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    Call-Center-Outsourcing

    4 Biggest Call Center Outsourcing Companies in the US Now

    Call center outsourcing has been popular for decades now. But as companies grow more extensive and global, it’s become an even more viable strategy to optimize customer service operations. From cost savings, to expanding to more countries and time zones and delivering high-quality interactions, outsourcing can be a massive boon to your business.

    In this article, we’ll cover what you should consider when choosing an outsourcing vendor, the biggest contact center outsourcing companies in the US, some best practices for managing communications with your vendor, and what to look for in the future.

    What factors should you consider when choosing an outsourcing company?

    Naturally, choosing a vendor for your contact center outsourcing requires a lot of research. Some of the most important aspects that you should look for include:

    • Industry expertise and specialization. Look for companies that are already established and have proven experience within your industry or field. Showing experience with similar clients is an excellent indicator that they’re familiar with similar workloads or industries.
    • Scalability and flexibility. Ideally, your chosen vendor can scale up and down as demand changes. This can be incredibly important for businesses strategizing around holiday surges or specific windows of high call volume.
    • Technology and infrastructure. You’ll want to ensure your vendor is equipped with the latest technology and has an existing, robust infrastructure. Working with vendors that aren’t equipped to handle your call center effectively can dramatically impact the customer experience and your business’ reputation.
    • Quality assurance and compliance. Check to see if they have any pre-existing quality assurance software to ensure they have procedures in place for training and improving their customer service. Additionally, you’ll want to ensure they comply with regulations for your specific industry.
    • Cost-effectiveness and pricing models. While cost is a significant factor, it shouldn't be the only one. Evaluating your budget and how much you can save (or invest into) contact center outsourcing is key to making your dollar count. Additionally, keep an eye out for how some vendors set up their pricing models to ensure you don’t run into any hidden fees.
    • Reputation and trustworthiness. Research the company’s reputation. Look for reviews, testimonials, and case studies. Don't hesitate to ask for references and follow up with them to get a sense of the company's reliability and quality of work.
                                              
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    What are the top call center outsourcing companies in the U.S.?

    We’ve compiled a list of the top four call center outsourcing companies you can start working with today. While this is not an exhaustive list, it should give you plenty of information to make an educated decision for your outsourcing needs.

    Helpware

    Founded in 2015, Helpware has seen rapid expansion across the globe, working alongside clients such as Google, Microsoft, and Zendesk. They specialize in the digital customer experience, offering a wide range of omnichannel support options from email support to contact center outsourcing.

    Their “People as a Service” model helps emphasize a positive work culture reflected in their high-quality customer service. With a revenue of $3.4 million as of 2019 and a global presence, Helpware's adaptability and client-centric approach make it a standout in the outsourcing industry.

    XACT

    Based out of Orlando, XACT has been a part of the call center industry since 1998. With over two decades of experience, XACT provides tailored customer support solutions across various channels, including phone, chat, email, and web support. Their services are marked by a commitment to creating a seamless customer experience through extensive training and advanced technology.

    Wing Assistant

    Wing Assistant, another newcomer to the industry, was founded in 2018. Specializing in providing virtual assistant services, they’ve expanded to include call center outsourcing as a core part of their offering. They cater to a diverse range of needs, including administrative support and customer service, enabling them to tackle almost any industry. Whether you need a single agent or a fleet of them, Wing Assistant can help you deliver a strong customer experience.

    Triniter

    Supporting over 50 languages and offering a global presence spanning the US, Philippines, and India, Triniter has a solid foothold in the contact center outsourcing industry. Offering services like customer and tech support, back office teams, and automation tools, they’re equipped to handle any issues your customers may have. Their broad reach across multiple industries gives them the strength and flexibility to adapt to any new business and deliver top-quality customer experiences. Triniter works with many high-profile companies, including HBO, PayPal, and Nike.

    How to evaluate the ROI of call center outsourcing

    Finding the best call center outsourcing providers is already challenging, but ensuring you’re going to benefit from outsourcing is critical, which means you’ll need to figure out your company’s return on investment (ROI). To evaluate effectively, consider dividing it into four critical segments:

    Define KPIs for measuring outsourcing success

    Setting clear and measurable KPIs is crucial when you start looking into outsourcing. These KPIs should make up your idea of success. These can include first call resolution rates, average call handling time, and customer satisfaction scores.

    Monitoring these data points can provide reliable indicators of how successfully your chosen outsourcing partner is performing against your set expectations.

    Calculate cost savings and operational efficiency gains

    While KPIs provide qualitative aspects, it’s equally important to consider a more direct cost-benefit analysis. Call center outsourcing can result in significant savings, reducing overheads like salaries, training, and infrastructural expenses.
    Compare these projected savings with your current costs to evaluate the immediate financial ROI. Just remember—the appeal of lower costs shouldn't overshadow the quality of service.

    Identify long-term benefits and strategic advantages

    Success in today's business environment often comes down to focusing on core operations and maximizing efficiency. Outsourcing partners usually possess extensive industry knowledge and experience. They can deliver service on par with (or even surpassing) in-house teams, freeing them up to focus on other aspects of your business.

    Evaluating the services your chosen vendor offers—and how it can affect your company once passed off to another team—is crucial when assessing whether the outsourcing ROI is worth it.

    Listen to agent and customer feedback

    Finally, listening to feedback can dramatically impact your call center. Gathering feedback from your customers, agents, and employees can help you accurately gauge the impact of your outsourcing.

    Use customer reviews, social media, surveys, and other means of communication to see how people are responding to your new call center, and make swift changes to ensure it continues to improve and boost your ROI. Collaborating with your outsourcing vendor on these issues can help lead to continuous improvement for you and your call center.

    Best practices for managing call center outsourcing relationships

    Developing a trusting, productive relationship between you and your call center outsourcing provider is critical. It requires active involvement and effective communication between both parties, which can be difficult to maintain. Here are some practical ways to manage and grow your relationship with your outsourcing vendor:

    • Establish clear channels of communication. Never underestimate the power of good communication. Regular, two-way communication is crucial for ensuring expectations are clearly understood and met. This also provides a platform for addressing any issues that may arise in the day-to-day, helping you solve problems as they happen.
    • Set clear performance metrics and KPIs. As we mentioned before, establishing KPIs is essential to ensuring your business is running smoothly. Tracking these KPIs and using them as indicators of your service quality is critical. They can help you communicate with your outsourcing partner when things need improvement or something has gone wrong.
    • Provide ongoing training and development. Your call center’s performance is central to your customer experience, so invest in your teams. While they may not be your direct employees, providing training and contextual information about your company, products, and services can significantly impact the customer experience. These training sessions allow for more informed and engaging conversations with your customers, leading to greater satisfaction and retention rates.
    • Conduct regular performance reviews. Regular reviews are a great way to analyze performance, highlight successes, and identify improvement areas. In these sessions, creating an environment that encourages open discussions is constructive. This will result in more actionable feedback, ultimately leading to better performance. You can also set incentives for better performance, such as rewards for reaching or maintaining specific KPIs, which can significantly boost team morale.

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    Common challenges in call center outsourcing (and how to address them)

    While contact center outsourcing can offer plenty of advantages, it’s important to be aware of the challenges that might come with it. Identifying potential problems before they happen can help mitigate them and ensure a productive—and profitable—partnership.

    Loss of quality control and monitoring

    One of the most common concerns with contact center outsourcing is a drop in quality control, making it more difficult to track once it’s been outsourced. This can be dealt with by setting vital performance targets, establishing regular review processes, and using a robust quality assurance program, which can make a massive difference in the overall quality of your customer service.

    Lower customer service standards

    Outsourced agents may lack detailed knowledge about your products or services, leading to a lower customer service standard. If they continue to underperform and aren’t trained properly, it can result in a poor quality experience, which may lead to customers churning and a loss of revenue. To overcome this, create detailed knowledge bases and provide ongoing training.

    Data security and privacy concerns

    Connecting your databases with any third party can be a risk, even more so when you outsource customer interactions and information. You must evaluate and ensure your chosen outsourcing partner has robust data security protections and follows all relevant regulations. Without it, you put you and your customers at risk of data breaches and privacy issues.

    Language and cultural barriers

    Establishing smooth communications between you and your business is crucial because you’ll never know how your customers feel without it. Adding a third party to the mix can be difficult if they don’t speak the same languages as your customers or if cultures clash.

    Working with outsourcing vendors that have agents familiar with cultural norms and fluent in your customer’s native languages can prevent these issues from ever arising, which is easy to do when you’re looking at US-based call center outsourcing companies.

    Misaligned expectations

    Misunderstandings can arise due to misaligned expectations between businesses and call center providers. From the beginning, clearly define your expectations, deliverables, and KPIs. Regular communication and progress reviews can keep both parties aligned and proactively address concerns.

    Looking at future trends in call center outsourcing

    Technology is constantly advancing, and its impact on the call center industry moves just as fast. With so many new trends coming, it can be difficult to focus on what’s working and what isn’t. 

    Automation and AI integrations are massive parts of these new trends beyond just the applications of tools like ChatGPT. Robotic Process Automation (RPA) and AI technologies help boost efficiency and productivity. They can handle simple queries, freeing up agents to focus on complex customer issues requiring a human touch and critical thinking.

    Keeping your eyes on the horizon with evolving customer trends is important, too. Over the last few years, we’ve seen an increase in the need for an omnichannel approach, as customers want a seamless experience regardless of what platform they contact you on. Offering personalized customer experiences is also a growing trend, which makes using predictive analytics even more impactful.

    Finally, one of the biggest trends is outsourcing responsibly by focusing on sustainability and the social responsibility of outsourcing. Ethical operations, fair employment practices, and a commitment to environmental care factors are all growing trends in companies. With it, we can all shape equal opportunities and optimize the future for everyone.

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    Conclusion

    Outsourcing isn’t easy, even when looking at the biggest contact center outsourcing companies in the US. Understanding the factors to consider when picking an outsourcing partner, evaluating your ROI once you’ve selected a vendor, and maintaining healthy communications is critical to a thriving call center.

    Maximizing the effectiveness of your call center doesn’t stop there, though. Using powerful quality assurance software can help your agents turn average customer interactions into amazing ones. Scorebuddy can support agent monitoring and coaching, and give you clear, up-to-date information on how your call center is running. Start a free trial today.

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      FAQ for 4 Biggest Call Center Outsourcing Companies in the US Now

      FAQ

      Where are most call centers outsourced?

      Call centers can be outsourced to many countries, with these five being the most popular:

      • India offers a tech-savvy workforce and a large English-speaking population, and it works well with many other time zones.
      • The Philippines also has many English speakers and aligns well with many other time zones.
      • Malaysia has a strong technical infrastructure alongside a broad pool of native English, Mandarin, Malay, and Tamil speakers.

      Eastern Europe brings a blend of highly skilled, multilingual professionals who can easily navigate complex issues and a robust technical infrastructure.

      Why do U.S. companies outsource customer service?

      U.S. companies outsource customer service primarily to reduce operational costs, access a talent pool of skilled agents, and expand language capabilities. By outsourcing, they achieve increased flexibility in adapting to changing business demands, harnessing the benefits of different time zones and ensuring 24/7 customer support.