The Best BPO Services of 2020

Our BPO service reviews are the result of over 40 hours of research on 70+ BPO service companies from across the web. These reviews and our BPO services guide help small businesses and startups find the best BPO service for their business.

Disclosure: Your support helps keep the site running! We earn a referral fee for some of the services we recommend on this page. Learn more

How We Chose the Best BPO Service

Companies are often drawn to business process outsourcing to take advantage of lower-cost labor markets that improve their bottom line and to have greater operational flexibility, which allows them to have more time to focus on their areas of expertise. Choosing the best BPO service for your business can be challenging because there are so many options available and all of them offer multiple features. To create our list of the best BPO services, we focused on what’s most important, including multiple service lines, size of firm and industry focus.

Multiple Service Lines

BPO services provide assistance in two primary areas, the back office and the front office. They may help with back office operations by assisting administration and support personnel with bookkeeping and payment processing and/or front office operations by assisting companies with customer-related services, such as sales and tech support. Because every business has varying needs, we choose BPO services that provide a variety of service lines, such as human resources, finance and accounting, information technology, marketing and knowledge services.

Size of Firm

There are varying advantages and disadvantages of working with a large or a small business process outsourcing service. A BPO service with a large staff will likely get things done more quickly and offer a larger pool of experts in a variety of fields, but companies will lose a lot of control over how tasks are being performed and monitored. Small staff BPO services may appeal to companies that prefer working with a smaller group of people to keep tabs on what’s being done and retain some quality control, but dealing with a smaller staff may also mean dealing with time constraints. We selected BPO services of varying sizes to meet the needs of multiple small businesses.

Industry Focus

BPO services generally offer back office and/or front office services, but they also tend to specialize in specific industries. While most companies work in multiple industries, they generally focus more on certain ones, especially if they have staff members who are experts in certain fields. A company wouldn’t want to contract with a BPO service that specializes in the medical field if it needs help with its banking business. We chose BPO services that work within a broad range of industries to cover the needs of as many small businesses as possible.

The 15 Best BPO Services of 2020

CompanyPriceService LinesMore
AccentureCustom QuoteStrategy and Consulting
Interactive
Information Technology
Business Process Services
Voice Services
Non-Voice BPO/Back Office Services
Visit Accenture
Acquire BPOCustom QuoteVoice Services
Non-Voice BPO/Back Office Services
Automation & AI
Visit Acquire BPO
Ameridial$25 Per HourVoice Services
Non-Voice BPO/Back Office Services
Visit Ameridial
CallboxCustom quoteVoice Services
Non-Voice BPO/Back Office Services
Visit Callbox
CIENCE$25 Per HourVoice Services
Direct Marketing
Digital Strategy
Visit CIENCE
Concentrix$50 - $99 Per HourCRM Consulting and SI
Application Management & Support
Enterprise App Modernization
Visit Concentrix
Genpact$25 Per HourNon-Voice BPO/Back Office Services
IT Managed Services
Artificial Intelligence
Visit Genpact
Helpware$25 Per HourVoice Services
Non-Voice BPO/Back Office Services
Visit Helpware
Infosys$25 Per HourVoice Services
HR Services
Non-Voice BPO/Back Office Services
Visit Infosys
Octopus Tech Solutions$25 Per HourVoice Services
Non-Voice BPO/Back Office Services
Visit Octopus Tech Solutions
Sykes$25 Per HourVoice Services
Non-Voice BPO/Back Office Services
Social Media Marketing
Visit Sykes
Technosys IT Management Pvt. Ltd.$25 Per HourNon-Voice BPO/Back Office Services
Voice Services
Business Consulting
Visit Technosys IT Management Pvt. Ltd.
Teleperformance$300+ Per HourFinance & Accounting Outsourcing
HR Services
Non-Voice BPO/Back Office Services
Visit Teleperformance
The Contact CompanyCustom QuoteVoice Services
Non-Voice BPO/Back Office Services
Visit The Contact Company
Unity Communications$25 Per HourVoice Services
Non-Voice BPO/Back Office Services
IT Staff Augmentation
Visit Unity Communications

Accenture

Accenture Logo
Accenture provides industry-specific strategic recommendations with cross-industry expertise among its global network of over 100 innovation hubs around the world. With a staff of 505,000 in over 200 cities across 51 countries, it helps businesses around the globe stay ahead in the digital economy. It boasts locations around the globe, including offices in Africa, Asia Pacific, Europe, the Middle East, North America and South America. Key services include:

  • Voice services
  • Back office services
  • Strategy and consulting
  • Accenture strategy
  • Applied intelligence
  • CFO and enterprise value
  • Industry X.0
  • Supply chain and operations
  • Talent and organization
  • Interactive technology
  • Software engineering
  • Technology consulting
  • Business process services

Along with its broad industry expertise, Accenture applies diverse skill sets, local insights and next-generation technology to meet each client’s unique business challenges. Its clients span a wide range of industries, including 91 of the Fortune Global 100 and more than three-quarters of the Fortune Global 500.

PriceService LinesFeatures
Custom quoteStrategy and Consulting
Interactive
Information Technology
Business Process Services
Voice Services
Non-Voice BPO/Back Office Services
>10,000+ Employees
>Industry Focus: Communications, Media & Technology, Financial Services, Health & Public Service, Products, Resources
>Key Clients: 91 Fortune Global 100, more than three-quarters of the Fortune Global 500 and others
>More features at Accenture

What Customers Are Saying
Customers praise Accenture’s diverse staff and industry expertise, along with its ability to increase sales. “We felt confident since Accenture had a global, diversified group of consultants who could understand … our requirements,” said one customer. “We increased sales and productivity within the company by a large margin,” said another.

Acquire BPO

Acquire-BPO Logo
Acquire BPO is a full-scale outsourced contact center with nearly 7,000 experienced professionals operating out of 15 locations worldwide, including in the United States, Australia, the Philippines and the Dominican Republic. It serves private and publicly listed companies within a wide range of industries, including Banking & Financial Services, Education, Insurance, Media, Retail and Telecommunications. Key services include:

  • Contact Center: Customer contact solutions, customer service, sales, technical support, marketing and customer acquisition and retention campaigns
  • Back Office: Data cleansing, data entry, finance and accounting, HR administration, payroll, design and development
  • Automation and AI: End-to-end automation solutions, Robotic Process Automation, chatbots, voice biometrics, speech analytics and software development

It helps clients optimize costs, increase productivity and efficiency, develop operational performance and obtain flexibility in staffing and manpower. Past clients include top brands, such as Domino’s, Dodo, Case Stack, Flexigroup, KFC, Monat, Hipages, Jafra, RingCentral, Samsung, Nib, Optus and many others.

PriceService LinesFeatures
Custom quoteVoice Services
Non-Voice BPO/Back Office Services
Automation & AI
>1,000 – 9,999 Employees
>Industry Focus: Banking & Financial Services, Direct Selling, eCommerce, Education, Energy & Utilities, Healthcare, Insurance, Logistics & Transportation, Media, Retail & Consumer Goods, Telecommunications, Travel & Leisure
>Key Clients: Domino's, Case Stack, KFC, Monat, RingCentral, Samsung and others
>More features at Acquire BPO

What Customers Are Saying
Acquire BPO customers often remark on the staff’s efficiency, responsiveness and commitment to the work they do. Customers also appreciate its staffing solutions, including one customer who said, “They allow us to reduce our staff and also reduce the burden on internal employees.”

Ameridial

Ameridial Logo
Ameridial is a U.S.-based customer care call center provider that delivers customized call center solutions to businesses in a range of industries, including nonprofit organizations and Fortune 500 enterprises. Its call center solutions are flexible, PCI-compliant and designed to grow with its clients’ businesses as they reach sales and profitability goals. To enhance service, it matches call center solutions to industry-specific, local teams who are knowledgeable and invested in each client’s success.

Ameridial provides inbound and outbound call center services to businesses worldwide and locally from its offices in Utah, Georgia, Ohio and North Carolina. It offers full-scale outsourcing call center services to provide customer service and sales support while businesses focus on core competencies, or it can augment a business’ internal call center by supporting and working seamlessly with internal staff. All services can be scaled up or down based on company growth and changing markets that impact industries.

PriceService LinesFeatures
$25
Per Hour
Voice Services
Non-Voice BPO/Back Office Services
>1,000 - 9,999 Employees
>Industry Focus: Consumer Products & Services, Health Care & Medical, Nonprofit
>Key Clients: Not provided
>More features at Ameridial

What Customers Are Saying
“The Customer Service Representatives are very experienced, professional and friendly. Ameridial has consistently worked to improve the service level and customer scores. They are communicative and engaged in the project,” said one customer. Other long-time customers also say they generate more sales and just get better each year.

Callbox

Callbox Logo
Callbox is a business-to-business outsourced lead generation and sales support services company that operates as a remote marketing arm to help companies find industry-specific leads and appointments. It works with businesses across industries, including business products and services, IT and software, health care, telecommunications, finance, management consulting, human resources, advertising and manufacturing and distribution in the U.S. Canada, Singapore, Australia and around the globe. Key B2B services include:

  • Lead generation
  • Contacts management
  • Managed leads and appointments
  • Personalized communications
  • Relevant reporting
  • Account-based marketing
  • Database solutions
  • Event marketing services
  • Webinar and virtual event marketing

Callbox handles the time-consuming tasks required to find and qualify potential customers for its B2B clients. It uses hyper-personalized services through multiple channels, including email, voice, social media, chat, website and webinar to accelerate each client’s sales and revenue growth.

PriceService LinesFeatures
Custom quoteVoice Services
Non-Voice BPO/Back Office Services
>250 - 999 Employees
>Industry Focus: Information Technology,
Business Services, Advertising & Marketing
>More features at Callbox

What Customers Are Saying
Callbox customers commend its ability to put together teams that understand their business and effectively generate leads. One customer said, “In a highly competitive market, they have demonstrated why they are a reputable partner. They have shown their commitment to being flexible and adaptable to our specific requirements.”

CIENCE

cience Logo
CIENCE is a comprehensive B2B outsourced lead generation company with a specialization in sales. Its staff provides People-as-a-Service, benefiting clients with its combination of human intelligence, machine learning, industry experience and expert training for better research, sales assistance and appointment setting. The PaaS model provides more targeted leads and predictable pipelines to maximize results more cost-effectively. Key services provided by its teams include:

  • Research prospecting
  • Lead response
  • Sales operations
  • Target audience data
  • Outbound SDR
  • Inbound SDR
  • CRM migration

Its researchers, sales operations specialists and sales development representatives undergo rigorous training and develop an extensive lead generation knowledge base to improve its clients’ sales results. Its staff utilizes multi-channel outreach, including calling, emailing, online, social media and offline to boost overall familiarity with its clients’ brands and unique value. It has previously worked with top brands, including Google, Square, Uber, Microsoft, University of Texas, Yamaha, Qatar Airlines, US Bank and many others.

PriceService LinesFeatures
$25 Per HourVoice Services
Direct Marketing
Digital Strategy
>250 - 999 Employees
>Industry Focus: Information Technology, Business Services, Advertising & Marketing
>Key Clients: Google, Uber, Microsoft, University of Texas, Yamaha, US Bank and others
>More features at CIENCE

What Customers Are Saying
“They brought a warm, human aspect not only to our contacts but also to us,” one CIENCE customer commented. Customers also praise its effective communication product assimilation, including one who said it “excelled at learning the product and determining the most effective way to communicate with potential targets.”

Concentrix

Concentrix Logo
Concentrix is a technology-enabled global business services company that specializes in improving business performance through enhanced customer engagement. It also delivers actionable customer experience (CX) insights and helps its clients stay ahead of the competition and customer expectations through digital transformation. It provides platforms, people and services to support every stage of the customer life cycle with key solutions that include:

  • Analytics and consulting
  • Customer engagement services
  • Digital self-service and cloud
  • Experience design and mobility
  • Finance and accounting
  • Gig services
  • Work at home
  • Innovation, automation and optimization
  • Marketing solutions
  • Technology and systems integration
  • Voice of the customer

Concentrix has programming experts that can modify and enhance existing modules or develop applications from the ground up to cater specific business needs. It offers its clients global reach, delivering services in 33 major languages from its locations in Europe, Asia, Canada, Latin America and the United States.

PriceService LinesFeatures
$50 - $99 Per HourCRM Consulting and SI
Application Management & Support
Enterprise App Modernization
>1,000 - 9,999 Employees
>Industry Focus: Manufacturing, Gaming, Financial Services, Insurance, eCommerce, Advertising, Consulting, Medical, Non-Profits
>Key Clients: 80 Fortune 500 clients
>More features at Concentrix

What Customers Are Saying
Concentrix customers remark on the staff’s level of engagement, including one customer who said, “I am definitely pleased with their team’s willingness to ask questions [and] learn about our business model … The team strives to learn the business and ask intuitive, thoughtful questions about long-term goals.”

Genpact

Genpact Logo
Genpact is a global professional services firm that combines its expertise in end-to-end operations and its AI-based platform, called Genpact Cora, to digitally transform its customers’ experiences. It has 800 global clients, primarily Global Fortune 500 companies, serves 70 countries with 16 delivery countries and 70 delivery centers and operates in 30 languages. Key services include:

  • Core Business Services: Collections, commercial lending and leasing, mortgage and loan origination, onboarding and activation, property and casualty underwriting and claims management, sales, trade promotions management and wealth management
  • Procurement and Supply Chain: Source to pay and supply chain management
  • Risk and Compliance: Credit risk management, enterprise risk and regulatory services, financial crime risk and compliance management, life sciences regulatory affairs and trust and safety
  • Finance and Accounting: Accounts payable, enterprise performance management, F&A consulting, finance-as-a-service, invoice to cash and record to report
  • Digital Transformation Solutions: Augmented intelligence, intelligent automation, customer experience, artificial intelligence, business technology services and robotic process automation
PriceService LinesFeatures
$25
Per Hour
Non-Voice BPO/Back Office Services
IT Managed Services
Artificial Intelligence
>10,000+ Employees
>Industry Focus: Consumer Products & Services, Financial Services, Health Care & Medical
>Key Clients: Ciox Health, Mondelēz International, MGM Resorts International, Heineken and others
>More features at Genpact

What Customers Are Saying
Many of Genpact’s customers brag about Genpact Cora and its ongoing customer support. One customer said it “provides a high-quality product (reliable, easy to use and implement new solutions). Always provides outstanding support when required, extremely responsive, and continually checks in throughout the year to ensure needs are being met.”

Helpware

Helpware Logo
Helpware builds customized teams to cater to each client’s specific needs in customer service and back office support. It works with start-ups and established companies from its eight worldwide offices, providing:

Customer Service:

  • Customer Support: Via phone, chat, email, social media and in-app support
  • Multilingual Support: In over 20 languages
  • Technical Support: Using dedicated agents with various tech backgrounds
  • Customer Success: Dedicated managers who improve NPS, fight churn rates, upsell and maintain health relationships

Back Office Support:

  • Content Moderation: Monitor and approve or remove content based on predetermined rules regarding user-generated content
  • Data entry: Typists, transcribers, coders and clerks to handle all data entry needs
  • Research: Handle all aspects of web research, including a QA program to deliver desired results
  • Order Processing: Manage all aspects of order processing, including returns
  • Account Set Up: Handle all set up tasks required for new customers
  • Annotation: Handle various annotations from API driven tools to fully manual processes
PriceService LinesFeatures
$25
Per Hour
Voice Services
Non-Voice BPO/Back Office Services
>250 - 999 Employees
>Industry Focus: Information Technology
>Key Clients: Zendesk, Google, Cisco, Universal Studios, Kissmetrics, Sport Logiq and others
>More features at Helpware

What Customers Are Saying
Helpware strives for a modern approach to outsourcing, which its customers comment on. “We greatly appreciate the fact that they’re forward-thinking and driving results constantly,” said one customer. Many customers also commend its attentiveness, including one who said, “They are responsive and attentive. They understand how to make this work.”

Infosys

Infosys Logo
Infosys offers integrated end-to-end outsourcing services and transformational benefits to clients worldwide, including IT and business process management solutions. It has 43,000+ employees across 100+ nationalities and 32 delivery locations spread across 16 countries to provide services that increase productivity, reduce costs and accelerate innovation, including:

  • Experience: Digital marketing, commerce and interactions
  • Insight: Artificial intelligence, automation and data analytics
  • Innovate: Blockchain, engineering services and Internet of Things (IoT)
  • Accelerate: Agile & DevOps, digital process automation, open source development and migration, salesforce, API economy and microservices, mainframe modernization, Oracle, service experience transformation, Cloud, Microsoft Cloud Business, SAP and workplace transformation
  • Assure: Cyber security and testing
  • Application Development and Maintenance: Application development, maintenance and support, and domain and technology consulting
  • Consulting Services: CIO advisory, supply chain and operations, enterprise products, enterprise change and transformation management
  • Reimagining Business Process Management: Business process management, customer service, finance and accounting, human resources, sourcing and procurement
PriceService LinesFeatures
$25
Per Hour
Voice Services
HR Services
Non-Voice BPO/Back Office Services
>10,000+ Employees
>Industry Focus: Financial Services, Health Care & Medical, Telecommunications
>Key Clients: Aimia, Hilti, Kellogg's, JFK Health System, Dansk Supermarked and others
>More features at Infosys

What Customers Are Saying
“Infosys’ competitive rates, broad expertise, and excellent responsiveness helped keep the project on target until its conclusion,” said one Infosys customer. Responsiveness is one trait commonly applauded by customers, along with its knowledgeable staff, firm grasp of the subject matter and project management skills.

Octopus Tech Solutions

Octopus-Tech-Solutions Logo
Octopus Tech Solutions provides a broad range of outsourcing solutions to help businesses across industries reduce cost and improve profitability. Key services include:

  • Web Design: Web design and development, responsive design, WordPress development, web hosting, SEO
  • eCommerce Development: eCommerce web design and store customization, plugin and module development, eCommerce app development and Magento, BigCommerce and Shopify development
  • Voice Support: BPO services, inbound and outbound call center services, customer service outsourcing, telemarketing, technical support, health care BPO services, legal process outsourcing, lead generation
  • Call Center Support for Non-Banking Financial Company: Debt collection services, customer support services, backend support services, customer acquisition and onboarding
  • Non-Voice Support: Chat and email support, data entry, moderation services
  • Virtual Assistant: Virtual assistants for real estate and doctors
  • E-Surveillance Services: E-Surveillance for Hotels, Warehouses and Schools

It offers a low hourly rate and provides services in various industries, including financial services, health care, commerce, telecommunications, shipping and logistics.

PriceService LinesFeatures
$25
Per Hour
Voice Services
Non-Voice BPO/Back Office Services
>50 - 249 Employees
>Industry Focus: Financial Services, Commerce, Health Care & Medical
>Key Clients: Amazon, Moneed, Alberta Independent Media, Giftex, Bon Gateau, Reading Kingdom and others
>More features at Octopus Tech Solutions

What Customers Are Saying
Despite a small staff, Octopus Tech Solutions’ customers often praise its timeliness, efficiency and ability to meet deadlines, even when fulfilling large commitments. One customer said it’s “a small, skilled, agile team that always fulfills their commitments,” and another said it “met every requirement and delivered results by each deadline.”

Sykes

Sykes Logo
Sykes provides multi-channel demand generation and customer engagement services for Global 2000 companies and small to midsize companies and their end customers. It has 72 physical locations in more than 23 countries around the world and an ever-expanding at-home workforce. It offers support in more than 40 languages and on whatever delivery channel a business’ customers prefer, including voice, email, chat, social media and self-service content. Key services include:

  • Intelligent CX innovations
  • CX analytics
  • Multi-channel solutions
  • Social media care
  • Chat support
  • Digital self-service software
  • Customer acquisition and retention
  • Sales through service
  • Digital marketing and sales
  • Customer life cycle management solutions

It has the staff, technology and organizational infrastructure to adapt to a wide array of client needs whether they need a traditional contact center or home-based service. It serves a variety of industries, including communications, energy and utilities, financial services, health care, insurance, retail, small and medium businesses, technology and travel.

PriceService LinesFeatures
$25
Per Hour
Voice Services
Non-Voice BPO/Back Office Services
Social Media Marketing
>10,000+ Employees
>Industry Focus: Communications, Financial Services, Health Care, Retail, Small & Medium Businesses, Technology, Travel, Insurance
>More features at Sykes

What Customers Are Saying
No reviews available.

Technosys IT Management Pvt. Ltd.

Technosys-IT-Management-Pvt.-Ltd. Logo
Technosys IT Management provides business process outsourcing that delivers end-to-end transformative administrations for its customers around the globe. Industries it works with include eCommerce, real estate, retail, telecommunications, media and entertainment, customers brokerage, automobiles, education, manufacturing, energy and utilities, banking and finance, mortgage, insurance and health care. Its coordinated IT and BPO approach empower it to address a wide array of business challenges for its customers. Key services include:

  • Lead generation
  • Electronic and print data conversion
  • BPO services
  • Customer support
  • Back office operations
  • Live chat services
  • Sales telemarketing
  • ROP services
  • Transcription services

Technosys also offers IT solutions, including website design and development, software development, branding, logo designing, bulk SMS and hosting. It also provides a wide selection of online data entry services for hospital records, legal documents, coupon redemptions, receipts and bills, customer feedback, surveys, memberships, claim forms, mailing lists, shipping documents, payment processing, product registration, credit card applications and more.

PriceService LinesFeatures
$25
Per Hour
Non-Voice BPO/Back Office Services
Voice Services
Business Consulting
>10 - 49 Employees
>Industry Focus: Business Services, Information Technology, Telecommunications
>More features at Technosys IT Management Pvt. Ltd.

What Customers Are Saying
Customers remark on its problem-solving techniques, customer service, flexibility and effectiveness. One customer said, “Our multi year partnership with Technosys allowed us to add scale to our operations, greatly increasing our productivity. The addition of quality staff provides the flexibility to respond to rapidly changing business environments.”

Teleperformance

Teleperformance Logo
Teleperformance is an omnichannel BPO company headquartered in France with 300,000 employees across 400 contact centers in 80 countries serving over 170 markets in over 265 languages. It specializes in outsourced omnichannel BPO or customer experience management. It delivers numerous core services to business around the world, including:

  • Customer Experience: Customer care, technical support, sales, social media, chat, accounts receivable, interpretation and translation and customer acquisition
  • Back Office Services: Back office, content moderation, finance and accounting, HR services, visa and consular services and debt collection
  • Digital Transformation: Analytics, intelligent automation, CX consulting, digital platforms, CX Lab and cloud campus
  • Capabilities: Smart-shoring, work-at-home, multilingual hubs, security and process standards

Industries Teleperformance serves include automotive, banking and financial services, health care, retail eCommerce, technology, telecommunications, media, travel, logistics, hospitality, and energy and utilities. Some notable previous clients include Western Union, Dubai Health Authority, Saudi Aramco, Du Telecom and Fawry.

PriceService LinesFeatures
$300+
Per Hour
Finance & Accounting Outsourcing
HR Services
Non-Voice BPO/Back Office Services
>10,000+ Employees
>Industry Focus: Government, Other
>Key Clients: Saudi Aramco, Western Union, Du Telecom, Fawry, Dubai Health Authority and others
>More features at Teleperformance

What Customers Are Saying
Teleperformance customers frequently comment on the staff’s professionalism, hard work and positive performance. One customer said working with Teleperformance “has meant the cross-skilling of some, and indeed a change of channel (or both) for others. To see that effort to also translate into positive results is a fabulous achievement.”

The Contact Company

The-Contact-Company-Logo
The Contact Company works as a trusted partner to worldwide organizations in various sectors to manage and develop their customer contact process. Its customer management operations incorporate responsive, scalable services, and it reacts quickly to market changes and client demands. Key services include compliance support, plus:

  • Customer Contact: Inbound customer contact, social media support, complaints resolution, compliance and risk management, back office support, customer acquisition, revenue generation, service/product launch support and 24/7 multi-lingual support
  • Insight and Analysis: Customer experience improvement, service design, digital channel implementation and improvement, self-serve initiatives, new business/service models and technology change

It removes unnecessary obstacles to save businesses time and money. It works with start-ups and established businesses alike and serves the financial, fast moving consumer goods (FMCG), health, logistics, public, retail and telecommunications industries. Key clients it has worked with in the past include Great Little Trading Company, Liverpool FC, The Health Lottery, Typhoo Tea, Argos and others.

PriceService LinesFeatures
Custom quoteVoice Services
Non-Voice BPO/Back Office Services
>1,000 - 9,999 Employees
>Industry Focus: Business Services, Financial Services, Retail
>Key Clients: Great Little Trading Company, Liverpool Football Club, The Health Lottery, Typhoo Tea, Argos, Euro Car Parts and others
>More features at The Contact Company

What Customers Are Saying
“The Contact Center has proven to be a successful partner for lasting customer satisfaction. Their support representatives are committed to maintaining a productive workflow and transparent communication. They deliver maximum engagement and generate positive results,” said one customer. Other customers commend its transparency, reliability and competitive prices.

Unity Communications

Unity-Communications-Logo
Unity Communications is a U.S.-based, international BPO service based in Gilbert, Arizona, with centers in the United States, Costa Rica, the Dominican Republic and the Philippines. It specializes in companies looking for small teams to augment their staff in the United States, Canada, United Kingdom, Europe and Australia. It works with start-ups and small to medium businesses with key services, including:

  • Administrative support
  • Data entry
  • IT help desk
  • CRM and help desk
  • Voice, email and chat support
  • Live operator inbound and outbound customer service
  • Live 24/7 answering service with transfer options
  • Customer service virtual assistants
  • eCommerce support and compliance
  • Order taking and upselling services
  • Follow-ups and confirmations
  • General bookkeeping and accounting receivables
  • Appointment setting
  • Lead generation and qualification
  • Telemarketing
  • Health care billing and insurance verification
  • Medical coders
  • Medical claims processing
  • Medical accounts receivable

Unity Communications creates a complete, seamless customer experience via complex IT, virtual networks and PBX to provide companies with a global presence.

PriceService LinesFeatures
$25
Per Hour
Voice Services
Non-Voice BPO/Back Office Services
IT Staff Augmentation
>250 - 999 Employees
>Industry Focus: Information Technology, Business Services, Telecommunications
>Key Clients: ATT, RingCentral, Wireless Watchdogs, MSP's, IT companies and others
>More features at Unity Communications

What Customers Are Saying
United Communications’ customers commend its ability to execute tasks accurately and in a timely manner and its results. “The team is quick to learn and diligent to execute newly assigned tasks. Customers can expect an organized and thorough vendor that’s flexible in taking on crucial business responsibilities,” said one customer.

What Is BPO Service?

BPO, or business process outsourcing, service involves subcontracting certain business-related operations and responsibilities to third-party service providers. Both small start-ups and large established companies opt to outsource certain business processes to access innovative services and stay competitive. Companies generally outsource services in the two main areas of business operations: the front office and the back office.

Front office operations deal with tasks that involve direct customer contact, such as telemarketing and customer service and support. Back office operations deal with core business functions without customer contact, such as payment processing, human resources, quality assurance, accounting and IT services. Front office outsourcing is generally referred to as voice services, and back office outsourcing is called non-voice services.

BPO companies are based in countries around the globe and may provide services locally and/or worldwide. Therefore, BPOs are generally divided into types based on the service provider’s location in relation to the company requesting service. There are three primary types, including offshore outsourcing for companies who contract with BPO services in a foreign country, onshore or domestic outsourcing for companies who contract with BPO services in the same country and nearshore outsourcing for companies who contract with BPO services in neighboring countries.

Benefits of BPO Service

Companies are often drawn to BPO services to take advantage of operational flexibility because outsourcing time-consuming administrative and tech support tasks allows them to reallocate time and resources. It allows business owners and their staff to focus on more critical functions and core competencies, which can ultimately boost their competitive advantage. Other benefits include:

  • Reducing labor costs by leveraging lower-cost labor markets and cutting down on in-house labor, including costs for onboarding and training
  • Freeing up capital by reducing required workspace and avoiding expensive investments for facilities or equipment to support business processes you can outsource instead
  • Increasing productivity because outsourcing companies specialize in the business processes they handle, so they’re quicker and more accurate, and in-house staff can get more done when they’re tied up performing non-core tasks
  • Accessing state-of-the-art technology because BPOs strive to improve their processes and stay competitive by remaining current on latest technology and innovations
  • Expanding global presence because BPOs with offices around the world can serve your customers in multiple languages and at any time of the day and night
  • Leveling the playing field for small businesses who can’t afford to compete with the in-house support large businesses have

What to Look For in a BPO Service

When you’re searching for a competent BPO service, recommendations from your local business community can be invaluable in creating a list of possibilities based on proven results other business leaders received. Online reviews can also be helpful when comparing options. Once you’ve created your list, evaluate each provider to determine whether their services and industry focus align with your business and its outsourcing needs.

Primary concerns should be whether the BPO has expertise performing your required business processes in your specific industry and has enough manpower to meet necessary deadlines. Just because a business process is listed in its service line and your industry is mentioned as an industry focus doesn’t mean the BPO has the appropriate experience. Look at its list of past clients and projects to better evaluate its areas of expertise. Ask for references of companies in your field they’ve worked with previously, and call them to see whether they’d recommend the BPO. Also, ask about the number of staff members you’d be working with and whether you’d have a dedicated team or they would be working for other clients at the same time.

The Cost of BPO Service

BPO service providers have different cost models that vary from one outsource company to another, and some may not offer the pricing model you prefer. One common pricing model is the cost per call or cost per contact model, which charges you for the length of time BPO staff are physically on the phone. This pricing model can be difficult to manage with fluctuating monthly charges that are hard to budget. Another option is the cost per time model in which you pay an hourly rate when BPO staff are working for you.

The companies on our list offer a cost per time model with the average cost being $25 per hour. This aligns with the average rates in the United States for standard outbound programs, which are $22 to $28, although rates for advanced skill programs that require licensed agents generally run higher at $30 to $50 hourly. Offshore outsourcing can be significantly less, which primarily depends on the company’s home country due to minimum wage differences in each country. In any outsourcing contract, watch for extra or hidden fees, such as being charged for training, meetings and other support services not included in your cost per time rate.