Comparisons12 min read

15 Largest Call Centers in the US

A call center employee making a call to her customer

Table of contents


As the call center industry is increasing daily, there are over 42,000 call centers only in the United States, hiring around 3.3 million to 3.4 million people.

 

Call centers have become the cornerstone of success in handling large volumes of company calls to provide excellent service and assist the company through lead generation. Call center enhancement is a positive relationship between a company and customer and earns their loyalty.

 

Moreover, a better customer experience means creating and establishing your organization’s brand image. It also enhances productivity, reducing agents' exhaustion with job satisfaction.


What Does a Call Center Do?

Call centers handle customer phone calls and assist them with their queries or issues on social media platforms and emails. It also provides technical support, helping customers resolve service/product-related issues by providing step-by-step guidance.

 

Moreover, account management is another essential job that a call center does. They assist their clients with their accounts and keep them updated about changes and offers that are available at the moment.

 

Some call centers make outbound calls to their loyal and potential customers so that they can sell their service. Likewise, they also take calls to take orders for products.

 

Therefore, the only goal of call centers is to ensure that their customers receive the best service. Call centers keep data on their customers’ details and interactions to ensure the clients’ complaints are heard and they receive all the help they need in no time.

Choosing a Call Center Has Become More Strategic Than Ever

Choosing the right call center is crucial for a company’s customer experience, brand image, and overall business productivity. However, you must consider several factors to choose the right call center for your business.

1. Your Needs And Objectives

When choosing a call center, the primary thing is you must know what exactly you need from the company. Clarifying if you are looking for customer support, technical support, telemarketing, or order processing will guide you for the type of call center and services you desire.

2. Services Offerings

Make sure the call center you choose offers all the services you need. Check if they assist, such as technical support, inbound and outbound calls, email and chat support, social media management, or telemarketing.

3. Customer Reviews

You should seek and check recommendations from other customers while considering selecting a call center. You will get an idea of the company’s reputation, reliability, and service quality according to their regular client’s experiences with the help of the reviews.

4. Security and Compliance

Security and compliance are the most critical factors when picking out a call center. You should ensure that a call center follows every rule to protect customer data and comply with industry standards to maintain client trust.

5. Cost Structure

Understanding the cost structure will also guide you in the type of call center and services you desire. Compare the initial setup fees, per-call charges, hourly rates, and monthly fees to your financial estimate and verify if they fit into your plan.

6. Industry Experience

Looking for a call center with experience in your field is essential because it better understands your challenges and requirements. A call center with many years of exposure leads to a more successful service.

7. International or Global Reach

If you run a business internationally, consider choosing a call center that can handle international or global calls. It helps you provide support in multiple languages and consistent service to your clients.

8. Communication and Collaboration

While choosing a call center, you must pick a company that communicates well with you and can work seamlessly with your team.

9. Technology and Industry Trends

You must ensure that the call center you select is up-to-date with your modern technologies, such as using the latest software, having a robust business phone system, and integrating with your CRM.

10. Scalability

It will be a great choice if the call center can boost your business, addressing more calls as you expand. A call center must scale its operations and meet the increasing needs, handling peaks without compromising quality.

11. Performance Metrics and Reporting

Performance metrics and reporting are other factors that you should look for when selecting your desired call centers. You can track your business success and work in improvement areas with the help of performance metrics like average handle time, customer satisfaction scores, and first-call resolution.

12. Agent Training

Knowing how well the call center trains its agents to handle your customers professionally will assist you in choosing the right call center for you. Well-trained agents can handle customers' problems efficiently and also provide them with a high-quality service.

13. Quality Assurance Processes

When choosing a call center, you should ask about their processes to maintain high-quality service. With quality assurance practices, a company monitors and evaluates each call, ensuring that the service remains high-quality and meets your principles as usual.

15 Largest Call Center Companies in the US

The United States has more than 42,000 call centers, while only a few are trusted by the people. The following are the 15 largest call center companies in the United States:

1. Alorica

Alorica is a customer service BPO deader founded in 1999 and has a total revenue of $2.4 billion, employing around 100,000 employees. With over two decades of experience in the industry, it has established itself in a strong position in customer service solutions.

 

While the headquarters is in Irvine, California, United States, it has a global presence with over 100 locations in 14 countries, including South Africa, the Philippines, Bulgaria, Egypt, and Poland.

 

With its extensive network, Alorica serves clients across different regions, offering you services related to customer care, tech support, sales, and back-office solutions. They are mostly recognized for their focus on combining technology with the human touch to boost customer experiences.

 

Therefore, their operational scaling ability without compromising the quality of service has contributed a lot to position themselves as the largest call center company in the United States.

2. Blue Cross Blue Shield

Blue Cross Blue Shield, offering customer support for health insurance plans, is a federation of health insurance organizations established in 1929. With a total revenue of $15.3 billion, it employs roughly 40,832 people committed to providing services such as customer support.

 

Headquartered in Chicago, Blue Cross Blue Shield primarily focuses on and operates within the United States, while few of its organizations may offer coverage for members who travel internationally.

 

Along with the help of its call center, it provides various health products, individual/group health plans, and Medicaid/Medicare services. Likewise, their customer support also assists clients with their insurance necessities.

 

BCBS/BCBSA has remarkably impacted the American health insurance industry, shaping healthcare policies and regulations. The company effectively addresses clients’ healthcare-related queries.

3. Citigroup

Citigroup’s call center performances are a part of its huge global financial services network. It was formed by merging Citicorp and Travelers Group in 1998. Its origins date can be tracked down to the founding of the City Bank of New York (Citibank) in 1812.

 

The organization has $78.46 billion in revenue and employs around 200,000 people worldwide, including almost 29,171 in its call centers. It has a strong global presence in over 160 countries, with over 2,400 branches and offices available in the United States, Australia, the United Kingdom, China, Germany, Brazil, etc.

 

Citigroup has provided various financial services via its call centers, including retail banking, investment banking, wealth management, and transaction services. With its widespread global network, it has been a pioneer known for its comprehensive customer service, maintaining high satisfaction by providing timely and efficient support.

4. Teleperformance USA

Teleperformance USA, a global leader in outsourced omnichannel customer experience management, has over three decades of experience in the industry. While it was established in 1992, its parent company, Teleperformance, headquartered in Paris, France, was founded in 1978.

 

The organization has grown over the years, makes $6.68 billion a year globally and has established a strong presence in the United States as a leader in its field, employing 380,000 people.


Teleperformance offers customer services, technical support, and sales in over 80 countries, including the Philippines, Brazil, Mexico, and Europe. It is widely famous for setting high customer service and efficiency standards by using AI and automation.

5. Bank of America

Bank of America, established in 1904, is a global financial institution with operations in over 35 countries, including Canada, the United Kingdom, and various countries in Europe, Asia, and Latin America. With 308.20 billion in revenue, the company has around 28,144 employees in its call center.

 

Serving individual and business customers, Bank of America offers banking, loan services, and credit card support, focusing on integrating digital banking with personalized customer service. Its call centers are widely famous for their excellent customer service, and they use a range of communication features - including Automatic Call Distribution (ACD), number sharing, and call analytics - to improve how they help customers.

6. VXI Global Solutions

VXI Global Solutions is one of the largest call center companies in the United States, with around 35,000 employees globally and $3.9 billion annual revenue.

 

Founded in 1998, the BPO company offers customer care, tech support, sales, and back-office processing services in countries like the United States, China, the Philippines, Malaysia, and others. With 26 years of industry experience, it is appreciated for its innovative solutions and high-quality service, setting high standards in the outsourcing industry.

 

Therefore, the company’s capability to adapt to changing market demands and integrate advanced technologies has equally contributed to positioning it as a leader in the outsourcing sector.

7. Concentrix

Concentrix, originally a part of SYNNEX Corporation, is now its own call center company, established in 2006. It has roughly $6 billion annual revenue (2023) and over 250,000 employees worldwide.

 

It is headquartered in Fremont, California, and operates in more than 40 countries, such as Canada, Australia, Japan, the United Kingdom, and others. The company helps manage customer experiences, providing IT and technical support.

 

With a strong presence worldwide, Concentrix is recognized for using its advanced technology to offer IT solutions to customers, focusing on digital transformation and CX optimization using advanced analytics.

8. Sitel Group

Sitel Group, founded in 1985, has almost 40 years of experience in the call center industry and earns roughly $2.2 billion in revenue annually. This customer experience technology company, headquartered in Luxembourg City, has approximately 160,000 employees worldwide. It reaches over 27 countries like North America, Europe, Africa, Asia-Pacific, and the Middle East.

 

Sitel Group, offering customer care, tech support, and sales services, helps businesses engage with customers and improve operations.

 

It has influenced the customer experience industry and upgraded remote work options, integrating technology for better insights and setting quality service and employee training benchmarks.

9. Verizon

Verizon is a telecommunication company created in 2000 after merging Bell Atlantic Corp. and GTE Corp. With about 40,614 employees, it made 134 billion as of 2023.

 

The company operates in various countries across Europe, Asia-Pacific, and Latin America, while the main operations are in the United States. With 24 years of experience, it offers support for wireless, broadband, and TV services.

 

Therefore, Verizon is one of the leaders in the industry, popular for its mobile network with its advancements in providing a reliable 4G LTE network and pushing 5G technological progress.

10. Sykes Enterprises

Sykes Enterprises is another of the largest call center companies in the United States. It was founded in 1977 in Charlotte, North Carolina, With a large workforce, it operates in 23 countries across North America, South America, Asia-Pacific, Europe, and Africa.

 

With 55,000 employees globally, Sykes Enterprises offers customer service, technical support, and sales service, entirely focusing on digital marketing and customer engagement solutions.

 

Therefore, the company positively impacts the industry with its efficient customer service solutions and use of technology to help businesses worldwide.

11. AT&T

AT&T is a telecommunication company originally founded as Bell Telephone Company in 1880. Headquartered at Whitacre Tower in Downtown Dallas, it has roughly 149,900 call center employees and a revenue of 122.4 billion as of 2023.

 

Along with the United States, it supports wireless, internet, and TV services. It implements its advanced self-service and call routing options in several countries across Europe, Asia-Pacific, and the Middle East.

12. GEICO

The Government Employees Insurance Company (CEICO) is also the largest call center company, established in 1936. As of 2023, it has 39.2 billion U.S. dollars and 40,000 employees worldwide.

 

The organization primarily operates in Chevy Chase, Maryland, United States, and has numerous regional offices and call centers nationwide.

 

GEICO effectively offers auto insurance, property insurance, and customer support services. Therefore, its innovative approach to selling insurance directly to clients and its competitive pricing and advertising campaigns have made it one of the largest auto insurance companies in the U.S.

13. Wells Fargo

With a significant presence in the United States, Wells Fargo was formed as a financial services company in New York City in 1852.

 

Over its long history, the company has roughly 82.6 billion revenue as of 2023. It has approximately 194K employees across 6 continents, including Asia, Europe, and North America.

 

Wells Fargo offers banking, loans, mortgages, investment services, and customer support services to individuals, businesses of all sizes, and institutional clients. With its extensive branch network, it is widely known for its diverse product offerings and for integrating digital banking with personalized customer experience.

14. Conduent

Conduent was established in 2017 after separating from Xerox Corporation. The New Jersey-based company earned $3.72 billion in 2023 and has almost 60,000 employees.

 

Conduent offers business process outsourcing, customer care, and digital payment services in many countries across Europe and North America. The company is globally known for providing business services like customer support, transaction processing, digital transformation, and healthcare solutions.

15. ADP

Automatic Data Processing, Inc. (ADP), founded in 1949, operates globally and has a strong presence in the United States. Headquartered in New Jersey, its offices and call centers - across the world - have 18.01 billion total revenue as of 2023.

 

It has employed around 63,000 employees and offers payroll, HR management, tax, and benefits administration services. ADP has been widely known for utilizing innovative technology and offering diverse solutions to enhance operations and customer experiences for companies worldwide.

How to Set Up Your Own Call Center?

Collaborating with the right companies boosts your business and improves customer service without compromising quality. You might have a second thought about BPO or a third-party call center to manage your business, but you don’t need it anymore and handle your business on your terms and conditions.

 

You can start your call center on your own on Calilio. From IVR (Interactive Voice Response) to efficiently route calls to the right department for live call monitoring to oversee an agent’s interactions with a customer, our business phone system has all the essential features a call center phone system requires.

Frequently Asked Questions

Who Has The Most Call Centers in The World?

The Philippines is reported to have the most call centers in the world. It is also recognized as the call center capital of the world.

How Many Call Centers Are There In The USA?

As of 2023, the United States has 42,109 call centers and telemarketing companies.

What Is The Largest Call Center In The US?

As per reports, Alorica, with over 100,000 employees in 100 locations worldwide, is the largest call center in the United States.

Which US State Has The Most Call Centers?

Florida (3,880), California (3,601), and Texas ((2,998) are the US states with the most call centers and telemarketing companies.

What Company Has The Best Customer Service Call Center?

There is a specific best customer service call center because it depends on factors like industry and individual experiences. Some companies with the best call centers are Blue Cross Blue Shield, Verizon, GEICO, and others.


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