5 best call center outsourcing companies: How to start an effective collaboration

Customer experience is a growing engine influenced by several factors: for 46%, good value for money is essential, while 42% quality of service and products matter more. 29% find customer service the most important. Business success equally depends on all of them, and the wise selection of reliable call center outsourcing companies as potential partners can make the difference. Outsourcing enables better scalability and cost efficiency, and an effective partner can ensure high-quality CX services, improving the brand's image. 

In this article, we will review the 5 best outsourcing companies that provide call center services and explain how to evaluate them most efficiently. Using our time-proven criteria, you can decide what is most important for your business and how to make the selection work for you.

How we evaluate the best call center outsourcing companies

To identify the best outsourcing companies, we focused on service quality and a long-term potential for partnership. By combining practical business criteria, we have developed a list that will suit the best of all companies of different sizes and industries.

Service scope (inbound, outbound, omnichannel)

A broad service scope is a guarantee that the service provider will be able to support multiple touchpoints from sales and lead generation to customer support. 

Industries

In our experience, the call center service providers with a deep understanding of specific industries (for example, SaaS, healthcare, or fintech) work with them more efficiently. 

Geographic coverage & languages

Global coverage and the presence of multilingual teams extend possibilities for companies that operate in international markets. It enables round-the-clock availability and localized support.

Scalability & workforce size

Scalable staffing models make team adjustments more flexible and allow businesses to handle seasonal peaks and growth without issues. 

Technologies & AI

Automation, AI-driven analytics, and other advanced solutions can enable more efficient real-time performance of human teams. 

Security & compliance

Checking the presence of HIPAA, PCI DSS, or GDPR certificates will help see what data protection companies apply. Secure handling of sensitive data is essential for a safe partnership.

Clients profile

Understanding whether call center service providers typically work with SMBs or enterprises helps determine if their prices and support structures are suitable for your business goals and needs.

Transparency of operations & reporting

Clear KPIs and regular reporting enable a clear understanding of measurable goals. Also, it is an efficient way to control performance and improve service quality.

Best call center business outsourcing companies

Here is the list of the most promising candidates for long-term partnership that will most likely provide the highest quality of customer experience and maintain the high reputation of your business.

Simply Contact

Simply Contact is a leading call center outsourcing company with a great focus on service quality and measurable results. The company delivers skilled teams with deep industry knowledge and an outcome-driven support model. Working both with large enterprises and promising startups, Simply Contact creates customer-centric environments across various directions of digital platforms. The practical use of advanced technologies like AI-driven solutions enables fast resolutions and perfect service consistency. 

Simply Contact demonstrates high respect for security standards, supported by certifications. Flexible scalability and quick team adjustments make Simply Contact a reliable partner for businesses that are looking for cost-effective and future-oriented BPO solutions.

• Headquarters: Warsaw, Poland
• Core services: multilingual call center communications, inbound outsourcing, business processes, emergency call answering, technical support, B2B services. 
• Industries served: fintech, SaaS, travel, healthcare, logistics, legal, e-commerce, government, media, etc. 
• Key clients: various-sized organizations from startups to enterprises.

Teleperformance

Teleperformance is one of the largest call center outsourcing companies that operates on the global market and has deep experience and knowledge across several industries. With advanced support for AI-driven technologies, professional teams streamline clients’ processes and deliver fast, effective support.

• Headquarters: Paris, France.
• Core services: back office processing, multilingual support, claims management, etc. 
• Industries served: retail, e-commerce, automotive, gaming, healthcare, media, technologies, travel, etc. 
• Key clients:  global corporations and enterprises.

Alorica

Alorica uses a combination of a human-centered approach and modern digital CX solutions to provide high-quality call center services. It enables higher annual revenue and a significant reduction in hold time. With smart queue optimization, Alorica teams also increase NPS.

• Headquarters: Irvine, USA.
• Core services: customer experience, operations as a service, digital trust and safety.
• Industries served: banking, public sector, technology, travel, healthcare, energy, and utilities.
• Key clients:  midmarket and enterprises.

Foundever

Foundever is one of the biggest global call center business outsourcing companies. With scalable, advanced technological solutions, including artificial intelligence and automation tools, Foundever delivers stable, effective assistance to drive positive CX.

• Headquarters: Luxembourg. 
• Core services: customer care, back-office support, technical support, trust and safety, multilingual support, etc.
• Industries served: banking, manufacturing, disruptors, technology, telecommunications, etc.
• Key clients: mid to large enterprises and startups.

Concentrix

Concentrix offers call center services by combining CX strategy, analytics, and large-scale outsourcing operations. The company actively applies AI-enabled tools to deliver and manage customer interactions and optimize operations.

• Headquarters: California, USA. 
• Core services: strategy and design, data and analytics, digital operations
• Industries served: automotive, healthcare, media and communication, retail and commerce, travel, technology, etc. 
• Key clients: enterprises and midmarket.

Conclusions

Finding a partner for call center services is a strategic decision that influences customer lifetime value and the general company outcome. It can help reduce hiring costs and freely adjust your teams during peaks. It enables stability and stimulates the company’s growth. An unreliable partner can cause severe damage to your reputation, while the right one is a valuable extension to your brand.

A perfect service provider can easily combine the power of technology and a deep understanding of your industry, delivering high-quality service at impressive speed. Artificial intelligence and omnichannel support solutions can optimize traditional companies’ workflows and speed up assistance. Such a long-term collaboration could not only remove part of the pressure on internal teams but also extend your reach in the global market.

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