Your customer experience depends on skilled agents who communicate clearly and resolve issues efficiently. Our agents are based in Europe and hired through a rigorous process, including language proficiency and soft skills assessments.
For industry-specific projects, we can engage specialists with relevant experience, enabling them to handle complex inquiries with confidence. With the right team, you get high-quality call center services that meet your business standards.
Call Center Outsourcing Services
We deliver superior call center services and raise communication with customers to the next level.
Get a quoteBusiness benefits of contact center outsourcing services
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Cost efficiency
Outsourcing your contact center is more cost-effective than managing it in-house, eliminating expenses tied to recruitment, training, and infrastructure.
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Focus on core business
Your vendor manages seasonal and ongoing customer interactions, ensuring efficiency while you concentrate on growth.
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Scalability and flexibility
A call center service provider can scale teams quickly to meet demand surges or new market expansions.
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Access to cutting-edge technology
Third-party providers invest in the latest technology, like AI-driven solutions, ensuring high performance and efficiency.
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24/7 call center availability
Your customers get timely, reliable service around the clock, ensuring satisfaction regardless of time zones or emergencies.
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Enhanced customer experience
A skilled partner combines technology and human expertise to deliver efficient, personalized service.
Call center vs Contact center services
Our contact center services
Inbound call center services
We handle high volumes of incoming consumer calls and help raise customer satisfaction with instant support.
Multilingual customer support
We offer support in over 20 languages, ensuring seamless communication and satisfaction for your global customers without language barriers.
AI-enhanced support
We adopt AI tools to deliver faster, more accurate support by automating common queries and optimizing real-time responses.
Technical support
We provide expert assistance with troubleshooting and resolving IT issues, ensuring smooth operations and minimizing business downtime.
Why choose us as a call center outsourcing company
With extensive experience across industries, we guarantee the efficiency, flexibility, and transparency of our contact center service, working on achieving your goals as if they were our own.
12+
Years of experience
600+
Agents on board
20+
Languages served
80%+
Customer satisfaction (CSAT)
Who’s on the line?
What you gain from our call center services
You get more than just a vendor who fulfills part of the business tasks. Simply Contact is a partner committed to meeting your goals and implementing the most effective solutions.
Industry knowledge
Our expertise covers multiple sectors: Avia & Travel, Retail, Government, FinTech, Delivery, and more.
Global partner
Our call center company is distributed across six countries, making us a top choice for call center outsourcing in USA and globally.
Data security
We guarantee data security and compliance with the PCI DSS, ISO 27001, and ISO 27701 standards.
Embracing innovation
Our call center is enhanced with AI tools like voice bots, chatbots, and real-time AI translation, available at your request.
CX-focused
We are focused on superior customer experience, providing CSAT and NPS tracking and improvement.
Smooth scaling
We help your business scale by adding up to 50 skilled agents per month to meet your growing needs.
Swift project launch
We ensure a fast and seamless project setup, allowing you to launch quickly with our experienced team.
24/7 capability
Enjoy uninterrupted 24/7 call center operations, providing quality support whenever your customers need it.
Cost-efficiency
Optimized pricing and smart resource allocation enable cost-efficiency without compromizing service quality.
How we ensure high-quality service
We manage the entire call center services workflow, from launch to daily operations, ensuring seamless execution at every stage.
Our training programs keep agents sharp, equipping them with the skills to handle complex customer interactions and acquire necessary skills.
A rigorous quality control system monitors performance across all tasks and languages, identifying areas for improvement.
AI-powered tools to enhance efficiency, accuracy, and the overall customer experience.
We stay up to date with industry regulations and best practices, ensuring compliance and reliability.
Our communication approach adapts to your brand’s voice, delivering a consistent and professional customer experience.
Have questions? Fill out the form, and we'll contact you shortly.
Let us know how a call center service provider can support you, and have our team prepare a customized proposal.
Get in touchIndustry-focused call center services
SaaS
With Software-as-a-Service business needs in mind, we customize our approach to ensure maximum value.
FinTech, Blockchain & Cryptocurrency
We dispose of a superior tech stack and talent to cater to the needs of the financial sector.
Aviation & Travel
Our experts have solid experience in the avia and travel industries, delivering unrivaled CX solutions to skyrocket customer satisfaction.
Legal
Legal companies gain reliable, consumer-focused support with our call center company, ensuring professional customer interactions.
Healthcare
We build reliable, transparent, and secure communications for organizations in the healthcare sector based on strict compliance with legal and safety standards.
Logistics & Delivery
The owner-like approach helps our team create trustworthy partnerships that ultimately maximize our clients’ outcomes.
E-commerce
We offer back-office and call center solutions to help retailers save resources and drive operational efficiency.
Media & Entertainment
We support subscriber management, content support, and technical assistance, helping you build stronger customer loyalty.
Government
Specialized call center outsourcing services that meet strict regulatory standards, ensuring public inquiries are handled with precision and professionalism.
Achieve proven results
Our awards & certifications
PCI DSS
Simply Contact is PCI DSS certified. This certification underscores our commitment to maintaining the highest level of security for all credit, debit, and cash card transactions. It is a testament to our dedication to protecting our clients' data and ensuring their personal information is always secure.
ISO 27001
Our call center outsourcing company holds the ISO 27001 certification, an internationally recognized standard for managing information security. This certification ensures that we have robust processes in place to safeguard sensitive information, providing our clients with peace of mind.
ISO 27701 (PIMS)
Simply Contact is certified under ISO 27701 (PIMS), the international standard for privacy information management. Achieving this certification demonstrates our commitment to privacy and data protection, with requirements mirroring those of GDPR compliance.
HIPAA
HIPAA is a U.S. law that sets strict standards for protecting personal health information (PHI). Simply Contact is a HIPAA-compliant provider of call center outsourcing in USA, which ensures the protection of sensitive data and adherence to security standards in industries such as healthcare, insurance, and health tech.
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FAQ
What is call center outsourcing?
Call center outsourcing falls within the scope of BPO services. It is the practice of hiring an external provider to handle customer calls on your behalf. This includes inbound support, outbound sales, technical assistance, and other call-related services.
Reliable call center outsourcing companies help improve customer satisfaction, generate leads, and optimize operations while reducing costs. By outsourcing, you can scale efficiently and enhance service quality without the burden of managing an in-house team.
Reliable call center outsourcing companies help improve customer satisfaction, generate leads, and optimize operations while reducing costs. By outsourcing, you can scale efficiently and enhance service quality without the burden of managing an in-house team.
What is the difference between call center vs. contact center outsourcing?
A call center specializes in voice support, managing inbound and outbound calls for customer service, sales, or technical support. A contact center goes beyond calls, offering omnichannel support through phone, email, live chat, social media, and messaging apps.
Outsourcing a call center is ideal for businesses prioritizing phone-based interactions. A contact center is better for companies that need a seamless, integrated experience across multiple communication channels.
At Simply Contact, we provide both call center and contact center outsourcing services, working with both domestic and international clients and tailoring our solutions to their specific requirements.
Outsourcing a call center is ideal for businesses prioritizing phone-based interactions. A contact center is better for companies that need a seamless, integrated experience across multiple communication channels.
At Simply Contact, we provide both call center and contact center outsourcing services, working with both domestic and international clients and tailoring our solutions to their specific requirements.
What are the considerations before outsourcing a call center?
Consider several things in advance to make your partnership with a third-party provider successful.
1. The size of your team;
2. Whether you need a dedicated or shared team;
3. The forecasted time the team will have to devote to handling calls.
You can also outsource inbound call center outsourcing services. The key difference is that inbound contact center providers handle incoming customer inquiries, while outbound call centers proactively reach out to prospects.
1. The size of your team;
2. Whether you need a dedicated or shared team;
3. The forecasted time the team will have to devote to handling calls.
You can also outsource inbound call center outsourcing services. The key difference is that inbound contact center providers handle incoming customer inquiries, while outbound call centers proactively reach out to prospects.
What are the benefits of an outsourced contact center?
The fundamental upside of a third-party call center is the opportunity to save time and resources when managing these services in-house. Let us zoom in on the most significant benefits of the process.
1. More affordable compared to in-house: no expenses on staff and facility management;
2. Flexible and scalable: external providers have resources to help you meet the growing business needs;
3. The availability of advanced technology: outsourced call center solutions can empower you with breakthrough tools and solutions.
4. Elevated customer experience: high quality and speed of service.
5. Outstanding expertise that specialized call centers can offer.
6. Efficient quality control procedures.
1. More affordable compared to in-house: no expenses on staff and facility management;
2. Flexible and scalable: external providers have resources to help you meet the growing business needs;
3. The availability of advanced technology: outsourced call center solutions can empower you with breakthrough tools and solutions.
4. Elevated customer experience: high quality and speed of service.
5. Outstanding expertise that specialized call centers can offer.
6. Efficient quality control procedures.
Can you integrate the client’s tech stack into your call center?
At Simply Contact, we easily integrate diverse client technologies into our workflows using a flexible, integration-agnostic approach. Whether it's CRMs, ticketing systems, chatbots, or phone lines, we ensure seamless compatibility without technical limitations.
This offers clients the opportunity to choose their preferred tools while enjoying a smooth integration process that enhances efficiency and delivers an exceptional outsourcing experience.
This offers clients the opportunity to choose their preferred tools while enjoying a smooth integration process that enhances efficiency and delivers an exceptional outsourcing experience.
The call center outsourcing process: Step by step
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Step 1: Look for a partner, not just a service provider
You don’t need just another vendor—you need a partner who sees support as part of your customer experience, not just a line on the expense sheet. Pay attention to how well they get your industry, how they operate, and if you’d actually enjoy working with them. Things like trust and transparency? Non-negotiable.
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Step 2: Align on goals
Sit down and ask: “What does success look like for you? And for us?” That’s where it starts. If you both have different ideas of what “good” looks like, it’s going to get messy. Whether it’s faster replies, better retention, or just covering more languages—get aligned early. Everything works better from there.
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Step 3: Create processes and playbooks together
Build workflows together. The call center provider brings expertise in support operations; you bring product and brand knowledge. Define escalation paths, tone of voice, QA criteria, and reporting structures collaboratively to reflect both sides’ standards.
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Step 4: Train like one team
Effective onboarding should feel like team integration, not a vendor briefing. Share your tools, values, and customer scenarios. Let your partner propose best practices, too. Training goes both ways when you treat the team as an extension of your own.
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Step 5: Launch with complete visibility
Launch with clear timelines and feedback channels that go two ways. Use shared dashboards, joint reviews, and open conversations to keep both sides accountable.
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Step 6: Evolve together
Best results come from continuous improvement. Improvement comes from identifying pain points, testing ideas, and scaling. An outsourced call center should be more than a delivery center, but actively contribute to your support strategy as business needs change.
Challenges and solutions in call center outsourcing
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Challenge: Lack of brand understanding
When outsourced teams don’t feel your tone, values, or product, CX suffers.
Solution: Involve a BPO provider early. Start with sharing brand guidelines, product training, and customer scenarios. Professional partners will ask on-point questions and co-own the learning process to represent your brand just as your in-house team would. -
Challenge: Misaligned KPIs
If you track internal goals but your call center optimizes for something else (like speed over quality), collaboration breaks down.
Solution: Make defining KPIs a common task. Focus on shared outcomes, like customer satisfaction, resolution quality, or retention. Set up shared performance reviews to keep efforts aligned and evolving. -
Challenge: Problems with communication or cultural mismatch
When third-party team has a communication style or tone too different from your company’s, misunderstanding and poor interactions with customers can occur.
Solution: Select a partner that’s culturally aligned with your brand and boasts of excellent language skills. For example, Simply Contact is a USA & UK call centre company with agents based in Europe, ensuring cultural fit and communication style that matches Western markets. This helps maintain customer trust and avoids misinterpretation or tone issues. -
Challenge: Resistance to change
Internal teams may hesitate to trust an external partner, slowing down knowledge sharing or process updates.
Solution: Perceive the third-party call center differently than a replacement. It should be an extension of your brand. Make sure internal stakeholders are involved in onboarding and celebrate wins. This approach builds confidence and trust on both sides. -
Challenge: Rigid operations
Some vendors operate on fixed scripts, rigid workflows, and no room for nuance, hurting customer experience in dynamic industries.
Solution: Choose a partner who can adapt. The right call center provider brings proven structure, but tailors it to your reality. For example, at Simply Contact, we put a solution-based approach at the core of everything we do, which means offering tailored responses instead of one-size-fits-all options.
Industry-specific call center services: Best practices
In many industries, especially in those where urgency and emotional intelligence are key, customers still rely on traditional voice support over other channels. Take a look at travel call center agents, who must manage high-stress situations like cancellations or missed connections and maintain speed and clarity at the same time, sometimes even in multiple languages. The financial industry trains voice call teams compliance, fraud prevention, and customer reassurance during high-stakes calls. In e-commerce and logistics, voice support is key in quickly resolving failed deliveries or order issues, where tone and immediacy define the future of customer relationship. For healthcare and insurance, calls often involve private and emotionally charged conversations, which requires trained agents who balance empathy with boundaries and privacy laws like HIPAA and GDPR.
Running an effective industry-specific call center outsourcing in USA means following client’s requirements. Clear service-level agreements (SLAs) and KPIs such as call wait time, first call resolution, or post-call satisfaction must agree with customer expectations and industry standards. Onboarding and training of agents should include product knowledge, familiarizing with systems, and soft skills to match the customers’ behavior. Technology integration plays a role as well. With CRM and telephony systems, agents are able access relevant information quickly. For industries prone to unstable call volumes, think travel or e-commerce, flexible staffing models should be built in from day one.
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