An inbound call center is a company specializing in handling communications with customers on behalf of your organization. Generally, inbound company's services include processing incoming phone calls for customer service, technical support, orders management, and reservations. Keep reading to learn how to find the best inbound call center companies and how they can improve your business operations.
Over the years, we have learned inbound and outbound calls like the back of our hands, and we know how much readiness to respond quickly to customers' queries means. If cold and warm calls can wait, the count starts once the client calls your support services, and professionalism and fast reactions can improve or worsen the impression of a brand.
Let's see what difference inbound call center outsourcing can offer your company.
Having an in-house team may be convenient, but it also costs a fortune. The owners of call centers spend approximately 80% of their income to ensure call center operation. You must hire new staff, train them, prepare the workspace, equipment, and software, and constantly perform KPI monitoring. Working with an outsourcing team, you will get experts who are already equipped with the most up-to-date tools and ready for productive work.
Outsourced teams are often located in different time zones. Covering several time regions enables round-the-clock service. Availability to customers outside regular business hours makes it easier for them to contact you and enhances customer satisfaction and loyalty.
If your workload changes depending on the season, a stable number of employees cannot be your most effective working option. Outsourcing inbound call centers is not a problem, as the teams can be easily adjusted according to your current requirements and business needs.
Access to the worldwide market of talents within your industry enables an opportunity to find a professional team with the most advanced solutions. Outsourced service providers often utilize state-of-the-art technology, including artificial intelligence, routing tools, and programs for analytics and reporting. Outsourcing companies employing multinational agents are more likely to offer multilingual support.
Often, customer waiting time is associated with the staff being overloaded with tasks. With an outsourcing team, you can focus on key responsibilities. Your in-house team will not have to get distracted between customer, technical support, and their primary duties, while the outsourced team takes care of your customers. You will get a professional support team while enhancing the productivity and efficiency of the in-house one.
Choosing a reliable outsourcing partner is vital when you work with service providers, as they will represent and directly affect your brand. We have prepared a list of aspects to consider when searching for an inbound call center outsourcing company.
88% of customers prefer to purchase from reliable and trustworthy companies, making the reputation a vital factor for successful competition in the market. You must know your future company's representatives, so make sure to check their reputation first. You can get an image of their working style, speed, and reliability by studying customer and employee reviews.
Pay attention to global rate platforms like Clutch, Featuredcustomers, and Trustpilot, where you can see the average rate and read the reviews and case studies. Glassdoor is also a popular rate platform; however, registration is required to get the information, making access to rates more difficult.
Teams with industry experience are more familiar with the specifics and do not require additional training to adjust. They also know what approaches work the best, which tools they may need, and how to meet customers' needs and expectations, and they can react faster and more productively. Such staff can tailor their solutions and handle more complex queries.
We recommend you study companies' portfolios and case studies to see industry-specific success stories.
Companies that favor advanced technologies can achieve faster and more productive operations, reducing customers' waiting time. Automation solutions and the implementation of artificial intelligence significantly boost the number of requests processed daily.
Over 50% of leading customer service providers refer to CRM implementation for enhanced service features. 90% of decision-makers motivate companies to invest in technologies for improving staff mobility and effectiveness. So, your partners' technological capabilities are also important as a sign that they can offer maximum service effectiveness.
Scalability is a key factor for growing companies, as they need to be prepared for a fast-changing number of customers and, as a result, growing queries. A scalable partner can also more effectively handle seasonal spikes and unforeseen changes in call volume. It means you will not have to worry about the lack of staff to fulfill all the requests, as the outsourced service provider will be able to adjust the team's size to fit the needs quickly.
Working with a third-party service provider, you entrust your reputation and your company's and customers' sensitive information to strangers, so security should be your priority. A secure call center can minimize the risk of potential data breaches.
Pay attention to companies' compliance with such regulations as GDPR and HIPAA. Data about security protocols, certifications, and compliance with industry standards can help evaluate your future partner.
Now that you know what criteria are important, we can look closely at the top 8 inbound call center outsourcing companies and see how well they match your needs.
Simply Contact was founded in 2013, and nowadays, they have offices in the UK, Poland, Romania, Moldova, Ukraine, and Bulgaria. The main focus is on combining human resources and advanced technologies, including AI solutions, multilingual software, and metrics for quality control. The company respects security measures through PCI DSS, ISO27001, and ISO27701 certifications.
| Reputation | Clutch: 4.9 (26 reviews) Glassdoor: 4.8 (25 reviews) Flexible, great project management, high-quality work |
| Security | PCI DSS, ISO27001, ISO27701, PCI DSS, GDPR, HIPAA |
| Scalability | Over 600 employees Simply Contact offers contact center services, customer support, QA, support in social media, and help desk outsourcing services. Worldwide availability with physical offices within the UK and Europe. |
| Industry Expertise | FinTech, Travel and Airlines, E-commerce, Retail, Logistics, Government |
| Technological capabilities | Automated solutions, AI, virtual assistants, translation |
| Quality of Service | Simply Contact arranges employee training, including soft-skills improvements, a knowledge base, product, service, and quality training. They pay special attention to quality control and monitor KPIs and compliance with quality standards. |
The range of services and ability to handle large call volumes makes Simply Contact suitable for any size of business. The company focuses on providing customer and technical support services within several industries. The global rates show the list of satisfied customers. Technical capabilities allow us to provide effective support to customers. This inbound call center service provider is perfect for the European market.
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SupportYourApp was established in 2010, and since then, the company has demonstrated itself as an industry leader with premium services for innovative tech companies. The company has offices in the USA, China, Argentina, Serbia, and Ukraine, where it was originally founded. SupportYourApp has a strong focus on data security and social responsibility.
| Reputation | Clutch: 5.0 (58 reviews) Glassdoor: 3.8 (779 reviews) High-quality work, proactive, communicative |
| Security | PCI/DSS L1 ISO/IEC 27001 GDPR, CCPA, HIPAA |
| Scalability | Over 1200 employees Among services, you can find technical support, call center, social media customer support, e-commerce support, back office, Amazon CS, IT support, and reception desk services. The company ensures worldwide availability with offices in Asia, Europe, North and South America. |
| Industry Expertise | E-commerce, IT, Gaming, Legal, Medicine |
| Technological capabilities | AI, self-service help desks, multi-channel support |
| Quality of Service | SupportYourApp has a quality assurance department, they apply active listening and have a strong focus on self-development. |
As we can see from Clutch's rate, most clients are middle-size companies, with a slightly lower percentage of enterprises and a lower amount of small-size businesses. The company works worldwide and has great potential for scalability, good security measures, a reliable reputation, and a list of industries where they have expertise. However, most of all, companies oriented on information technologies can get.
Helpware was founded in 2015 and now has offices in the USA, Ukraine, Mexico, Germany, Philippines, Poland, Albania, Puerto Rico, Uganda, Portugal, and Georgia. Their main moto is to deliver amazing customer experience together. Helpware is strongly focused on combining human resources, culture, technology, and innovations for their approach to service delivery.
| Reputation | Clutch: 4.9 (45 reviews) Glassdoor: 4.5 (965 reviews) Trustpilot: 4.3 (26 reviews) Exceeds expectations, communicative, helpful |
| Security | GDPR |
| Scalability | Over 2500 employees The service range covers AI customer support, call centers, technical support, answering, email support, content moderation, fraud prevention, back-office support, data labeling, human-in-the-loop, software development, medical billing, mortgage processing services, and start-up acceleration. The company has 9 worldwide offices |
| Industry Expertise | E-commerce, Retail, SaaS, Healthcare, HealthTech, Gaming, Entertainment, FinTech, Food, Transportation, Public Sector and Automotive |
| Technological capabilities | CRM systems, multi-channel helpdesks, data exchange, live chats, analytics, AI |
| Quality of Service | The company actively invests in team building and training for its agents. They ensure quality management via monitoring, performance evaluation, analytics, and insights. |
Helpware has a proven track record, many reviews, and wide industry experience. Worldwide availability and range of services make it suitable for any size, from start-up to enterprise. 60% of clients are mid-size companies. Helpware has great scalability potential, but very little we know about its security protocols and compliance.
Hugo Inc. is a large company founded in 2017 that works worldwide. It also has physical offices in Nigeria and the USA. They underline their strict approach to recruiting new employees with an acceptance rate of 2% and 65% of the female workforce.
| Reputation | Clutch: 5.0 (25 reviews) Glassdoor: 4.6 (391 reviews) Timely, well-organized projects, high-quality work |
| Security | ISO 27001, SOC 2, GDPR |
| Scalability | Over 4000 employees Hugo Inc. offers general support, call center support, live chat support, email support, back office services, assistance in e-commerce and marketplaces, sales, community management, data and AI. Worldwide availability |
| Industry Expertise | Business Services, Consumer Products, Finance, IT, Retail |
| Technological capabilities | AI, natural language processing, computer vision |
| Quality of Service | Hugo Inc. has guide programs for personal development and training for agents. QA is ensured by weekly monitoring and coaching. |
Hugo Inc. works with small businesses, but the percentage of enterprise and middle-sized companies is also significant. The number of available experts and regular training demonstrates their readiness for scalability. The company has a good reputation and proven track record, making it a reliable choice.
Teleperformance, also known as TP, was founded in 1978 and demonstrates a long history of successful cases. The company strongly focuses on empowering its human teams with artificial intelligence capabilities, creating a combo of technology and humanity, and working in the customer support sphere. TP operates in more than 100 countries all over the world.
| Reputation | Glassdoor: 4.3 (75k reviews) Reviews are not available for reading |
| Security | PCI DSS, AICPA SOC, ISO 22301, GDPR, ISO 27701 |
| Scalability | Over 500k of employees The company’s services include AI solutions for improving digital CX, Video CX, Metaverse for business, back-office processing, integrated sales, finance and accounting services, multilingual services, work-at-home, Ad sales, analytics, business process optimization, technology services, etc. TP has representatives in over 100 countries worldwide. |
| Industry Expertise | Automotive, Finance, Healthcare, Insurance, Government, Retail, E-commerce, Technology, Telecom, Travel, Gaming |
| Technological capabilities | Story and Generative Artificial intelligence, digital CX, Metaverse |
| Quality of Service | TP cares about employees' training and offered 56m of training hours in 2023. TP monitors performance and keeps an eye on KPIs. |
TP demonstrates great potential for scalability, strict security measures, and a wide range of experience within several industries and technological capabilities. They are seriously focused on staff training and quality assurance. Geographical reach spreads over hundreds of countries, making it available for businesses everywhere. The lack of free access to customers' reviews makes it difficult, however, to evaluate their track of successful cases.
Foundever is an inbound call center service provider that was founded in 1994. Their key direction is empowering their human staff with advanced technologies, including artificial intelligence. The geographical operation range covers 45 countries around the world. The main focus is on simplicity for both customer and employee experience.
| Reputation | Glassdoor: 3.8 (20k reviews) Reviews are unavailable for reading |
| Security | ISO 27001, PCI /PCI-DSS v3.x, HITRUST/HIPAA, SOC Type 1 and 2 Certifications, CISSP, CISA, CISM, CRISC, PMP, PCI-ISA |
| Scalability | Over 170k employees Foundever provides back-office support, debt collection, cybersecurity, customer care, sales, retention, and technical support. The operation range covers 45 countries worldwide. |
| Industry Expertise | Finance, Crypto, Government, Insurance, Healthcare, Manufacturing, Retail, E-commerce, Technology, Media, Travel, Utilities, Telecoms. |
| Technological capabilities | Artificial intelligence (conversational, generative), CS orchestration, analytics, knowledge management, CX (omnichannel, social media), self-services, CCaaS, customer support, etc. |
| Quality of Service | Foundever has employee experience and promotional programs. The quality assurance is highly focused on NPS stats. |
The closed access to reviews is compensated with a long-time company's existence and proven track record. The number and list of security measures demonstrate their serious approach to the safety of their clients. Over 170k employees give enough space for scalability and team adjustment. Such an industry range and technology solutions make it a good choice for any company size.
TeleTech, also known as TTEC, was founded in 1982 with an ambitious goal to transform customer experience delivery. TTEC works on six continents and has offices in 70 locations, including Canada, the USA, Brazil, Colombia, Costa Rica, India, Australia, Bulgaria, Egypt, etc. The company is focused on implementing AI solutions to optimize CX. The main TTEC specialization is various customer support services.
| Reputation | Featured customers' rate: 4.8 (6 locked testimonials, 124 case studies) |
| Security | No data |
| Scalability | Over 54k employees TTEC delivers various services including CX strategies, design, customer journey maps, contact center services, customer support, back-office support, tech support, CRM integration, self-service, etc. The company is available on 6 continents. |
| Industry Expertise | Finance, Communications, Automotive, Healthcare, High Tech, Media, Retail, E-commerce, Start-ups, Hypergrowth, and Travel |
| Technological capabilities | CRM systems, AI, self-service solutions, chatbots, IVAs, Data operators, intelligent fraud automation, learning services, translation |
| Quality of Service | TTEC implements AI solutions for training and is highly focused on improving KPIs. |
This inbound call center demonstrates years of experience and great scalability potential due to the number of employees and expertise in various industries. Companies can be a good option for partnerships for start-ups and big enterprises. Availability across six continents offers access to their services everywhere. The only disadvantages are difficulties checking customers' reviews and unavailable information about security measures.
Alorica was established in 1999, and since then, it has demonstrated itself as a full-service outsourcing partner for tech-enabled customer experience solutions. They heavily rely on advanced technology and focus on creating custom solutions for each client. Alorica has an office in the USA.
| Reputation | Glassdoor: 3.2 (12k reviews) Reviews are unavailable |
| Security | No data |
| Scalability | Over 100k employees Alorica specializes in contact center services, CRM and case management, adherence alerts, learning delivery and quality, analytics, back-office services, tech support, Rev Gen, lease management, loan services, account resolution, card services, etc. The company is situated in the USA. |
| Industry Expertise | Finance, Communications, Healthcare, Public Sector, Retail, Tech, Travel |
| Technological capabilities | Real-time voice language translation, Artificial intelligence |
| Quality of Service | Alorica provides training for employees. The company is focused on KPIs and according to its statements, it is a top CSAT provider. |
There is little information about this company regarding readable reviews and security protocols. Among their advantages are scalability, a rich range of services, and close work with artificial intelligence. The company looks like a good option for American businesses of different sizes.
Inbound call center companies can allow you to significantly enhance the potential of your customer support services and improve the impression of customers about your business. By finding a reliable service provider, you will get a partner who knows how to operate the call center correctly and can make its operation efficient, productive, and customer-oriented. It will empower your company with a professional approach and stimulate further growth.
Simply Contact combines expertise, advanced technology, and a customer-focused approach to elevate your support services. Let’s discuss how we can enhance your customer experience—contact us today to get started!
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