32. Vcare Corporation
32. A Better Answer
34. Help Grid
35. Etech Global Services
36. Vsynergize
37. UpCall
38. Foundever
39. Ventrica
40. Five Star Call Centers
41. PATLive
42. APEX Call Centers
43. Millennial Services
44. Noida Exim
45. Direct Interactions
46. MedConnect USA
47. Anser
48. OnBrand 24
49. Xceed Contact Center
50. 31West
How to Choose the Right Call Center Provider
As a business owner, you should understand that your call center service provider becomes your brand ambassador. When selecting a call center vendor for your business, you are selecting a partner who will serve as the voice of your company and the impression you will make on your customers.
A call center that operates effectively has a dual role: providing excellent customer service while resolving tickets. To achieve success, it's essential for call centers to understand their customers' needs and promptly address them.
1. Look for exceptional service quality
Before outsourcing customer service, you need to ensure that the company provides high-quality service. A reputable call center company should have well-trained agents who can handle a variety of customer issues efficiently and professionally. Opt for an outsourcing provider with a solid reputation for delivering excellent customer service and a proven track record of meeting service-level agreements.
2. Check industry expertise
Find call centers with industry-specific experience that understand your unique needs and challenges. This serves as a guarantee that they can provide the best service possible and help you achieve your business goals. The largest call center outsourcing companies that have been listed above have solid experience in diverse industries, making them an ideal choice for businesses that require specialized expertise in their particular niche.
3. Opt for scalability and adaptability
Another important factor to consider in terms of call center outsourcing is whether call centers are scalable and adaptable enough for your changing business requirements. Your business demands can shift over time, and it’s important to know that your service provider can scale up or down as needed to meet your evolving requirements.
4. Examine technological capabilities
Look for call center companies that use advanced technologies such as artificial intelligence, chatbots, cloud-based solutions, and automation to enhance client service and optimize operations. Good call centers should have access to the latest technology and tools to help them provide the best service possible.
What Makes Helpware the Top Choice for Call Center Outsourcing
Helpware tops the list of the leading call center outsourcing companies for a reason. This BPO giant combines cutting-edge technology, a worldwide presence, and a people-first philosophy to deliver outstanding customer experiences. Here's what makes Helpware a strong player in the BPO market:
Global footprint with local expertise
Helpware has undergone rapid growth in recent years and is now operating across multiple countries, including the U.S., Mexico, Germany, Ukraine, the Philippines, Poland, and more. This expansive footprint allows them to provide multilingual support and tailor services to regional markets, ensuring cultural alignment and effective communication.
Integration of advanced technologies
Although Helpware has always positioned itself as a People-as-a-Service provider, it's actively integrating cutting-edge tools to empower people, not to replace them. Helpware integrates numerous AI-driven solutions, data analytics, and CRM systems to enhance customer interactions. The new division, Helpware Tech, has brought in extensive expertise in tailoring tech solutions for specific clients' needs.
Employee-centric culture
Helpware boasts an impressive Glassdoor rating of 4.7/5 and an employee satisfaction score of 83%, which speaks volumes about a positive work environment. Helpware leadership believes that if they make their employees happy, they give back and translate this happiness to the customers they serve. Judging by a great number of positive reviews, this theory works pretty well.
Customized solutions across many industries
With over nine years of experience, Helpware has built deep expertise across a wide range of industries, including e-commerce, healthcare, fintech, and more. Serving both startups and renowned global brands, this outsourcing call center ensures that every client receives tailored, effective support.
Takeaways
Partnering with a reliable call center service provider is a perfect solution for those businesses seeking to boost efficiency, increase CSAT, and increase customer retention. Outsourcing customer service is a smart move, offering excellent service without the overhead costs of in-house staffing.
Still, it is essential to discuss all nuances and preferences before sealing any call center outsourcing contracts, as not all companies can cope with the tasks you need to be done. Keep in mind that customer service providers vary in their capabilities, with some only able to provide email support or phone support, and others capable of handling a wider range of channels and services.
To ensure a positive customer service experience, it's crucial to select top call center outsourcing companies that can meet your specific needs.