The Best Call Center Services of 2020

Our call center services reviews are the result of over 40 hours of research on 95+ call center service companies from across the web. These reviews and our call center services guide help small businesses and startups find the best call center services 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 Call Center Services

Call centers can provide customer service and support and/or take orders for a business. When consumers have questions about or problems with a business’ product or service, they want to call a number and speak to a real person not an automated system. Call centers give companies a competitive advantage, especially if the call center service provides 24/7 support to serve those customers who can’t call during business hours. Choosing the best call center service for your business can be difficult, because there are numerous options and they all offer multiple features. To create our list of the best call center services, we focused on what’s most important, including multiple service lines, size of firm and industry focus.

Multiple Service Lines

Call centers primarily provide inbound and outbound services. Inbound services handle incoming calls for a business, providing tech support, order processing, appointment setting or other similar tasks. Outbound services involve call center agents placing calls for the business, which can include performing telemarketing or lead generation to increase sales or market research to gather important information or opinions. Every business has different needs, so we chose firms that offer a multitude of service lines from voice service to non-voice BPO/back office services, artificial intelligence, lead generation and more.

Size of Firm

Technological advances allow consumers to communicate through various channels, so call centers may handle phone calls, plus live chat, email and social media messaging. Large call centers have more manpower to handle larger call volumes from numerous channels, but bigger isn’t always better. While smaller call centers might not be able to handle as much volume, they tend to work hard to achieve goals and are more open to providing customized solutions. There are advantages and disadvantages of working with large or small firms, including the costs involved. We selected call center services of varying sizes to meet the needs of multiple small businesses.

Industry Focus

When business owners hire call centers to sell their products or services or to handle customer orders, questions or complaints, they want to know that the person handling these calls understands their industry. Whether a call center is making or receiving calls, it’s vital that its employees have a firm grasp of the industry and what’s offered within this industry. Although call centers may work with companies in a variety of industries, they tend to focus on a select few. We chose firms that cover a wide range of industries to cover as many businesses needs as possible.

The 15 Best Call Center Services of 2020

CompanyPriceService LinesMore
CIENCE TechnologiesLess Than $25
Per Hour
Voice Services
Direct Marketing
Digital Strategy
Visit CIENCE Technologies
Concentrix$50 - $99
Per Hour
CRM Consulting and SI Application
Management & Support
Enterprise App Modernization
Visit Concentrix
ConduentLess Than $25
Per Hour
HR Services
Voice Services
Non-Voice BPO/Back Office Services
Visit Conduent
Five Star Call Center$25 - $49
Per Hour
Voice Services
Non-Voice BPO/Back Office Services
HR Services
Visit Five Star Call Center
GCS Agents$25 - $49
Per Hour
Voice Services
Business Consulting
Non-Voice BPO/Back Office Services
Visit GCS Agents
Global ResponseCustom QuoteVoice Services
Non-Voice BPO/Back Office Services
Visit Global Response
HelpwareLess Than $25
Per Hour
Voice Services
Non-Voice BPO/Back Office Services
Visit Helpware
Octopus Tech SolutionsLess Than $25
Per Hour
Voice Services
Non-Voice BPO/Back Office Services
Visit Octopus Tech Solutions
Quality Contact Solutions$25 - $49
Per Hour
Voice ServicesVisit Quality Contact Solutions
SykesLess Than $25
Per Hour
Voice Services
Non-Voice BPO/Back Office Services
Social Media Marketing
Visit Sykes
TeleDirectCustom QuoteVoice ServicesVisit TeleDirect
TeleTech$25 - $49
Per Hour
Voice ServicesVisit TeleTech
Unity CommunicationsLess Than $25
Per Hour
Voice Services
Non-Voice BPO/Back Office Services
IT Staff Augmentation
Visit Unity Communications
VoiceNationLess Than $25
Per Hour
Voice ServicesVisit VoiceNation
XACTCustom QuoteVoice ServicesVisit XACT

CIENCE Technologies

CIENCE-Technologies Logo
CIENCE Technologies is a comprehensive B2B lead generation company with sales specialization that utilizes fully trained researchers, sales development reps and sales operations specialists to improve a company’s sales results. It uses a multi-channel approach, including calling, emailing, social media and online and offline resources to boost a company’s brand familiarity and unique value. Key solutions include:

  • Inbound SDR: Tasks include real-time chat client, human response to online forms, preliminary qualification and enrichment of data
  • Outbound SDR: Dedicated teams enable companies to launch sequenced campaigns to targeted audiences with personalized emails and outbound phone calls.
  • Sales Researchers: Gather demographic, firmographic, technographic and psychographic data on a company’s target audience using the latest AI and machine learning tools available.
  • CRM Migration: Develop positioning, collaborating, onboarding, executing and tracking processes to implement a more efficient system of record.

CIENCE provides a different kind of outsourced lead generation built around specialized staffing and its People-as-a-Service modeling. PaaS combines human intelligence and machine learning with expert training and industry experience to offer superior research, sales assistance and appointment setting.

PriceService LinesFeatures
Less Than $25
Per Hour
Voice 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 Technologies

What Customers Are Saying
CIENCE customers often remark on its ability to learn new products and finding effective ways to communicate with potential targets. One customer said, “Technologies developed messaging that accurately reflected the brand and delivered valuable insights to increase the efficacy of lead generation campaigns. The team’s timeliness and attentiveness streamlined the collaboration.”

Concentrix

Convergys-now-concentrix Logo
Concentrix is a technology-enabled global business services company that specializes in customer engagement. Its staff of 130,000 represents leading brands from its locations in the U.S., Canada, Latin America, Europe and Asia and delivers its Work At Home services in 33 major languages to fulfill its clients’ call center needs.

Concentrix’s Work At Home services help clients quickly react to unplanned events, support volume surges and meet seasonal demands. Its teams align with each client’s brand and deliver results through exceptional customer experiences, including:

  • Customer care
  • Technical support
  • Back office support

Working with clients across multiple industries, it provides a virtual end-to-end, permanent work at home agent model with a secure, privacy-focused environment that includes:

  • 100% encrypted voice delivery using VoIP
  • Secured virtual private network
  • Virtual desktop security that prevents copying, transferring, saving or printing customer data
PriceService LinesFeatures
$50 - $99
Per Hour
CRM Consulting and SI Application Management & Support
Enterprise App Modernization
>1,000 - 9,999 Employees
>Industry Focus: Manufacturing, Gaming, Financial Services, Insurance, E-commerce, Advertising, Consulting, Medical, Non-Profits
>More features at Concentrix

What Customers Are Saying
“Concentrix Corporation is a valuable technology partner. The team strives to learn the business and ask intuitive, thoughtful questions about long-term goals,” one customer said. Customers also commend its staff’s willingness to provide ongoing support.

Conduent

conduent Logo
Conduent boasts 114 locations in 18 countries, utilizing 27,000 associates, including over 15,000 work-at-home associates, to provide 24/7 any-shore delivery in 20 languages. It takes both human and digital approaches to help clients reduce costs and drive revenue growth and provides a full range of customer contact services, including:

  • Customer care
  • Technical support
  • Loyalty management
  • Outbound sales
  • Inbound sales
  • Payment solutions

Conduent serves clients across sectors, including financial services, manufacturing, automotive, health and life sciences, aerospace and defense, retail, consumer goods, travel, hospitality, technology, telecom, transportation and the public sector. Key solutions include:

  • Business operations solutions
  • Commercial healthcare solutions
  • Customer experience management
  • Government solutions
  • HR & learning solutions
  • Legal, compliance and analytics
  • Transportation solutions

Conduent provides tailored, industry-specific solutions to drive significant ROI for its clients. It helps clients enhance their overall customer experience by leveraging video chats, AI, machine language, IOT and predictive analytics to deliver a seamless omnichannel experience.

PriceService LinesFeatures
Less Than $25 Per HourHR Services
Voice Services
Non-Voice BPO/Back Office Services
>10,000+ Employees
>Industry Focus: Business Services, Consumer Products & Services, Financial Services
>More features at Conduent

What Customers Are Saying
Customers speak highly of Conduent’s products and solutions and their staff’s willingness to collaborate. “They almost respond immediately whenever we are in need. As our work had to be completed in a short span of time, their timely help benefited us in many ways,” said one customer.

Five Star Call Center

Five-Star-Call-Center Logo
Five Star is a locally owned, full-service contact center outsourcing company with four Midwest locations and over 35 years of experience. It provides clients with 24/7 service using dedicated and shared associate models that deliver customer support via voice, live chat, email and other mediums as needed. Key solutions include:

  • Inbound: Order management, reservations, scheduling, tech support, held desk, up-selling, cross-selling, customer loyalty programs, consumer information, literature requests, referral services and warranty and service.
  • Outbound: Lead generation and qualification, prospect identification, payment reminders, crisis management, product awareness, product service and sales, quality assurance, membership renewal, surveys and polls, market research, email follow-up, direct mail and customer retention programs.
  • Chat and email: Real time customer support, customer care, query responses, IT services and technical support, price quotes, order fulfillment and pre-sale and post-sale customer service.

It also provides interactive voice response, call center software, call center consulting and free customized quotes.

PriceService LinesFeatures
$25 - $49
Per Hour
Voice Services
Non-Voice BPO/Back Office Services
HR Services
>250 - 999 Employees
>Industry Focus: Retail, Product Support, Hospitality, Healthcare, Finance, Professional Services
>More features at Five Star Call Center

What Customers Are Saying
“We were looking for a company who would grow with us and provide the same level of customer service to our customers that our reps provide. Five Star has not disappointed us,” said one customer. Many Five Star customers specifically chose them because call center management is all they do.

GCS Agents

GCS-Agents Logo
GCS Agents offers scalable domestic and near-short contact center solutions with a hub-and-spoke model that serves front line, after-hours, overflow and seasonal programs. Its agents become experts on the businesses they serve and provide 24/7 omnichannel support solutions via IVR or live agent, chat, email, text, social channels, video, web and direct mail. GCS Agents ensures clients’ customers receive a consistent message and experience that builds brand awareness and trust. It tailors call and contact center processes to meet individual business’ needs and goals. Key solutions include:

  • S. Based Remote Agents
  • At Home Agents: Immediate Start
  • Overflow and Hotline Staffing
  • Tele-Med Support
  • Health Care Check-In
  • Disaster Response
  • Municipal Experience (211, 311, ADA)
  • Contact Tracing Call Centers
  • Rapid On-Boarding
  • Remote Training
  • QA and Reporting

GCS Agents delivers fast startup with high capacity 24/7 coverage through dedicated and shared agent models. It also boasts flexible pricing, strict quality control and continuous innovation.

PriceService LinesFeatures
$25 - $49
Per Hour
Voice Services
Business Consulting
Non-Voice BPO/Back Office Services
>250 - 999 Employees
>Industry Focus: Financial Services, Government, Consumer Products & Services
>Key Clients: Industry leaders in the corporate and public sector, including banking, insurance, transportation, hospitality, government, technology and others.
>More features at GCS Agents

What Customers Are Saying
Customers often brag about GCS Agents’ high level of communication and ability to tailor and implement custom solutions. One customer said, “They were fantastic with their communication,” and another said, “They put together exactly what we needed. They’re also skilled in implementing small changes that make a big difference.”

Global Response

Global-Response Logo
Global Response provides a full range of outsourced contact center services that goes beyond traditional call center services to interact with its clients’ customers via any channel. Based in the U.S., it offers dedicated customer service, inbound and outbound sales, live chat, social media monitoring, email response, IVR solutions and analytics. Key omnichannel contact center services include:

  • Complete Customer Care
  • Help Desk
  • Order Management
  • Order Status
  • Cross-sell and Upsell
  • Lead Generation
  • Lead Qualifying
  • Tech Support
  • New Product/Service Announcements
  • Surveys
  • Dealer Locator
  • Customer Account Inquiries
  • Credit Card Validation
  • Network Queuing
  • Call Routing
  • Call Recording
  • Business Process Outsourcing

Global Response serves the automotive, technology, education, health care, luxury and retail industries and customizes workflows to support each client’s business. It’s certified compliant with PCI DSS Level 1 and System and Organization Controls 2 Type 2 and works with over 100 technology partners to effectively integrate with its clients’ platforms.

PriceService LinesFeatures
Custom QuoteVoice Services
Non-Voice BPO/Back Office Services
>1,000 - 9,999 Employees
>Industry Focus: Consumer Products & Services, Education, Financial Services
>Key Clients: National Geographic, MoMA, CB2, Toyota, Burlington and others
>More features at Global Response

What Customers Are Saying
Global Response’s customers often comment that its infrastructure, responsiveness and innovative ideas are some of the company’s greatest strengths. “They act as a strategic partner that is crucial to our business success,” said one customer and another said, “They save us a substantial amount of employee hours.”

Helpware

helpware Logo
Helpware builds customized teams to help its clients provide customer service via multiple channels, including voice, chat, video chat, email, social media, text, instant messaging and in-app support. It works with startups and established companies from its eight worldwide offices located in the U.S., Philippines, Ukraine and Mexico. Key elements of its voice and non-voice customer service include:

  • Multilingual Support: Provided in over 20 languages to support customers around the globe
  • Technical Support: Provided by dedicated agents with various tech backgrounds and trained to handle the most technical issues
  • Customer Success: Provided by dedicated managers who improve NPS, fight churn rates, upsell and maintain healthy relationships

Helpware’s customer service solutions also extend to back office support. Key services include managing all aspects of order processing, including returns, and handling all tasks required to set up accounts for new customers. It also provides content moderation, data entry, research and annotation.

PriceService LinesFeatures
Less Than $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
Customers recommend Helpware for its forward-thinking approaches, attentiveness and continual communication. “Since engaging Helpware, customer satisfaction scores have continued to increase month-on-month. The team meets on a biweekly basis to discuss any potential issues, and they maintain a constant connection through Slack,” one customer praised.

Octopus Tech Solutions

Octopus-Tech-Solutions Logo
Octopus Tech Solutions is a call center outsourcing firm with clients across sectors, including the telecom, shipping, logistics, fintech, e-commerce and DTH and cable sectors. It provides a wide range of solutions, including:

  • Inbound Call Center Services: Customer service, help desk, inbound sales, cross-selling, upselling, lead nurturing, order processing, product support, claim processing, customer issue resolution and customer survey
  • Outbound Call Center Services: Lead generation, sales, customer retention, appointment scheduling and customer survey
  • Telemarketing Services: Inbound, outbound, B2B and B2C telemarketing and customer retention
  • Non-Voice Support Services: Chat and email support and virtual assistant
  • Technical Support Services: IT help desk and computer and peripherals, operating systems, portable devices and email tech support
  • Non-Banking Financial Company Call Center Support: Debt collection, customer support, back-end support, customer acquisition and onboarding services
PriceService LinesFeatures
Less Than $25
Per Hour
Voice Services
Non-Voice BPO/Back Office Services
>50 - 249 Employees
>Industry Focus: Financial Services, Commerce, Health Care & Medical
>Key Clients: TATA | Sky, Goodyear Footwear, Cricket All-Starts, Amazon, +LIFEGUARD and others
>More features at Octopus Tech Solutions

What Customers Are Saying
“Octopus Tech Solutions met every requirement and delivered results by each deadline. Their transparent and collaborative approach made for a seamless partnership. Customers can expect frequent communication and efficiency from their team,” said one customer. Other customers also praised its precise communication, timeliness, reliability and effectiveness in producing positive results.

Quality Contact Solutions

Quality-Contact-Solutions Logo
Quality Contact Solutions is a PCI Certified Level 1 Call Center that provides inbound call center services and outbound marketing solutions for B2C and B2B customer contacts. It offers shared and dedicated inbound call center options. Key services include:

  • Customer Service
  • Customer Support
  • Tier 1 Technical Support
  • Tier 1 Help Desk
  • Order Processing
  • Inbound/Outbound Sales
  • Inbound/Outbound Telemarketing Services
  • Existing Customer Cross-Sell
  • Lead Generation
  • Lead Qualification
  • Appointment Setting
  • Contact Management
  • Inquiry Management
  • Account Maintenance
  • Dealer Locator
  • B2B and B2C Outbound Marketing
  • Consulting and Telemarketing QA

Quality Contact Solutions understands key metrics and can assist clients with accurately forecasting incoming call, email, chat and text volumes. It supports a diverse array of industries, including agriculture, automotive, commercial banking, commercial roofing, energy/utilities, financial services, health care, insurance, media and entertainment, pharmaceuticals, professional member associations, publishing and telecom.

PriceService LinesFeatures
$25 - $49
Per Hour
Voice Services>10-49 Employees
>Industry Focus: Business Services, Automotive and Other Industries
>Key Clients: Allstate, Black Hills Energy, The Economist, Sandals, Farmers Insurance, CBS Radio and others
>More features at Quality Contact Solutions

What Customers Are Saying
Many Quality Contact Solutions customers praise their results, including improved customer service departments and increased revenues. One customer said, “Quality Contact Solutions has been amazing with generating new business for us, establishing a better relationship with our customers and saving us time and money by doing the work for us.”

Sykes

Sykes Logo
Sykes operates 72 physical locations in over 23 countries across the globe, plus an ever-expanding at-home agent workforce that currently comprises over 20,000 home-based locations across six countries, including 40 U.S. states. It delivers support services over 40 languages via multiple channels, including voice, live chat, email, social media and self-service content.

SYKESHome is built on a secure HIPAA-compliant and PCI-certified platform, making it ideal for all industries, including health care, financial services, retail, technology, travel, hospitality, education, business data analysis and telecommunications. Key services include:

  • General and Complex Customer Support
  • Customer Acquisition and Retention
  • Intelligent CX Innovations and Analytics
  • Health Care Benefit Enrollment and Inquiries
  • Credit Application Processing
  • Account and Card Activations
  • Order Processing
  • Payment Processing
  • Returns and Exchanges
  • Warranty and Rebate Processing
  • Device Upgrades
  • Tier 1 and Escalated Tech Support
  • Technology Activations and Upgrades
  • Bookings and Reservations
  • Roadside Assistance and Emergency Services
  • Billing Inquiries
  • Field Services Dispatch
  • Store Locator
PriceService LinesFeatures
Less Than $25
Per Hour
Voice Services
Non-Voice BPO/Back Office Services
Social Media Marketing
>10,000+ Employees
>Industry Focus: Communications, Financial Services, Healthcare, Retail, Small & Medium Businesses, Technology, Travel, Insurance
>More features at Sykes

What Customers Are Saying
Customers often praise Sykes for their professionalism, willingness to collaborate, excellent customer service. One client, a tech operations lead, said, “SYKES has outstanding leadership and values our customers as though they were their own.”

TeleDirect

TeleDirect Logo
TeleDirect works with companies of all sizes from Fortune 500s to startups and offers 24/7 multi-channel solutions, including voice, text, chat, email and social media. Clients may choose shared or dedicated agents with support offered in English, Spanish and other languages depending on a client’s clientele. Key services include:

  • Inbound Call Center Services: Customer service, Tier 1 tech support, overflow and after-hours support, lead qualification, order processing, direct response and media support, reservations and help desk.
  • Outbound Call Center Services: Dedicated agents, lead generation, market research, telesales, upsells, customer retention, appointment setting, seminar and event registrations, scheduled callbacks and lead follow-up, and surveys, polls and feedback.
  • Complete Cloud Contact Center Capability
  • Hosted Call Center Software
  • Virtual Call Center Software
  • Inbound Call Center Software: Scripts and Analytics
  • Cloud Call Center Assistance and Turnkey Consulting
  • Optional Add-On Services: Call recordings, text notification, patch time and interactive voice response.
PriceService LinesFeatures
Custom QuoteVoice Services>250 - 999 Employees
>Industry Focus: Healthcare, Insurance, Financial Services, Other Industries
>Key Clients: RING2media, WAY-FM, Vinomis, Resourcesolutions, TaxAudit.com and others
>More features at TeleDirect

What Customers Are Saying
Customers appreciate that TeleDirect offers multiple service options and, and the second-to-second billing feature helps keep costs in check.

TeleTech

TeleTech Logo
TeleTech is a global customer experience company that designs, builds and operates omnichannel customer experiences for brands around the world. It has 50,000 employees operating on six continents with over 3.5 million customer interactions daily. Key services include:

  • CX Strategy & Digital Consulting: Customer experience journey mapping, contact center consulting, omnichannel strategy and value mapping and ROI
  • CX Analytics: Voice of the Customer, growth analytics, speech analytics and customer insights platform
  • Engagement Services: Customer care, contact center outsourcing, contact center associate training, speech analytics, CX for startups
  • Automation and AI: Robotic process automation, knowledge management, customer assist, associate assist, AI simulated training, AI analytics and insights and omnichannel technology
  • Omnichannel Orchestration: Contact center software, journey orchestration, cloud migration services, messaging and CRM development
  • Back Office Support: Back office experience across all industries, transaction processing, benefits administration, trust and safety, reconciliation, content management
  • Fraud Prevention and Detection: Safe harbor and community watch
PriceService LinesFeatures
$25 - $49
Per Hour
Voice Services>10,000+ Employees
>Industry Focus: Not Provided
>More features at TeleTech

What Customers Are Saying
TeleTech customers enjoy the large staff which ensures all clients have a point of contact who is easy to reafh, and the multiple omnichannel services is another major perk.

Unity Communications

Unity-Communications Logo
Unity Communications is a U.S. based BPO headquartered in Gilbert, Arizona, with centers throughout the nation, as well as in the Philippines, Dominican Republic and Costa Rica. It specializes in companies in the U.S., United Kingdom, Canada, Europe and Australia that are looking for small teams to augment their staff. It works with startups, small to midsize businesses and medium businesses. Key call center services it provides includes:

  • Live Operator Inbound and Outbound Customer Service
  • Live 24/7 Answering Service with Transfer Options
  • Order Taking and Upselling
  • Appointment Setting
  • Lead Generation and Qualification
  • Telemarketing
  • Healthcare Billing and Insurance Verification

Unity Communications also offers eCommerce call center services that include customer service, inbound and outbound sales and order taking, after-sales support, technical support, help desk services and multi-channel support.

PriceService LinesFeatures
Less Than $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
“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 of Unity Communications customers. Customers also comment on organization, diligence, professionalism and positive results.

VoiceNation

VoiceNation Logo
VoiceNation is a live phone answering and live chat provider that delivers 24/7/365 and after-hours services without a contract required and offers a free trial. It employs 100% U.S.-based agents and provides inbound answering services with custom scripting and bilingual operators available. Key features and services include:

  • Call Patching: Forward calls to business owner or designated employee(s)
  • Emergency Dispatching: Immediately forwards urgent calls
  • Order Processing: Take orders via phone or online
  • Appointment Setting: Book appointments with linked calendars
  • Call Screening: Cut call clutter during business hours by eliminating robocalls and solicitations
  • Live Chat: Increase sales inquiries with popular channel options
  • Reports & Analytics: Identify target audience and see call lengths, types, locations and volume
  • Online Dashboard: Monitor minutes used in real time, make script changes and more
  • Mobile App: View calls, messages, leads, reports and analytics, and return calls through the app using a VoiceNation number to keep personal numbers private
PriceService LinesFeatures
Less Than $25
Per Hour
Voice Services>50 - 249 Employees
>Industry Focus: Financial Services, Health Care & Medical, Information Technology
>Key Clients: Adobe, McDonalds, Rolls Royce, FEMA, Dunkin Donuts, Comedy Central, and others
>More features at VoiceNation

What Customers Are Saying
VoiceNation customers commend its reliable services, competitive pricing and professionalism. One customer said its “level of attentiveness, organization, and professionalism set Voice Nation apart from similar companies,” and another customer said it “offers an incredibly competitive price and provides nearly perfect service.”

XACT

xact Logo
XACT specializes in custom designed solutions for companies that don’t fit into a cookie cutter mold with multiple pricing plans available. It has physical contact centers in Orlando, Florida, and Bangor, Maine, and at-home agents throughout the U.S. who deliver secure transactions through its [email protected] program. Its contact centers are PCI and HIPAA compliant with dedicated, shared and hybrid agent solutions available. It delivers a wide range of contact center services to businesses of all sizes in any industry utilizing multiple channels, including phone, chat, email and SMS. Key services include:

  • Customer Support Services
  • Multi-Channel Customer Help Desk
  • Chat and Web Support
  • Outbound Market Survey/Response
  • Service and Support Dispatch
  • Live Agent Telephone Answering Services
  • Call Routing and Transferring
  • Appointment Setting

XACT tailors services based on seasonality. It filters calls so clients can focus on core business functions and escalates calls based on predetermined criteria.

PriceService LinesFeatures
Custom QuoteVoice Services>250 - 999 Employees
>Industry Focus: Financial Services, Business Services, Consumer Products & Services
>More features at XACT

What Customers Are Saying
Customers praise XACT’s flexibility, responsiveness and creativity. One customer said, “The XACT team is organized and creative, developing a database for different issues and staying flexible when workloads changed.” Another said, “The quality of their work, along with their competitive pricing, sets them apart.”

What Are Call Center Services?

Call center services are outsourced services that manage your company’s phone lines and other communication channels for you. Call centers may handle your incoming calls, called inbound services, from new and existing customers during or after business hours, or both. They may also complete outgoing calls for your company to accomplish specific tasks, which is called outbound services.

The most basic services provided by call centers include capturing information from incoming calls, taking messages and responding to frequently asked questions using a branded script supplied by the client company. However, most call centers provide advanced services, such as order and payment processing, tech support, appointment setting, and card and account activations as part of their inbound services, and telemarketing, upselling, cross-selling, customer surveys and lead generation as part of their outbound services.

Many call centers have rebranded as contact centers to offer multi-channel customer service and support solutions. Instead of just handling phone calls, contact centers also handle live chat, email and social media responses. Some contact centers also handle text messages, instant messaging and direct mail. Because today’s consumers have varying preferences for how they want to deal with the companies they do business with, it’s important to offer multiple points of contact.

Benefits of Call Center Services

Small businesses especially benefit from call center services because these companies can handle a much higher call volume and reduce hold times, which makes your customers happy. Outsourcing customer support calls via phone, email, chat and social media also frees up a lot of time that small business owners and their staff can spend focusing on core business functions. This benefit is two-fold because it allows you to grow your business without constant interruptions and you don’t have to worry about missing leads or providing lower quality customer service. Using a call center for outbound services, as well as inbound services, can also help your company increase sales.

Businesses of all sizes benefit from call center services because they operate 24/7, which means your customers can get the support they need when it’s convenient for them, even when your business is closed. This is particularly important to customers whose schedule makes it impossible to call during regular business hours. Your business may also be able to grow its global market because customers worldwide can interact with call center staff on their time. Using a live operator instead of an automated system also helps improve customer service and build your brand.

What to Look for in a Call Center Service

To ensure you hire a call center service that aligns with your business’ needs, a major concern should be the types of services it provides. Call centers primarily provide inbound and outbound services, but not all of them provide both. There are also multiple services within these primary services so look for a company that offers the exact services you need. For example, don’t pick a call center that only provides inbound tech support, if you want one that also provides outbound lead generation.

If your company has a large call volume, be sure to look for a call center service with the manpower to handle it without keeping your customers on an extended hold. Customers kept on hold too long or can’t connect because there aren’t any agents available to take their call may get frustrated and decide to take their business elsewhere.

Call centers may offer shared and/or dedicated agents. While it’s cheaper to use shared agents, they answer calls for multiple companies and can only perform simple services using a script. Dedicated agents work solely for your company and make a point to know all about your company and the industry it’s in so they can provide more advanced services.

The Cost of Call Center Services

Our call center services supplied hourly rates ranging from less than $25 per hour to $59 to $99 per hour. While some call center agents earn an hourly rate, most companies offer various pricing models that can be translated to an hourly rate. The most common pricing models include:

  • Monthly subscriptions that offer a package of set minutes to cover all phone services
  • Per-minute rates based on the amount of time agents spend connected to your callers
  • Tiered pricing is the least common and provides access to more advanced features

Many of our companies offer multiple pricing plans, including customized or flexible plans. One even offers a free trial, but it’s relatively short. What you should watch out for are the additional fees that some call centers charge that could inflate your final cost. Extra fees may include setup fees to activate your account, higher fees for certain holidays and agent work time fees that cover the time the agent is filling out paperwork and not actively connected to a caller. Some call centers also use incremental billing, which rounds up the time of your calls, which can significantly increase your bill. Always get a complete fee breakdown before signing up.