BPO Call Center

Keeping up with customer demand can feel like a moving target. BPO call center services help you stay ahead without losing control. Our experienced agents ensure that support remains consistent, regardless of the volume or complexity of inquiries.

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Simply Contact

Award-winning BPO call center company.

We comply with the highest security standards and are PCI DSS, ISO 27001, ISO 27701 (PIMS) certified.

Benefits of BPO call center

Cost savings

When managing a call center in-house, you inevitably deal with mundane and costly hiring, training, and infrastructure maintenance. A BPO call center allows your team to focus on core priorities while improving the quality of service.
Risk mitigation

Today’s businesses can’t afford compliance issues or security gaps. A BPO call center already has all compliance-related matters covered. Trained agents and standardized processes make sure sensitive information is handled carefully and workflows stay reliable.
Improved performance

Quick responses, fewer dropped inquiries, and consistent handling—structured workflows and skilled staff make it happen. Customers get timely answers, even when things get busy.
Flexibility

Business changes fast. Teams can scale up for seasonal peaks, handle sudden spikes, or adjust for shifting needs. Operations stay responsive, no matter what.

Types of BPO call center services

Inbound call center

Whether it’s a quick question or a tricky complaint, our agents make sure each incoming call builds trust. Fast, accurate, and personal support—that’s how we keep customers coming back.

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Multilingual support

Language shouldn’t be a barrier. Our fluent agents handle inquiries in more than 30 languages, making global support feel seamless and effortless.

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Emergency call center

When something critical arises, timing is crucial. Our emergency call center outsourcing makes sure each urgent case gets the immediate attention it requires.

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Helpdesk outsourcing

Our helpdesk teams provide quick solutions regarding tech and account issues, thereby reducing frustration and keeping satisfaction high.

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Back-office support

Paperwork, data entry, billing—these tasks slow down your front line. Outsource your back-office processes to us, and watch efficiency rise across your business.

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24/7 call center

Customers don’t like to wait. Around-the-clock availability allows your customers to reach you at any time, regardless of their time zone. It converts into no missed opportunities and no frustrated clients.

Order processing services

From placing an order to tracking it, we keep every step smooth. Accurate and quick support is essential to making the purchasing experience stress-free.

Technical support

IT problems? Product hiccups? We solve them before they become bigger issues. Skilled specialists troubleshoot, guide, and keep systems running so customers experience minimal disruption.

Grow with top BPO call center company

We run BPO call center operations with the precision of industry expertise, the agility of AI, and the strength of continuous training. With certified security and trusted by global leaders, we protect your brand while delivering consistent support.

12+

Years of experience

700+

Agents on board

20+

Languages served

80%+

Customer satisfaction (CSAT)

We are trusted by

Simply Contact’s approach to BPO call center services

Operational efficiency

We design workflows that allow for maximum agent utilization while keeping pricing reasonable, maintaining consistent and timely support.

Human expertise supported by AI

Our teams lean on technology, but it doesn’t replace them. AI takes care of repetitive tasks and basic questions, leaving agents to tackle complex problems and brand-friendly communication.

Tailored solutions

Every client is unique. We match agents, managers, and specialists to your needs, customer base, and seasonal demands, creating solutions that fit your operations.

Real-time insights and scalability

We provide clients with access to dashboards and metrics to view performance and spot trends fast. Teams can grow up to 50 agents per month without affecting workflows or quality.

Security and compliance

ISO 27001, ISO 27701, GDPR, and HIPAA are guiding our every step. Sensitive data stays locked down, processes remain compliant.

Continuous improvement

We keep improving—side by side with clients, through regular reviews, QA checks, and feedback loops.

Drive growth through expert BPO call center services

Reach out to learn how our solutions can elevate your support.

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Who’s on the line?

Clear communication and fast problem-solving come from skilled agents. We hire across Europe, focusing on language proficiency and soft skills.

When projects call for specialized expertise, we add advisors with industry knowledge to manage complex questions. The result is professional BPO call center services that live up to the standards of the most demanding industries.

Industry expertise

Travel & hospitality

Our experience includes assisting airlines, travel platforms, and hospitality companies with resolving travel-related inquiries any time of the year.

Financial services

Fintech companies and payment providers rely on us for secure and compliant communication and accurate customer support.

E-commerce & retail

E-commerce and retail partners benefit from order management and returns handling by Simply Contact BPO call center team.

Transportation

We bring proven knowledge in logistics and delivery, managing high inquiry volumes and ensuring reliable customer communication.

Media & entertainment

Entertainment platforms and media providers count on our BPO call center for subscriber care, account management, and content-related support.

Healthcare

Projects in healthcare involve patient communication, appointment scheduling, and eligibility checks, always carried out with strict compliance.

Technology sector

We support software and hardware companies with onboarding, technical troubleshooting, and ongoing product assistance.

Insurance

Our teams handle claims, policy inquiries, and renewals, helping insurers simplify processes and improve service.

Government sector

Public sector organizations work with us to manage citizen communication with accuracy, transparency, and adherence to regulations.

Featured case studies

Wizz Air, Leading European Airline

Objectives

Provide faster and better support for Wizz Air customers in multiple languages to reduce waiting times and improve service quality, while adjusting to seasonal demand changes.

Results

80% of calls answered within 35 seconds

30% AHT reduction on key lines

85% agent utilization during high and low season

Read the full story

During our joint work since 2020, Simply Contact has proven itself as a reliable and flexible partner that is always ready to support us in solving additional tasks. Simply Contact strives to achieve its goals by constantly looking for creative and innovative ideas and solutions.

Tsvetoplama Stoyanova

Contact Center Manager, Wizz Air, Europe

Office of the President of Ukraine

Objectives

Representatives of the Office of the President of Ukraine urgently needed to launch a support line for citizens who needed help or advice in the conditions of military operations.

Results

24000 calls handled per day

1 day to launch the project

2 service languages

Read the full story

Public organization “Digital Transformation Institute” and Simply Contact began working together in March 2022 on a joint project for the Office of the President of Ukraine. The goal was to organize and deliver humanitarian aid to the Ukrainian people.

The support line launched in just one day, with all technical setup handled by Simply Contact. Their team manages calls and emails in two languages, with efficient workflows, analytics, and monitoring in place.

Simply Contact has proven its professionalism, speed, and ability to handle complex challenges. We confidently recommend it as a reliable customer support partner.

Nadiia Vasilieva

Founder, Digital Transformation Institute of Ukraine

HATS Group, Non-Emergency Patient Transport

Objectives

To support empathetic, accurate communication with vulnerable patients during medical transport bookings and eligibility status checks.

Highlights

6000 calls handled per month

93.9% quality score

Inbound & outbound service

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We walked in on day one and it was seamless. A fantastic bunch of people, really up to the role from the get-go. A year later, the same team is still there delivering even higher quality outputs, virtually no turnover, no complaints, KPIs fantastic. We started with a contact centre and have since added night control 365 days a year and additional functions. That growth shows Simply Contact are genuinely trusted partners, not just a supplier.

James Graydon

People Director, HATS Group

Technology and innovation in our BPO call centers

AI knowledge base assistant

Agents access instant, reliable answers drawn from your internal resources such as Google Drive, SharePoint, or Notion. The assistant suggests follow-ups, cites sources, and adapts responses by department, ensuring speed and accuracy.

AI response automation and translation

Repetitive tickets across email, chat, and social channels are handled automatically, cutting resolution times and costs. Built-in AI translation keeps multilingual service flowing without extra hires.

AI chatbot

Routine inquiries are resolved instantly through web or messenger chatbots connected to your knowledge base. Customers get quick answers, while complex cases transfer smoothly to live agents.

AI agents for routine tasks

Automated AI agents process requests and perform repetitive actions that take time to complete. This frees human agents to focus on complex issues and high-value interactions.

Voice bot

The voice bot allows for handling up to 70% of incoming calls without human involvement. Real-time translation and multilingual coverage keep response times low with smooth escalation for advanced cases.

AI simulation for agent training

New agents in our BPO call center train faster with realistic role-play simulations in multiple languages. This approach speeds up onboarding and prepares teams for real customer scenarios.

AI-powered quality assurance

Our QA platform reviews interactions at scale, analyzing over 10 times more cases than manual checks. It flags issues, predicts satisfaction scores, and provides real-time feedback to agents.

AI-enabled telephony

Voice support includes real-time transcription, smart routing, sentiment detection, and automated call summaries. These features improve call handling, provide guidance to agents in real time, and generate insights for better decision-making.

How we work: process of outsourcing call center operations

Exploring your goals together

We start with joint consultations to understand your priorities, customer expectations, and business challenges. This step ensures we focus on what success means for you.

Shaping the solution

Workflows, escalation paths, KPIs and SLAs are designed together. You bring the product and brand smarts, we bring operational know-how.

Building and training the team

Agents are selected based on the skills your project requires. Training combines your tools and scenarios with our proven methods, so the team feels like an extension of yours.

Launching with visibility

Operations go live with reporting dashboards and feedback loops that keep both sides aligned. You always have full insight into performance and results.

Improving continuously

We meet frequently for tweaking KPIs, exchanging feedback, and adjusting strategies. The project evolves as your business does.

Our certifications & awards

PCI DSS

Simply Contact is certified under PCI DSS, which is proof that we follow the standard rules for securely processing credit and debit card payments. It helps protect customer payment data during every transaction.

ISO 27001

This certification confirms that Simply Contact’s BPO call center services have proper measures in place for managing and protecting sensitive information. It indicates our treatment of data security in our daily work as a priority.

ISO 27701 (PIMS)

We’re certified in ISO 27701, which has a primary focus on privacy. It enables us to handle personal data in a way that fully mirrors GDPR requirements and keeps information protected.

HIPAA

Simply Contact is a HIPAA-compliant BPO call center company. HIPAA is the U.S. law that sets rules for handling personal health information. This is essential for clients in healthcare, insurance, and health tech.

Reviews

We have chosen Simply Contact for their expertise and experience in the travel & airlines industry. Now Simply Contact provides multichannel support for our customers in multiple languages. Our cooperation gives us a reliable foundation for further scaling of our customer service activities. We do recommend Simply Contact as a well-qualified and responsible partner.

Ewa Danecka

Head of Customer Experience

METRO Cash & Carry Ukraine has been working with Simply Contact since May 2020. Currently Simply Contact’s support team handles up to 12,000 customer requests per month while providing a high level of customer satisfaction. They set up a CRM system that allows to accumulate customers queries through multiple channels and ensures security of clients’ data. Simply Contact proved themselves as a reliable partner and we appreciate their input in customer experience development.

Olga Syomkina

Customer Experience Specialist

We have cooperated with Simply Contact since 2014. From the beginning, Simply Contact was professional and reliable. They implement specific key performance indicators that ensured the highest quality of customer service. Innovative and effective motivation schemes implemented by Simply Contact for their own agents helped us to achieve ambitious goals. Yves Rocher recommends Simply Contact as a qualified partner in the field of customer service.

Marina Voloshina

Head of Client Marketing

Thanks to Simply Contact’s work, they manage to increase the Net Promoter Score and retained customers. They establish an effective workflow through excellent partnership and transparent communication. The team’s performance set them up well for a long-term collaboration.

Corissa Leong

SVP People & Culture, Travel Tech Company

From the beginning of our cooperation with Simply Contact, support has definitely improved. Now we witness faster response time, support costs have gone down, and there’s also a significant improvement in customer satisfaction.
The team is easy to communicate with, and they’re usually quick to make changes. Somehow they also tend to catch undesirable trends before they become real issues.
There’s always something that could be better, but now we’re very happy with the support we’re getting.

Stacey Warder

Head of Support, Ditto Music

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FAQ

What is a BPO call center?

A BPO call center is an external team that steps in to handle your customer interactions. They bring trained agents, organized processes, and technology together so your support stays reliable and consistent without extra hires.

How to choose the best BPO call center provider?

Look for someone who actually knows your industry. Ask about the team—are they trained, multilingual, flexible? Peek under the hood at their processes, security standards, and tech setup. Make sure they can scale when you need more agents and that their way of working aligns with yours. A good provider should feel like part of your team, not a separate entity.

BPO call center vs BPO contact center: what’s the difference?

Simple version: call centers handle voice. They answer and make calls efficiently. Contact centers take it further—calls, chats, emails, even social media. They’re about meeting your customers wherever they are, not just on the phone.

What are the pros and cons of BPO call centers?

Pros: Cuts costs on hiring and training, gives you skilled agents, keeps things running 24/7, lets you scale up or down, and gives you insights through tech and analytics.
Cons: Pick the wrong provider, and you’ll notice—miscommunications, cultural gaps, or just reliance on an external team can cause hiccups.

How much does it cost to hire BPO call center agents?

It varies. Location, languages, experience, and complexity all affect pricing. Usually, it covers wages, management, tech, and infrastructure. Some charge per hour, some per agent, some per interaction. The key is finding a model that fits your business rhythm, not just your budget.

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