Top 10 United States’ Call Center Outsourcing Companies

Call center outsourcing reduces expenses, enables them to offer better service, and allows companies to focus on their core activities.

• Cost Savings: Outsourced companies typically rely on their resources, reducing the need for businesses to make upfront investments in infrastructure and technologies.
• Access to Expertise: You can gain access to a team of highly-trained professionals who specialize in handling customer inquiries with speed and efficiency.
• Improved Scalability: The business may require more staff during peak times and can adjust outsourcing as needed. Outsourced call centers adapt easily to clients’ seasonal needs.
• Focus on Core Operations: Companies can concentrate on their core business functions, such as product development, when call center services are outsourced.
• Improved Customer Service: The best call center outsourcing companies employ skilled agents who specialize in delivering top-notch customer service.
• Access to Technology and Infrastructure: Outsourced call centers invest in the latest technology, such as cloud-based systems, CRM tools, and AI-driven solutions, allowing businesses to benefit from these advancements without incurring significant upfront investments.

SupportYourApp is an award-winning outsourced customer support company specializing in eCommerce and SaaS (Software as a Service). It is a Ukraine-based company, operating from 7 different locations. It is PCI DSS compliant and strictly follows the General Data Protection Regulation (GDPR).

Pros:

• Ensures data safety, certified to the highest data security standards.
• Offers support in over 60 languages and can include additional languages as required.
• 24/7 support, dedicated or shared support consultant, and brand development expertise.

Helpware is one of the top call center outsourcing companies that provides personalized customer service through its robust infrastructure and skilled personnel. Helpware is a top choice for businesses to enhance customer engagement and maintain high service quality.

Furthermore, Helpware prioritizes data security and compliance, making it a trustworthy partner for sensitive sectors and ensuring the safety of client information.

Pros:

• Handles high-volume calls efficiently.
• Emphasize data security and compliance with industry standards.
• Personalized services to meet business needs.

Xact combines modern technology with human expertise to deliver exceptional results. Xact is fully equipped to handle a range of client engagements, from straightforward inquiries to complex technical issues, with 24/7 support.

Pros:

• Supports workflow automation.
• 24/7 assistance, ensuring consistent customer engagement.
• Easily handles B2B and B2C customer interactions.

Alorica provides exceptional customer engagement solutions to businesses of all sizes. It offers a variety of services, including customer support, technical support, sales, collections, and back-office support. It uses cutting-edge technology and provides high-quality services that result in improved customer satisfaction at reduced costs. It is committed to building a loyal relationship with clients and their customers.

Alorica offers 24/7 exceptional services to businesses of all sizes. Its services include customer support, sales, and back-office support. Fortune 500 companies rely on Alorica for their excellent customer support.

Pros:

• A wide range of services, including customer service, technical support, sales, and back-office tasks.
• Fraud prevention and compliance tools.

Wing Assistant is a top choice for startups and enterprise teams seeking virtual assistants. It delegates your work, tasks, and processes to its dedicated team members on a monthly subscription. They receive your calls, manage your calendar, handle your emails, prepare research and reports, and handle your CRM tools.

Pros:

• Affordable services tailored to fulfill the needs of startups and small businesses.
• Great for managing administrative support tasks.
• Personalized service package.

Trinitier is a customer-centric, adaptable call center outsourcing service renowned for its ability to meet each customer's unique requirements. Trinitier offers customer support services in 30+ languages.

It aims to support small and medium-sized businesses seeking to optimize their customer service operations without incurring significant costs, and find the company’s cost-effective solutions especially appealing.

Pros:

• Emphasize customer satisfaction to ensure positive customer interactions.
• Affordable Solutions.
• Offers customer services to customers in 30+ languages.

Telus Digital, previously known as Telus International, claims to win customer loyalty across all touchpoints, including chat, email, phone, SMS, web, and kiosk. It offers services in 32 countries, covering North, Central, South America, Europe, Asia, and Africa.

Telus offers AI-powered solutions, consulting, contact center outsourcing, digital services, recruitment outsourcing, as well as trust, safety, and security solutions, among others.

Pros

• AI-powered chatbot provides support in over 500 languages and dialects for data annotation.
• Industries include technology, gaming, communications and media, retail and e-commerce, fintech, healthcare, automotive, travel, and hospitality.
• Pricing is customized based on service volume and specifications used.

Teleperformance is a multinational business process outsourcing (BPO) company founded in 1978 in France. Currently, it operates in over 100 countries and serves in over 170 countries. Its services include customer care, technical support, consulting, back office operations, analytics, and digital transformation.

With its 47 years of experience, it is recommended for large enterprises and legacy industries. Pricing for services varies depending on the type of service, volume, and channels used.

Pros:

• Expertise in overall industries including media, insurance, healthcare, retail, e-commerce, technology, and financial sectors.
• Offers omnichannel support.
• Native speaking agents offer multilingual support.
• AI-powered tools and analytics.

Vcall Global is an international call center outsourcing company that offers call center and contact center outsourcing. It is one company that outsources call center services at affordable prices.

Vcall Global's significant offerings include billing and OSS, CRM solutions, order management, social media services, data analytics, and customer retention.

Pros:

• Quicker responses through the use of IVR systems.
• Emphasizes voice support, guaranteeing high-quality customer interactions via phone.
• Competitive pricing provides an affordable solution for businesses of all sizes.
• A strong reputation with high retention rates, reflecting quality service.

Fusion CX is a well-established BPO company that serves its clients with great care and dedication, despite a 20-year language and time difference. Fusion CX fosters strong connections between your brand and customers, bridging the gap between your business goals and customer expectations.

With its premium BPM solutions, including Omnichannel customer support and Intelligent digital solutions(Workspace QMS, voice, and cognitive automation), it thrives on delivering superior customer services across all platforms.

Pros:

• Operates globally with multiple branches in multiple countries with 20K+ skilled agents.
• Connects businesses with broad customers with diverse languages.
• They create tailored solutions that meet your unique business needs through extensive industry experience.

Outsourcing call centers may lead to a loss of control over the service and data security risks. Businesses need to face language barriers and potential communication gaps. Therefore, it is crucial to select a trustworthy outsourcing partner to mitigate these issues.

When you hire a third party to handle your customer support, you don’t have complete control over the quality of customer service. Therefore, select a reputable outsourcing partner to ensure consistent service quality.

Differences in language and culture can impact customer satisfaction. Therefore, it is crucial to select an outsourcing agency that is proficient in multiple languages.

When customer data is shared with a third party, it carries the potential risks of data leaks, data breaches, and unauthorized use. Therefore, businesses must implement strict policies to maintain trust and ensure compliance, thereby protecting against data misuse resulting from shared access.

When third-party representatives engage directly with your customers, there is a risk of miscommunication if they are not properly trained. This can lead to a disconnect between what your company truly offers and what the customer believes they're receiving. Therefore, ensure that third parties clearly understand your products and services.

With numerous companies available in the market, it can be confusing to find the best outsourcing provider. Select what works for you. Just because a company is popular, it does not necessarily mean it is the best fit for your company. Here are some of the key factors to consider before finalizing your outsourcing partner.

The first step in selecting a call center outsourcing provider is to define your needs clearly. Understand why you want to outsource, whether for customer support, campaigns, or technical assistance. Clarity in your requirements helps identify the right call center and services for your business.

Evaluate partners for industry experience and expertise. Ensure they maintain strong quality control to uphold your brand’s standards. Prioritize security with adequate data protection measures. Look for testimonials and references to gauge reliability.

Outsourcing providers use metrics such as Net Promoter Scores and resolution times to measure their effectiveness. Implement performance monitoring to track service metrics, improving delivery and customer satisfaction. Outsourcing providers offer customized reporting, enhancing strategic decision-making. Utilize collected data to categorize support cases and identify FAQs, boosting customer assistance efficiency.

Utilize QA tools, such as those with AI capabilities, to evaluate interactions and ensure consistent service. Maintain clear communication with providers to ensure quality assurance and training procedures are consistently monitored. Select partners with industry expertise and maintain visibility through frequent reports and call recordings.

Look for providers with a strong track record in your industry. Their understanding of your market, customer expectations, and compliance requirements can significantly impact performance.

Ensure the company utilizes modern, scalable technologies, such as cloud-based systems, AI-powered analytics, and omnichannel support. Advanced tools can improve efficiency and enhance customer interactions. Check the software they use to determine if they utilize proper tools, such as call routing, automatic call distribution, auto dialers, call queues, call monitoring, and AI-powered call reporting for effective call handling in the call center.

Evaluate their service quality through customer reviews, case studies, or trial runs. A good outsourcing partner should reflect your brand values and deliver excellent customer experiences.

Clearly understand the pricing model. Ensure there are no hidden costs. Flexible and transparent contract terms are essential.

Before committing to a long-term, request a trial period. A short trial period helps you to evaluate their performance, communication style, and alignment with your brand in a real-world setting to evaluate whether they’re the right fit.

Considering call center outsourcing allows companies to reduce operational costs, leverage the latest technology, and focus on their core operations, all while the outsourced call center delivers improved customer support.
 

Helpdesk, Trinitier, TELUS Digital, Alorica, Xact, Wing Assistant, and Fusion CX are top call center companies known for their specialized services, 24/7 support, and advanced technology.

Outsourcing a US call center costs approximately $20–$30 per hour ($2,600 to $3,400 per agent monthly). Asian providers offer rates as low as $8–$16 per hour, while Western European providers are usually more expensive, often exceeding these ranges.

Research shows businesses can save up to 50% by outsourcing services. In addition to cost savings, call center outsourcing provides access to specialized expertise and offers scalability and flexibility for growing businesses. It allows companies to scale during peak seasons without hiring more in-house staff and lets them focus on their core business activities.

Call center outsourcing is often cheaper than hiring in-house employees, especially for small and medium-sized businesses. It allows you to have access to industry experts and advanced technological infrastructure without any upfront investments. Also, outsourcing enables businesses to offer great service to their customer at reduced operational costs.