BlogHow to Outsource a Call Center in 2025?

Running in-house customer support can be a headache with high costs, endless hiring, and long wait times that frustrate businesses and customers. That is why many companies turn to call center outsourcing. It reduces costs, ensures round-the-clock support, and provides skilled agents to assist customers anytime. Instead of juggling through training and management, businesses can focus on what they do best while delivering excellent service. Outsourcing makes customer support smoother, faster, and more affordable while keeping customers happy.

Whether you’re looking to cut costs, enhance scalability, or want advanced technology, considering call center outsourcing can help meet your business needs efficiently.

Highlights:

  • Call center outsourcing refers to hiring external companies to handle customer service for your business.
  • Outsourcing a call center enhances customer support while reducing operational costs.
  • Call center outsourcing helps with cost efficiency and scalability and provides access to advanced technology.
  • However, choosing the best call center outsourcing company depends on your business needs. So, check regularly whether the outsourced call center meets your targets.
Call Center Outsourcing: Benefits, Setup & Key Strategies

What Is Call Center Outsourcing?

Call center outsourcing is the process of hiring another company to handle customer support for your business. It eliminates the need to hire skilled staff or build infrastructure, helping you reduce costs and deliver better customer experiences without setting up an in-house team.

Depending on your business goals, outsourced call centers can handle services like customer support, order processing, technical assistance, appointment scheduling, lead generation, and feedback collection. You can choose a provider based on the specific type of support your business requires.

Outsourcing providers typically specialize in either inbound or outbound services or in both. Inbound call center outsourcing companies handle the incoming calls, answer customers' queries, take orders, offer technical support, and solve problems. Outbound centers manage outgoing calls that make calls for sales, leads, and follow-ups.

Benefits of Call Center Outsourcing

Call center outsourcing enables businesses to focus on their core operations, improving productivity, providing extra care to customer service, and improving call handling times and speeds. Whether you're looking to outsource inbound support or outbound sales, partnering with a call center provider can bring efficiency and cost savings to your business.

  • Cost Savings: Outsourcing call center services eliminates the need to invest in infrastructure, training, and hiring to set up a call center. It leads to significant savings compared to setting up and maintaining an in-house team.
  • Access to Expertise and Advanced Technology: An outsourced call center employs skilled agents and advanced technology, including AI tools, call center solutions, and CRM systems. Additionally, BPO companies provide flexible service models and scalability options, enabling businesses to adapt swiftly to market changes without major upfront investment.
  • Scalability and Flexibility: Outsourced call centers help you manage agents to match the fluctuating call volumes. You can use third-party services to scale up during peak seasons and discontinue services for slower periods.
  • 24/7 Availability: Many BPO partners offer 24/7 support, ensuring customers receive help whenever needed, which is especially valuable in a global market with diverse time zones.
  • Focus on Core Business: By outsourcing customer service, your team can focus on core tasks that drive growth. Whether it's inbound or outbound calls, the right partner streamlines operations, handles calls smoothly, and enhances customer experience.

How to Outsource and Set Up Your Call Center?

Define your business goals, select the right third party, provide essential training, check the service quality, and continuously monitor the performance of call center providers to outsource call centers.

1. Define Your Goals

List your business needs and goals before searching for a call center outsourcing company. Determine what you expect from the service provider and evaluate whether outsourcing is the right fit.

Decide if you need support for handling inbound calls for inquiries and customer issues, or outbound calls for sales and lead follow-ups. Clarifying these points helps you track your current status and choose a partner that can make measurable progress toward your targets.

2. Select the Right Partner

Research reliable service providers that meet your business needs by evaluating their experience, expertise, pricing, and reputation. Compare options to select the best call center outsourcing company, ideally one knowledgeable in your industry.

Ensure a better understanding of your products to enhance customer interaction, making it feel like a direct interaction with the company rather than a third-party organization.

3. Provide Comprehensive Agent Training

After choosing a call center provider, companies must offer thorough training on their products, services, values, and potential issues with their solutions. Train staff by providing detailed information about your services and prepare them to tackle possible escalations during complex problems.

4. Use QA Tools to Measure Service Quality

Ensure that the outsourced call center services meet clients' expectations. Check whether the provider follows QMS in the call center for a better customer experience. Compliance with quality management in the call center maintains quality control and ensures external support teams deliver a consistent customer experience.

5. Have Regular Performance Reviews

Review the third-party company’s performance regularly to ensure it meets business expectations. Use customer service KPIs like CSAT to evaluate success, address efficiency issues, and set new goals. This ongoing assessment helps the provider stay aligned with business needs and goals.

6. Focus on Data Security

In the past year, 56% of customer service organizations have experienced a data breach or cyber attack for customer data. So, ensure your outsourced call center services are safe with various data safety measures. You must be careful about who you are giving customer data access to.

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Things to Consider for Call Center Outsourcing

Choosing the right outsourcing partner for your call center can be challenging, especially with so many global options. Don’t rely solely on reviews; look for a provider with a strong, proven track record of delivering reliable and high-quality service.

1. Decide on Location: Onshore, Nearshore, or Offshore

One of the first decisions is where you want your outsourcing partner to be located. This choice impacts not only the cost but also the quality of communication and customer service.
 

Hourly rates vary across countries. In the US, they range from $17 to $30 per hour, while in Eastern Europe, rates start from $12 to $25, depending on the country. In Asia, the typical hourly rate starts at $5 and can go up to $14.


Offshore and nearshore are often cheaper than onshore options. However, if cultural and language fluency is essential to your brand, investing more in an onshore provider could be the best for your business.

2. Look for a Team with Expertise in Your Industry

When you outsource customer interactions to a BPO call center, the goal is seamless service. Customers shouldn’t feel like they're talking to the company through a third party. They should feel connected to your team. To ensure this, choose a call center with a proven track record in your industry. This guarantees they understand your customers' needs, products, and brand values, resulting in happier customers and a consistent, high-quality experience.

3. Evaluate Technology and Security

Choose a company that uses the best call center software for seamless customer interactions. Ensure AI and automation tools are used to increase efficiency and improve customer experiences. Robust security measures to protect customer data and ensure compliance with industry regulations.

Security is non-negotiable for customer service. Ensure your outsourcing partner follows strict data protection protocols to safeguard your customers' information.

Conclusion

Call center outsourcing helps businesses deliver great customer service without building an in-house team. It reduces infrastructure costs, offers flexible support, and lets companies focus on core operations. Whether you need help managing incoming calls for customer support or outgoing calls for sales and outreach, call center outsourcing can transform how your business communicates.

For those who think managing an external company will be complex and do not want to lose control of customers, Calilio offers scalable, cost-effective, and secure call center solutions. Its AI-powered tools, 24/7 global support, and many advanced features enhance your call center efficiency by increasing customer satisfaction and running your in-house call center.

Ready to run your call center? Book a demo now!!


Frequently Asked Questions

How do I outsource my call center?

To outsource your call center, first identify which tasks you want to outsource, such as customer support or sales. Next, select onshore, nearshore, or offshore providers based on costs and communication needs-research potential partners for industry experience and technology to choose a call center company.

What are the benefits of outsourcing customer service?

Should I choose in-house or outsourced customer service?

FAQ Illustration

Still have questions?

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