15 Top Call Center Outsourcing Companies for 2024
Call center outsource companies are considered one of the most cost-effective ways to ensure an organization's customer service operations are delivered to high standards.
Whether you're overseeing customer service for a large enterprise organization or your startup's growth is accelerating and there's too much work for your team to handle, an outsourced call center provider could be the ideal Customer Experience (CX) solution.
Why Outsource Your Call Center Operations
Outsourced customer service is a proven model, with the industry worth over $100 billion and likely to grow to over $132 billion in 2028.
Customer service is too important to get wrong. According to NewVoiceMedia (now Vonage), 93% of people will switch to a competitor if customer service teams do a poor job. So, it makes sense that outsourced call center providers will do everything they can to retain your customers and provide the best possible customer service on behalf of your brand.
Outsourcing customer service call center operations is more cost-effective than hiring and retaining an in-house team. It's also easier to set up, scale up, and scale back if required.
Top 15 Call Center Outsource Companies for 2024
Here are 15 of the best, most trusted call center outsourcing companies for customer service, Customer Experience (CX), customer success, and inbound and outbound sales operations:
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TELUS International
TELUS International is a global provider of outsourced call center services which also includes digital Customer Experience (CX) following the acquisition of VoxPro in 2020.
Pros
- An AI-powered chatbot means that Telus can provide customer service for over 500 languages, although not necessarily via human agents
- Outsourced customer service in the US and Europe
- An extensive range of multi-channel and multi-language customer service provisions including a phone-based contact center and digital support
Cons
- The focus on 'next-gen' solutions for digital brands means that they might not be suitable for every sector or organization
- More geared towards digital CX and AI-based support than traditional telephony contact center services
Price: Custom pricing, depending on volume and services
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Sensée
Sensée is a more modern outsourced contact center provider with a workforce that exclusively works from home (WFH).
Pros
- Agents are on full-time contracts rather than 'gig' or zero-hour contracts, so you can be confident that a higher-quality of service will be provided
- Over 1000 WFH-based contact center agents providing customer services across multiple channels, and they only do this for one client at a time
- Boutique services focusing on quality customer service provisions. They also have ISO accreditation, so well suited for the financial or healthcare sectors
Cons
- Based in the UK, so might not be ideal given the time zone difference for US organizations (except for looking after your UK customers)
Price: Custom pricing, depending on volume and services
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Working Solutions
Working Solutions is a multi-channel contact center and CX provider for businesses in North America.
Pros
- Access to over 150,000 staff via Working Solutions Business Process Outsourcing (BPO) service offerings
- Extensive range of services including telephony and Live Chat, and analytics to track agent performance, call volumes, quality, NPS, and SLA adherence
- An online portal for their customers and integrations with your other CX systems
Cons
- An enterprise-centric provider for businesses in the US and Canada; so not ideal for companies worldwide
Price: Custom pricing, depending on volume and services
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Capita
Capita is an outsourcing and BPO giant that handles over 100 million conversations with customers every year.
Pros
- Extensive experience in sectors that require the handling of sensitive information, such as the public sector, financial services, and healthcare
- Specialists in remediation, complaints, and collections
- Digital services now provided such as SmartAgent for WhatsApp
Cons
- Operations are in the UK, Europe, India, and South Africa across two divisions: Capita Public Service and Capita Experience, so they might not be suitable for US contact center operations
- An enterprise-centric provider for businesses and government agencies, so not ideal for startups or B2B
Price: Custom pricing, depending on volume and services
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Global Response
Global Response is an outsourced CX service provider.
Pros
- An award-winning omni-channel, human-first customer experience expert service provider with 40 years of experience
- Multi-channel support in multiple languages and dozens of countries
- Teams positioned to support clients in dozens of sectors in North America, Europe, and Middle East North Africa (MENA)
Cons
- Services are geared towards large organizations so could be too expensive for startups and even scaleups
Price: Custom pricing, depending on volume and services
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TeleDirect
TeleDirect is a 24/7 contact center BPO service provider.
Pros
- Multi-channel and omni-channel services for customer experience
- Experience across a wide range of industries and sectors
Cons
- Pay-as-you-go (PAYG) pricing means it could be expensive if you have a surge in customer service contact one month
- Not many reviews or case studies. Claims to be US-based but could be offshore
Price: Pay-as-you-go pricing, depending on volume and services
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UpCall
UpCall is a customer service provider that mainly focuses on delivering inbound sales contact center services.
Pros
- An excellent solution with companies that have high-volumes of inbound sales leads
- They combine contact center services with the top 3% of sales agents to provide sales services and market research for clients
- UpCall could also deliver end-to-end outbound and inbound sales and marketing services
Cons
- US-based, so not ideal for businesses in Europe and Asia
- Not suited for those looking for customer service and CX support
Price: Custom pricing, depending on volume
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LiveOps
LiveOps is a cloud-based contact center service provider with 15+ years of experience delivering outsourced contact centers for clients.
Pros
- Over 15 years experience in customer service operations
- Omni-channel customer services and support for clients through their VirtualFlex platform
- LiveOps delivers high-quality customer service with a robust quality assurance team
Cons
- A billed-by-the-minute pricing model could be cost-effective but it could mean that your costs could spiral if suddenly you have a lot of customers needing support for one month
- Agents are US-based so this might not work for companies in Europe or Asia
Price: Flexible pricing, billed by the minute
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Ascensos
Ascensos is a boutique outsourced customer service contact center provider.
Pros
- Contact center services are boutique and tailored around the needs of your business
- Omni-channel and multi-lingual outsourced customer service across phone, chat, text, and social
- Deep customer experience analytics
Cons
- They deploy a 'recruit to fit' model, which means they may not have 'brand ambassadors' suitable for your organization when required
- Likely to be more expensive than other providers due to their tailored approach
Price: Custom pricing, depending on volume
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Foundever
Foundever is a global outsourced customer service contact center provider that delivers multi-language, multi-region customer support in 45 countries.
Pros
- Operational since 1994, and it now includes Sitel Group and Sykes Enterprises to guarantee international reach
- Over 170,000 staff in 45 countries with 60 languages supported for telephony and Live Chat customer contact center services
- A flexible, 24/7 talent pool, with extensive experience in a wide range of sectors
Cons
- Unlikely to be suitable for smaller companies as these services are geared towards enterprise organizations
- For businesses in traditional industries, this vendor's pivot into digital services might not fulfill their CX needs
Price: Custom pricing, depending on volume
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Ventrica
Ventrica provides multi-channel (inbound and outbound calls) and customer services via social media for brands.
Pros
- Experience with some of the world's best-known brands, and an award-winning European CX BPO contact center company
- A multi-layered provision of inbound and outbound telephony, lead nurturing, and social media services. Can also provide outsourced BPO and CX consultancy
Cons
- More of a social, "brand advocate" approach than a traditional contact center, so may not be suitable for every type of company and sector
Price: Custom pricing, depending on volume and services
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SupportYourApp
SupportYourApp is a Ukraine-based (with UK and US offices) contact center agency that's ideal for eCommerce and SaaS (Software as a Service).
Pros
- Digital, app-based with AI and Live Chat for SaaS apps, eCommerce stores, and brands that have Amazon and eBay stores
- Social media management services can be delivered by them too
- Inbound and outbound customer support and even sales-centric services
Cons
- More of a social, digital-first approach than a traditional contact center, so may not be suitable for every type of company and sector
Price: Custom pricing, depending on volume and services
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1840 and Company
1840 and Company is an outsourced contact center provider.
Pros
- Outsourced customer contact agents in India and the Philippines; ideal for the US and European markets
- Customer service, technical support, and sales services provided
- A 24/7 workforce and AI-powered solutions
Cons
- An outsourced or recruitment model means that they don't manage everything in-house, so in some cases you're paying to recruit the agents you need
Price: Custom pricing, depending on volume and services
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Five Star Call Centers
Five Star Call Centers is another outsourced contact center vendor
Pros
- Outsourced contact center agents in the US and other worldwide locations
- Multi-channel, cloud-based, and now with AI-powered services to more effectively look after customer needs
Cons
- A US-centric company, so may not be suitable for worldwide clients or global brands
Price: Custom pricing, depending on volume and services
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The SaaSy People
The SaaSy People are a UK-based contact center provider focused on digital sectors.
Pros
- An outsourced telephony and Live Chat provider that's tailored for growing businesses, instead of large enterprise organizations
- Multi-channel and award-winning with an experienced leadership team
- 5-star reviews from staff and former staff on Glassdoor are a good sign that they deliver well internally and, therefore, their staff will deliver well for clients
Cons
- UK-based so might not be suitable for US companies
Price: From $1800 per month per agent (on a shared basis)
Key Takeaways: Call Center Outsourcing for Streamlined Organizations
Contact center outsourcing companies, whether your business needs agents answering phones or agents responding to Live Chat requests in real-time is a smart way to provide excellent customer service and reduce costs.
With operators in a $100 billion+ market, there are many choices. However, you have to be careful to select the right outsourced contact center service provider for your organization. Providing high-quality customer service is mission-critical for every kind of business, so getting it wrong could prove very costly.
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