Top 9 Call Center Outsourcing Companies in 2024
Imagine that your business needs to focus simultaneously on core operations and non-core activities like customer management. Both require experts to handle them. But it's costly and effortful to manage all sides of your company equally.
That's the point at which call center outsourcing hits the business model to leverage the power itself.
Here, the experts take care of customer interactions with class and precision. Outsourcing isn't just cost-cutting; it's reaching out to the world.
Whether it is a technology startup, health service provider, e-commerce giant, or any consumer-based service, the right call center partner can scale your customer service landscape.
So, we've grouped 9 of the best call center companies to work with to transform your customer experience.
Why do you need to outsource a call center?
Outsourcing a call center enables you to delegate your business's non-important tasks to specialized professionals. It allows you to focus more on your business's core functionalities.
You can achieve cost efficiencies and the scalability to sustain fluctuating customers without hiring and training in-house staff. Furthermore, outsourcing will provide flexibility for 24/7 customer support.
Most call center outsourcing partners are multilingual, enabling you to target a much wider base of customers. They will also offer valuable insight into analytics that will help you understand customer behavior.
Thus, you can refine your service strategy. You'll deal with different customer scenarios and ensure quality customer interactions.
The details of the call center outsourcing companies
1.TELUS International
TELUS International makes global reach and customer service excellence iconic. This industry-leading call center outsourcing solution provides well-versed staff and technical support.
Its comprehensive approach ensures seamless integration of outsourcing solutions tailored to meet each client's specific needs, enhancing efficiency and customer satisfaction.
Feature details
Customer Experience Solutions: Its customer support handles interactions across multiple channels, including voice, email, chat, and social. This includes addressing inquiries, troubleshooting issues, and providing technical assistance to customers.
AI Data Solutions: Beyond simple data collection, it has expertise in sourcing high-quality data to train AI and ML models. Their "Ground Truth AI" connects with their global network of annotators and linguists.
Digital IT Solutions Details Limited: TELUS International can offer information technology staff augmentation. This will require the temporary or permanent provisioning of IT professionals to bridge those particular skill gaps in your place.
2. Teleperformance
Teleperformance believes in innovation. It uses artificial intelligence, analytics, and automation to increase the efficiency of customer service and business processing. It embraces the diversity among employees that forms the core of the company's success.
Feature details
Customer Care and Technical Support: It offers end-to-end inbound and outbound customer care solutions to answer customer's queries and problems. Also, it provides software assistance with remote technical support, troubleshooting, and product setup.
Back-Office Solutions: It handles various services related to back-office processes, encompassing data entry, document processing, order management, and transaction processing.
The lead professionals are deeply knowledgeable in IT, electronics, software, and telecommunications. Also, it gives accurate solutions that best meet each customer's needs.
Sales and Marketing: Teleperformance offers sales support services in lead generation, telemarketing, customer acquisition, and upselling/cross-selling techniques. It promotes the business to increase its revenue and expand its customer base.
This includes customer feedback analytics, performance analytics, and predictive modeling.
3. Concentrix
Concentrix focuses on customer engagement and improving business operations performance. It serves distinct industries, such as technology, automotive, banking, healthcare, retail, travel, and media.
The company aims to be the greatest customer engagement service company in the world. Its key values are customer obsession, operational excellence, teamwork, and integrity.
Feature details
Customer Care and Technical Service: Concentrix offers multi-channel solutions to deliver end-to-end solutions through the channels. It allows personalization to be built into customer interactions by drawing on data and history.
Digital Transformation: It enables enterprises to navigate and leverage digital technologies best suited to enhance operational efficiency and customer engagement. The service is initiated by designing and implementing individual digital strategies. They are aligned with the client's goals and market requirements.
Automation: The automation service at Concentrix focuses on the smoothness of business processes and productivity improvement by deploying advanced technologies in RPA, artificial intelligence, and machine learning.
4. SupportYourApp
SupportYourApp is among the top leaders in outsourcing customer support, with more than a decade of practice. It can identify your specific demands and offer services accordingly, including a custom knowledge base to support your team.
Feature details
Multi-Channel Communication: SupportYourApp handles customers' requests through phone, email, Facebook, live chat, and more. When all communication channels are synchronized, both the customers and the service agents have a smooth communication strategy to increase revenue.
Customized Solution: SupportYourApp develops tailored support solutions that best meet each client's needs. This is a key point because it integrates with an in-house QCRM system for their business and can be customized at customers' request.
Professional Consultants: SupportYourApp has a large pool of highly experienced consultants who are very knowledgeable in handling various clients' needs. These chat agents can handle an array of customer queries, from technical support to general customer service.
5. XACT
XACT offers businesses full contact center solutions that aim to improve support and customer engagement. It is a custom-designed, innovative contact center solution for businesses. It looks forward to communications that support and engage its customers.
Feature details
Customer Help Desk: The Xact service offers a helpdesk for multi-channel solutions to deal with most of the frequently asked questions and the most infrequent ones. The experts are trained to handle customers timely and professionally, ensuring the experience is stress-free and streamlined for the best outcome.
Service and Support Dispatch: Xact can provide service and support dispatch solutions for companies that must have real-time information management. This will guarantee a rapid supply of priority information to teams, enabling support to be given in good time using whatever means. This enables time-critical operations in which every second counts.
Phone Answering Services: Xact is a professional answering service dedicated to making sure that no call ever goes unanswered. They're available 24/7 to take messages and deliver them in the form a company designates as their preference.
Xact assures proper safety with all industry norms, so it may continue with sensitive information protection and the maintenance of trust from its customers.
6. Alorica
Alorica provides global outsourced customer services, solutions in business process outsourcing, contact and customer management, and back-office support services. The company serves technology, telecom, retail, and healthcare clients around the world. With the experience and knowledge to provide solutions that meet your specific needs, Alorica is always ready to serve you.
Feature details
Comprehensive Customer Service Solutions: Alorica provides 24/7 customer support through various channels, such as phone, email, chat, and social media. Their representatives have been oriented to address everything from very simple queries to complex issues. Thus, it enables the customer to receive help quickly and accurately.
Tech and Innovation: Alorica harnesses the power of artificial intelligence and automation to smooth customer service processes. For instance, chatbots and automating regular activities for human agents are available to tackle more complex problems.
Workforce Management: It has conducted its operations across several countries, thereby enabling it to mitigate obstacles to customer service. Alorica also offers work-at-home options for its employees, complete with the necessary technology and support. This setup ensures that service quality and productivity levels are maintained, providing uninterrupted customer support and peace of mind for you.
7. Helpware
Helpware is a dedicated strategic collaborative partner for any tech-driven, high-growth company. It provides support to mid-stage companies that want to scale up their brands.
Helpware integrates seamlessly with your systems using an API-powered platform. It believes in a long-term relationship with its customers and grows by giving back to the communities it serves.
Feature details
Customer interaction management: It integrates multiple channels into one interface to provide a smooth customer experience. For a consistent response, it uses pre-defined templates. This ensures there is a consistent message conveyed in tone and style.
Complex task execution: Helpware provides you with the experience of dealing with complicated tasks right at your fingertips. This single, redefined feature can ease your intricate projects. It simplifies multi-step operations and automates repetitive tasks.
Back-office support: With Halpware's back-office support, you not only maintain but also optimize. Steel up your productivity, enhance accuracy, and drive free-flowing functionality in all your back-office processes. Let Halpware be your backbone if you need to succeed, and empower yourself to do more with less hassle. Your back office has never been so efficient, effective, and easy to manage.
8. Hugo
Whether it's a category-disrupting startup or an iconic brand, Hugo offers more than outsourcing. It can maximize compliance, boost engagement, and make online spaces safer.
By shaving costs and increasing operational efficiencies, it helps you scale operations at a faster pace and with greater profitability, giving you back your valuable time.
Feature details
Customer support: Hugo's customer support ensures that your clients are well looked after and receive all possible attention and help. Whether by phone, email, chat, or social media, its team responds in a timely and personalized way. It also ensures clear and effective communication through multiple channels.
Community management: Hugo engages with customers and fosters relationships that will keep customers active and connected. From social media interactions to forum discussions, Hugo takes care of everything. It puts a lot of emphasis on making members feel good about sharing their ideas, giving feedback, and helping fellow members.
Digital operations: With Hugo, you will reveal new levels of efficiency in business processes. It will analyze the current systems and deliver optimized solutions. This would include process automation of repetitive tasks, advanced technology integrations, and continuous support for smooth operations.
9.SureCall Experts
SureCallExperts.com provides quality customer support, complex omnichannel solutions, and business process outsourcing. Their team of experts caters to inquiries, troubleshooting, and assistance across multiple platforms. The advanced interface ensures customers get the right aid at the right time. It is designed to meet your business requirements.
Feature details
Omni channel support: It involves integrating communication channels like phone, email, live chat, and social media into one system to create a much more fluent and uniform customer experience. It integrates all customer interactions with the business through their preferred channels.
Business process outsourcing: It offers BPO services tailored to your specific business needs. These services cater to tasks such as data entry, order processing, customer service management, and more. They are structured to enhance efficiency, reduce costs, and improve operational performance.
Customer support services: It provides comprehensive and professional services. Among them, multi-tiered technical support, order processing, managing inbound sales, and outbound telemarketing are remarkable.
How Apploye can improve the productivity of call center outsourcing companies
A time tracking and employee monitoring app like Apploye has a huge impact on outsourcing call center services. Here are some significant implications that you need to consider.
Increase employee accountability and productivity
Apploye monitors the working hours and computer activities of the employees. It provides insightful reports and analytics based on the tracked data. Hence, it builds a way to improve the relationship of trust and transparency with customers.
Remote work management
Apploye facilitates remote work monitoring with its robust employee monitoring features. These include activity tracking, time tracking with screenshots, apps, and website tracking. So, it employs real-time collaboration for remote team management.
Accurate Billing and Payroll
It tracks accurate billable hours through automated timesheets, ensuring fair and accurate payroll processing. Also, you can measure overtime to help companies manage overtime pay and ensure compliance with labor laws.
Apart from the above features, Apploye offers several essentials that a call center company needs. It will help increase overall efficiency, including better compliance, employee accountability, and superior service to customers.