Top 10 Call Center Outsourcing Companies for Transforming Your CX
Read Time: 15.5 Minutes
Table of contents
Introduction
When it comes to call center outsourcing, the right partner can be the difference between a frustrated customer and a loyal brand advocate. 93% of customers say they’d more than likely make repeat purchases with businesses that prioritize an excellent customer experience (CX). If your business wants to elevate its CX, you’ll need to carefully vet call center outsourcing companies to find a partner that knows your industry, shares your values, and can meet your customers’ unique needs.
In this article, we’ll introduce you to 10 of the top call center outsourcing companies so you can narrow down the best contact center companies for your business. Whether you’re a small startup scaling up or an established enterprise, we’ve identified industry leaders offering expertise, innovative technology, and tailored solutions that can revolutionize your customer service. Keep reading to find out what makes each stand out.
Key takeaways
- The importance of call center outsourcing: Most call center outsourcing is done to save businesses time and money and improve efficiencies to focus on core business functions. When done correctly, outsourcing call centers is a strategic move for customer satisfaction and revenue.
- Outsourcing challenges: Businesses should be aware of and proactively prevent challenges like maintaining quality control, managing communication gaps, investing in training, and mitigating potential cultural misalignments.
- Selecting the right partner: These challenges can be dodged by setting goals upfront and looking for partners with scalability, industry-specific expertise, proximity to your time zone, an advanced technology stack, strong training programs, and culturally aligned agents.
- Top call center outsourcing companies: There’s no one answer for every organization. However, we’ve noted some of the most reputable and successful call center outsourcing companies, which include ROI CX Solutions, Liveops, Teleperformance, Wing Assistant, Belkins, Helpware, Peak Support, Martial Group, CloudTask, and Answerforce.
Why companies outsource to call centers
Before jumping into your best outsourcing options, let’s first address why companies outsource in the first place and the benefits of doing so.
- Time and cost savings: Businesses turn to contact center companies for various reasons, but most often, it comes down to their two most precious resources — time and money. Around 70% of companies outsource to lower their cost, while 40% do it in hopes of gaining efficiency and saving time to focus on other areas of the business.
- Strategic CX improvements: Based on data from the 2023 Global Outsourcing Survey by Deloitte, 65% of businesses also seek outsourcing partners to strategically enhance their CX. Outsourcing lets them focus on improving their products and services while still offering 24/7 support, which makes customers happier without needing their own support system.
- Seasonal and specialized help: Additionally, companies will use call center outsourcing to handle seasonal fluctuations, access tech, and get specialized help. This way, they can deal with temporarily busy times without adding to their workforce and use advanced tools like AI chatbots and data analysis they may not otherwise have access to.
At ROI CX Solutions, we’ve seen incredible outcomes as a result of effective call center outsourcing. Here are some real-world examples of tangible outsourced call center results:
- 99.7% increase in speed of answer
- 90% service level averages
- 75% reduction in no-show rate
- 14% increase in ease of contact rate
Call center outsourcing challenges
While call center outsourcing can do wonders to improve your business efficiency and revenue, be aware that even with a reputable partner, there can still be challenges and growing pains, such as:
- Quality control: It can be tricky to make sure all outsourced agents understand your brand and deliver a consistently excellent customer experience.
- Communication gaps: Outsourced teams in different time zones or cultures can contribute to communication gaps and misunderstandings with customers.
- The time cost of training: Onboarding and training an outsourced team to effectively represent your brand can take a lot of time, depending on factors like the complexity of your offerings, available training tools, and the call center outsourcing company you choose.
- Cultural misalignments: You need a partner that aligns culturally with your values and customer service standards. If they don’t share your values, you risk damaging your customer satisfaction and loyalty.
How to find the right outsourced call center partner
To incorporate outsourced call center companies effectively into your own and avoid these difficulties, start by defining your outsourcing goals. For example, do you want more time to focus on service improvements? Or do you simply need to manage seasonal demand? Convey your main objectives clearly to potential outsourcing partners to make sure you’re aligned. Once you know your goals, you’ll have a better idea of what to look for in an outsourcing partner.
In most cases, you can create a successful long-term partnership by looking for an outsourcing partner with:
- Proven expertise in your industry, as they’ll be more familiar with your specific needs and customer expectations.
- Agents across the globe in close proximity to your time zone who understand the nuances of your business culture.
- Scalable, flexible services to accommodate your growth or changing demands.
- Advanced CRM systems and tools to bridge any potential gaps and enhance collaboration and communication.
- Comprehensive agent training programs and a solid track record in quality assurance to ensure consistent service delivery.
- Empathetic, caring customer service agents who share your values, want to see your business succeed and have the skills and experience to de-escalate emotionally charged situations.
Then, once you’ve chosen a provider, you’ll work closely with them during integration to establish communication channels and workflows. Close collaboration will help you maintain brand consistency while providing your customers with the service quality they expect.
Top 10 call center outsource companies for 2024
If you find yourself needing the extra bandwidth, expertise, tools, and support that contact center outsourcing companies can provide, here are some tried and true options for your business to consider.
1. ROI CX Solutions
ROI CX Solutions, a Utah-based business process outsourcing (BPO) partner, is one of the best contact center companies aiming to help small and medium businesses (SMBs) deliver world-class CX solutions with innovative technology and a human touch — all for an affordable cost.
ROI CX Solutions has been a customer experience leader since 2008, offering tailored outsourcing solutions for business processes, customer experiences, and inbound or outbound contact centers. They specialize in recruiting, training, technology, and management to help businesses of all sizes across various industries improve satisfaction and drive revenue. The company prides itself on its enthusiastic embrace of emerging technologies to free agents for the human aspects of customer service. ROI CX is also known for its “X-factor”, the ability to act as an extension of a company’s brand and take a proactive, caring, advisory approach to CX.
Pros
- Compliance-certified and U.S.-based, with global locations to provide 24/7, 365 service for worldwide businesses in 30 languages
- Services solve problems with scalability, seasonal demand, costs, and more
- Strikes the ideal balance of using advanced tools and skilled agents to manage complex customer needs, lower operating costs, and improve efficiencies
- Billions generated for Fortune 500 companies like Visa and Samsung year after year
2. Liveops
Liveops, founded in 2000 and based in Arizona, provides flexible, scalable virtual contact center solutions for businesses of all sizes across various industries.
With a distributed network of brand-certified, remote independent contract agents, Liveops serves startups to Fortune 500 companies with a virtual-flex model that allows for 24/7 support without geographic or time zone limitations.
Their services include omnichannel CX solutions, disaster recovery, digital outsourcing, distance learning, and quality assurance. By blending technology and human interaction, Liveops delivers cost-effective, customizable solutions to meet customer service needs.
Pros
- A network of agents who can provide around-the-clock service and easily adapt to demand spikes
- Matching technology to put the right agent on each interaction
- No need for physical infrastructure; saves clients on overhead costs while maintaining service standards
- Clients consistently achieve customer satisfaction scores that exceed industry averages
3. Teleperformance
Teleperformance, a global BPO company founded in 1996 and based in the Philippines, provides digitally integrated services to support CX management, business processes, and back-office operations.
With 380,000 employees across 83 countries, Teleperformance offers comprehensive solutions in three main areas: CX, back-office services, and digital transformation (DX). By combining global reach with digital expertise, they support businesses of all sizes in improving efficiency and customer satisfaction using a blend of human interaction and technology-driven processes.
Pros
- Two decades of experience in improving CX
- An extensive and diverse talent pool for round-the-clock support and global scalability
- End-to-end solutions that leave more time to focus on core operations
- Award-winning workplace known for happy and satisfied agents
4. Wing Assistant
Wing Assistant, founded in 2020 and based in California, is a B2B platform that connects businesses and entrepreneurs with vetted remote talent to streamline their operations.
Wing Assistant mainly targets executives, business teams, and entrepreneurs needing to offload administrative tasks and free up time for strategic work. Their platform provides a managed service where trained virtual assistants use AI tools to automate business workflows without the need for coding. Businesses can scale up or down as needed, with flexible, on-demand services to reduce overhead costs while maintaining operational efficiency.
Pros
- Option to turn services on and off as needed and scale support teams based on demand without long-term commitments
- Pre-screened, trained, remote virtual assistants proficient in AI to provide more affordable services
- Team of virtual assistants is supported by software tools that uniquely enhance their performance
- Interface of platform is intuitive and improves the visibility and efficiency of workflows
5. Belkins
Belkins is a lead generation agency headquartered in Delaware that provides B2B sales services across more than 50 industries worldwide.
Belkins is a top provider of lead generation and sales development solutions serving businesses of all sizes since 2017. They focus on building meaningful, long-term partnerships with a client base of over 790 loyal customers with a 90% retention rate.
Belkins services range from appointment setting and demand generation to cold email outreach and CRM consulting. They help companies enhance their sales processes and reach key decision-makers, and their broad expertise makes them ideal for companies looking to drive sales and grow through proven lead-generation strategies.
Pros
- Expertise in lead generation across more than 50 industries
- High customer satisfaction, evidenced by a 90% retention rate
- Comprehensive B2B sales services, including appointment setting and demand generation
- Focused on building long-term partnerships with clients
6. Helpware
Helpware, established in 2015 and based in Kentucky, offers customized outsourcing solutions with a focus on creating specialized teams for customer support, back-office operations, and technical support.
Helpware caters to startups but has grown to serve the needs of enterprises. The company distinguishes itself with a six-step outsourcing process that assigns a project manager to build and train custom teams for each client’s needs. They focus on maintaining a positive work culture for their employees, which translates to higher-quality service and better client results.
With a global presence in eight cities, Helpware provides multilingual and technical support, back-office solutions, and customer success services to help companies scale with dedicated teams built around their needs.
Pros
- Custom-built teams tailored to meet specific business needs
- Strong emphasis on employee satisfaction, leading to higher service quality
- A global footprint with offices in 8 cities, providing multilingual support
- A structured six-step process ensures seamless integration and team efficiency
7. Peak Support
Peak Support is a Massachusetts-based outsourcing company, founded in 2015, that provides high-performing remote teams for high-growth companies needing support in areas like customer service, sales operations, and back-office processes.
The company helps businesses scale by taking on customer and technical support and other operational tasks. Each client gets personalized attention and a strong commitment to brand representation with the help of dedicated, experienced teams — and with no long-term contracts, their global delivery model gives clients the flexibility they need.
Peak Support prides itself on a rigorous hiring process to ensure only the most experienced and dedicated agents are selected to support client needs. Their fully remote model also lends itself to high agent job satisfaction that manifests as excellent service.
Pros
- No long-term contracts offer flexibility and scalability for growing businesses
- Dedicated teams with client-specific service managers ensure focused attention and support
- Agents are carefully vetted and experienced to provide a high level of expertise
- Remote agents are fulfilled and motivated to represent brands
8. Martal Group
Martal Group is a Canada-based BPO company, founded in 2009, specializing in outbound and inbound lead generation for businesses looking to scale rapidly.
Martal Group serves a global market with sales and lead generation services for tech companies at various stages of growth. Their team is composed of experienced marketing leaders, account managers, and fractional sales executives who can pitch prospects, source deals, and accelerate business growth.
Using business data and human intelligence, Martal Group has helped generate thousands of leads for clients and facilitate faster deal negotiations and contract signings. Their services are powered by a North American team of seasoned sales professionals adept in both business and technology.
Pros
- Provides a team of experienced, culturally aligned, North American B2B sales reps
- Helps tech companies at any stage of sales maturity accelerate growth with custom strategies
- Combines business data with human intelligence for more effective lead generation
- Offers fractional sales executives to improve deal flow, sign contracts faster, and increase traffic
9. CloudTask
CloudTask is a B2B lead generation and sales services company founded in 2014 that provides cloud-based business solutions for SaaS companies.
The company serves as a bridge between SaaS businesses and a global network of vetted sales service providers. The company streamlines lead generation, sales, and customer support processes by collaborating with independent agencies, which makes it easier for businesses to find and manage sales outsourcing solutions.
With offices in four cities and 24/7 multilingual support, CloudTask offers services such as conversational marketing, sales assistance, and customer success management. Their platform simplifies the outsourcing process, cuts costs, and ensures only qualified providers are matched with clients.
Pros
- Global network of vetted sales service providers for easy access and transaction
- 24/7 multilingual support for continuous customer engagement
- Reduces costs and simplifies sales outsourcing by weeding out unfit providers
- Combines technology, talent, and processes to boost sales and lead generation
10. Answerforce
Answerforce is an Oregon-based BPO provider established in 2003, specializing in live call answering and support services for small businesses around the world.
Answerforce’s mission is to keep the service industry human and create real jobs through a network of live agents instead of AI or bots. With services like 24/7 call answering, live chat, appointment scheduling, lead qualification, and web chat, they focus on optimizing client interactions.
The company integrates with popular CRMs like Salesforce and Zoho to streamline sales efforts and increase lead conversion. Answerforce also takes pride in its community-driven approach, reinvesting 1% of its profits into charitable organizations.
Pros
- 24/7, 365 live call response with friendly, professional agents
- Focus on using real humans rather than AI for a personalized experience
- Hassle-free integration with CRM systems like Zoho and Salesforce
- Commitment to social responsibility by reinvesting profits into charities
Frequently asked questions about outsourcing to call center companies
We’ve compiled answers to some of the most common questions businesses have about outsourcing services. Whether you’re curious about what tasks can be delegated or want to understand call center functions better, you’ll find the clarity you need below.
Where to get started: Chat with a call center expert
The right call center outsourcing companies can truly make or break your customer experience, streamline operations, and scale your business. With so many options out there, however, it can be overwhelming to narrow down the best fit for your needs.
That’s why, if you’re ready to take the next step, ROI CX Solutions will provide a free, no-obligation quote to show you how we can help. Let us show you why so many businesses trust ROI CX Solutions as their outsourcing partner. Simply fill out our form here, and a member of our team will reach out to guide you through the process.
