Inbound Call Centers

Top Inbound Call Center Companies

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Discover globally competitive inbound call center companies sorted by cost, size, reviews and more. Filter these specialized companies with trained customer service professionals to choose the best partner for your business.

Best Inbound Call Center Services

230 Companies
Rankings updated: July 14, 2024
  • Fusion CX

    BPO services spanning domains.
    With over 35 years of industry experience and a client base of 250+ companies spanning multiple sectors, Fusion CX Group is a trusted provider of top-notch call center and customer care services.  [... view the full profile of Fusion CX]
    Draper, Utah
    1000 & Up $25/hr $10,000 - $25,000
    VISIT WEBSITE
  • Callzilla

    Contact & Call Center Outsourcing Support Channels & Audits.
    Callzilla is a full-service outsourced call center and business process outsourcing company with headquarters in Miramar, Florida. We help leading brands acquire and care for English-speaking and  [... view the full profile of Callzilla]
    Miramar, Florida
    Under 49 Inquire Inquire
    VISIT WEBSITE
  • Global Response

    Personalizing your business
    Our collaborators have grown to rely on our commitment, responsibility, and adaptability through tailor-made resolutions. Our endeavor to cultivate Brand Passion involves cultivating profound insights  [... view the full profile of Global Response]
    Margate, Florida
    1000 & Up Inquire Inquire
    VISIT WEBSITE
  • CIENCE Technologies

    B2B Sales Conversations Start Here
    CIENCE Technologies is a B2B Lead Generation and Sales Acceleration Company  [... view the full profile of CIENCE Technologies]
    Denver, Colorado
    1000 & Up $25/hr $1,000 - $10,000
    VISIT WEBSITE
  • Helpware

    Amazing Customer Experiences. Together.
    Helpware builds customized teams in Customer Service and Back Office for industry leading startups and modern companies.  [... view the full profile of Helpware]
    Lexington, Kentucky
    1000 & Up $25/hr $10,000 - $25,000
    VISIT WEBSITE
  • Flatworld Solutions (FWS) is a global company offering IT, Data Science, Data Mining, business consulting, and outsourcing solutions since 2002.  [... view the full profile of Flatworld Solutions]
    Princeton, New Jersey
    1000 & Up Inquire Inquire
    VISIT WEBSITE
  • AnswerForce

    Top class phone answering services
    AnswerForce delivers a suite of live, genial, and proficient phone answering services, alongside virtual reception solutions and beyond. Our seasoned team of customer-centric agents tend to your calls  [... view the full profile of AnswerForce]
    Portland, Oregon
    100 - 249 Inquire Under $1,000
    VISIT WEBSITE
  • SupportYourApp

    Outsource Support To Grow Faster
    SupportYourApp is a Support-as-a-Service company that provides secure technical, customer support and CX services for growing companies around the globe since 2010.  [... view the full profile of SupportYourApp]
    Wilmington, Delaware
    1000 & Up Inquire $1,000 - $10,000
    VISIT WEBSITE
  • Always Answer

    We’re not just an answering service. We’re the human connection that brings life to your business with a live person on the other end. Get to know your call center and answering service  [... view the full profile of Always Answer]
    Duncanville, Texas
    Under 49 Inquire Inquire
    VISIT WEBSITE
  • OnBrand24

    A leading customer support services provider
    OnBrand24 stands as a leading provider of outsourced customer support services, offering established overflow and contingency strategies.  [... view the full profile of OnBrand24]
    Beverly, Massachusetts
    Under 49 Inquire Inquire
    VISIT WEBSITE
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  • We Drive Success.
    Established in 2009, Unity Communications is a US-based Business Process Outsourcing (BPO) company specializing in sales, technical support, customer service and administrative support services.  [... view the full profile of Unity Communications]
    Gilbert, Arizona
    500 - 999 $9/hr Inquire
    VISIT WEBSITE
  • Partner with the Best.
    Paul Virtual Solutions, based in Regina, Saskatchewan, offers a range of services including International Trading, BPO, Call Center & HR Solutions, and Affiliate Marketing led Sales Solutions to  [... view the full profile of Paul Virtual Solutions]
    Regina, Canada
    Under 49 Inquire Inquire
    VISIT WEBSITE
  • Ziscomm

    Ziscomm is a leading Business Processing Outsourcing (BPO) Company.
    Ziscomm revolutionizes business connectivity through innovative communication solutions, empowering enterprises to thrive amidst competition with seamless collaboration and success-driven outsourcing  [... view the full profile of Ziscomm]
    Rawalpindi, Pakistan
    50 - 99 $20/hr $1,000 - $10,000
    VISIT WEBSITE
  • IdeasUnlimited

    Global Support Redefined!
    IdeasUnlimited is a global support services provider with thirteen (13) years of experience in providing Call Center and Remote Business support services!  [... view the full profile of IdeasUnlimited]
    Sugar Land, Texas
    100 - 249 $10/hr $1,000 - $10,000
    VISIT WEBSITE
  • Wiserbrand

    From Analysis to Transformation
    The WiserBrand marketing team is committed to crafting effective digital strategies for online stores and digital platforms, elevating conversions and boosting sales through eCommerce development.  [... view the full profile of Wiserbrand]
    New York City, New York
    100 - 249 $100/hr $1,000 - $10,000
    VISIT WEBSITE
  • MKC Agency

    Scale revenue with content that converts
    MKC Agency: Your partner in accelerating B2B sales for MSPs and Telcos through strategic lead generation and effective content marketing. We align sales and marketing with an ethical approach to fuel  [... view the full profile of MKC Agency]
    Orlando, Florida
    Under 49 $125/hr $1,000 - $10,000
    VISIT WEBSITE
  • ImproveIT Solutions

    Qualified Ukrainian software developers starting from 22$/hr
    ImproveIT Solutions builds awesome digital products and strong engineering teams for hi-tech corporations and startups. Two core focuses are web/SaaS and mobile app development mostly for Swiss  [... view the full profile of ImproveIT Solutions]
    Chernivtsi, Ukraine
    50 - 99 $35/hr Inquire
    VISIT WEBSITE
  • WOW24-7

    A premier outsourced customer support agency
    Since 2016, we've been at the forefront of global 24/7 omnichannel Level 1 and 2 outsourced customer support and technical support outsourcing.  [... view the full profile of WOW24-7]
    Afton, Wyoming
    100 - 249 $10/hr Inquire
    VISIT WEBSITE
  • VoiceNation

    America's best phone answering service taking care of your callers
    VoiceNation is an industry-leading live answering provider, serving thousands of businesses across key sectors, including real estate, legal, medical, finance, home services and franchise. What  [... view the full profile of VoiceNation]
    Duluth, Georgia
    1000 & Up Inquire Under $1,000
    VISIT WEBSITE
  • Hugo

    Best Customer Support & Data Solutions in 2024
    Hugo is the largest specialty provider of customer care, data, and community support solutions.  [... view the full profile of Hugo]
    Chicago, Illinois
    1000 & Up $10/hr Under $1,000
    VISIT WEBSITE
  • Munzai Solutions

    Closing deals, opening doors
     Munzai Solutions is a creative development and digital sales organization that aims to address a market vacuum. We give you a chance to see a significant improvement in your business growth with our  [... view the full profile of Munzai Solutions]
    Manchester, United Kingdom
    Under 49 $20/hr $1,000 - $10,000
    VISIT WEBSITE
  • The Digital Edge

    Transforming ideas into results.
    The Digital Edge is a dynamic and results-oriented marketing agency offering comprehensive solutions tailored to meet our clients' needs. With a focus on creativity and effectiveness, we specialize in  [... view the full profile of The Digital Edge]
    Houston, Texas
    Under 49 $7/hr Under $1,000
    VISIT WEBSITE
  • ProtelBPO

    Protel BPO, nothing matters more than how your customers view your brand how they interact with it
    Protel BPO, located in Belize City, Belize, is a leading and locally owned outsourcing provider. Since 2013, it has been delivering exceptional INBOUND and OUTBOUND omnichannel contact center services  [... view the full profile of ProtelBPO]
    Belize City, Belize
    500 - 999 $14/hr $50,000 & Up
    VISIT WEBSITE
  • Peak Support

    BPO solutions that you can trust
    Peak Support stands as a dynamic and forward-moving provider of outsourced customer support services, driven by an unwavering commitment to furnishing unparalleled assistance to rapidly expanding  [... view the full profile of Peak Support]
    Cambridge, Massachusetts
    250 - 499 Inquire Under $1,000
    VISIT WEBSITE
  • SalesNash

    Simplified Prospecting for Sales Professionals
    SalesNash is the ultimate sales partner, making it easy to approach potential clients and set up meetings confidently. Our Leads-as-a-Service platform empowers you with everything needed for  [... view the full profile of SalesNash]
    Ottawa, Canada
    Under 49 $49/hr $1,000 - $10,000
    VISIT WEBSITE
  • Answering calls since '59!
    For over six decades, Call Management Resources has been a trusted provider of answering services and call center solutions. Get in touch with us today!  [... view the full profile of Call Management Resources]
    Columbus, Ohio
    50 - 99 Inquire Under $1,000
    VISIT WEBSITE
  • IntelligentBee

    To elevate global customer satisfaction by enabling worldwide efficient business scaling.
    IntelligentBee is renowned for delivering cost-effective, high-quality services in Web and Mobile Development, Customer Support, and Business Process Outsourcing (BPO) to clients worldwide. With a  [... view the full profile of IntelligentBee]
    Iași, Romania
    250 - 499 $15/hr $10,000 - $25,000
    VISIT WEBSITE
  • Invensis

    Build Your Business Momentum with End-to-End BPO Services
    Invensis is a leading business process outsourcing firm, providing an extensive range of services including IT, finance and accounting (F&A), revenue cycle management, transactional management  [... view the full profile of Invensis]
    Lewisville, Texas
    1000 & Up Inquire Inquire
    VISIT WEBSITE
  • AmeriCall

    Welcome to AmeriCall, one of the nations leading providers of advanced, outsourced contact center.
    Welcome to AmeriCall, one of the nations leading providers of advanced, outsourced contact center and answering services options since 1938. We specialize in creating powerful, efficient, and  [... view the full profile of AmeriCall]
    Tacoma, Washington
    1000 & Up Inquire Inquire
    VISIT WEBSITE
  • AnswerConnect

    Lending a human touch to your business
    AnswerConnect stands out with its mastery in offering 24/7 live phone answering services. This expertise empowers brands to seamlessly integrate a profoundly "human voice" into their business  [... view the full profile of AnswerConnect]
    Portland, Oregon
    500 - 999 Inquire Under $1,000
    VISIT WEBSITE
  • Dalerio Consulting

    Top Provider of Outsourcing and Customer Support
    Dalerio Consulting is an international Customer Support, Marketing and Business Process Outsourcing company with rapid growth and steady foundation  [... view the full profile of Dalerio Consulting]
    Durres, Albania
    50 - 99 $10/hr $1,000 - $10,000
    VISIT WEBSITE
  • PartnerHero

    Best-in-class outsourced customer support
    PartnerHero stands as the premier choice for companies seeking top-tier outsourced customer support. We are the go-to Business Process Outsourcing (BPO) partner for enterprises that prioritize both  [... view the full profile of PartnerHero]
    Boise, Idaho
    1000 & Up Inquire Inquire
    VISIT WEBSITE
  • Agile, High Performance Voice Contact Services since 1990
    The Telemarketing Company is one of the UK's largest inbound and outbound telemarketing agencies.  [... view the full profile of The Telemarketing Company]
    Brighton, United Kingdom
    100 - 249 $50/hr $1,000 - $10,000
    VISIT WEBSITE
  • Ambs

    24/7 phone answering services for businesses
    Ambs Call Center functions 24/7, delivering steadfast phone answering services and comprehensive call center solutions.  [... view the full profile of Ambs]
    Jackson, Michigan
    100 - 249 Inquire Inquire
    VISIT WEBSITE
  • Agile Pro Solutions

    Possibilities made real
    At Agile Pro Solutions success is our primary drive. Agility, rapid growth, client satisfaction, expertise and continuous improvement, this is what we stand for. We connect the best talent with client  [... view the full profile of Agile Pro Solutions]
    Boca Raton, Florida
    100 - 249 $14/hr Inquire
    VISIT WEBSITE
  • TeleDirect

    We take care of your calls
    TeleDirect stands tall as an acclaimed industry frontrunner, focused on delivering outstanding on-demand call center and phone answering solutions. With a profound grasp of the contact center  [... view the full profile of TeleDirect]
    Sacramento, California
    250 - 499 $100/hr Inquire
    VISIT WEBSITE
  • PATLive

    Reputed phone answering services
    PATLive stands at the forefront, providing top-tier phone answering services characterized by their amiability and distinguished reputation. Our commitment is to furnish each customer with an  [... view the full profile of PATLive]
    Tallahassee, Florida
    100 - 249 Inquire Inquire
    VISIT WEBSITE
  • Scalemill

    We offer technology companies of all sizes dedicated sales, support and success teams. Unlike other 'call centres', we only cater to SaaS products and our expertise lies in B2B prospecting. Our  [... view the full profile of Scalemill]
    Berlin, Germany
    100 - 249 Inquire Inquire
    VISIT WEBSITE
  • At Market Options Center, All is possible!
    Market Options Center is a company specialized in customer service, telemarketing and digital marketing. I It is a high impact company.  [... view the full profile of Market Options Center]
    Abomey Calavi, Benin
    250 - 499 $5/hr Under $1,000
    VISIT WEBSITE
  • Parasol Media

    Online Lead Generation Services
    Parasol Leads is one of the insurance industry's highest quality leads generation services. We are best in providing market-prospecting solutions to a wide range of businesses by collecting and  [... view the full profile of Parasol Media]
    Sparks, Nevada
    Under 49 Inquire Under $1,000
    VISIT WEBSITE
  • TAS United

    Highest Quality, Call Center Services with Superior Customer Support.
    Offering Call Center Services. In today’s fast-paced business environment, a missed call equals a missed customer. Enter TAS United. Our experienced, bilingual agents answer your calls when you  [... view the full profile of TAS United]
    San Antonio, Texas
    Under 49 Inquire Inquire
    VISIT WEBSITE
  • Purple Sales

    At Purple Sales Solutions, we help Technology Companies grow faster in the territory of their choice, either in Canada and the United States or in Europe.  [... view the full profile of Purple Sales]
    Toronto, Canada
    50 - 99 Inquire Inquire
    VISIT WEBSITE
  • Answering Service Care provides trained customer service professionals.
    Answering Service Care (ASC) is a 24/7 live answering service for 3500+ businesses nationwide, serving all industries, including law firms, doctor's offices, insurance agencies, financial advising  [... view the full profile of Answering Service Care ASC]
    Margate, Florida
    Under 49 Inquire Inquire
    VISIT WEBSITE
  • Beyond the Calls, We serve You!
    Total Quality Call Center is a One-stop Shop for all of your business needs. We are known for quality services with highest level of professionalism. Our Team is up for every job, managing different  [... view the full profile of Total Quality Call Center]
    Sioux Falls, South Dakota
    50 - 99 $8/hr Under $1,000
    VISIT WEBSITE
  • Ansafone

    Built on 50 years of contact center experience, Ansafone Contact Centers is one of the leading call centers in the country. Not only do we provide world-class customer experience, we also promote our  [... view the full profile of Ansafone]
    Santa Ana, California
    500 - 999 Inquire Inquire
    VISIT WEBSITE
  • CallZ Telecom

    Your Reliable Telecom and BPO Service Provider!
    A worldwide network of tier-1 Telecom providers and call centers serving USA, Canada, New Zealand, Australia, UK, Europe and GCC with bilingual neutral accent advisors (Arabic, English, Frensh, and  [... view the full profile of CallZ Telecom]
    Springfield Gardens, New York
    50 - 99 $6/hr $1,000 - $10,000
    VISIT WEBSITE
  • The Vanella Group

    Next Level Teleservices for Enterprise Technology and Services Firms
    The Vanella Group, Inc. is an unrivaled powerhouse in the realm of B2B teleservices for enterprise technology sales. Leveraging cutting-edge outbound prospecting methodologies, years of industry  [... view the full profile of The Vanella Group]
    San Jose, California
    Under 49 Inquire $10,000 - $25,000
    VISIT WEBSITE
  • Present at the right place for you!
    XPRON Systems GmbH, headquartered in Neuss, is a comprehensive 24/7 service and IT company. Established in 2005, we have continually broadened our spectrum, encompassing 24/7 customer service, user  [... view the full profile of Xpron Systems GmbH]
    Neuss, Germany
    250 - 499 Inquire Inquire
    VISIT WEBSITE
  • CCSP

    The Call Center Pros
    Call Center Sales Pro (CCSP) offers a comprehensive range of services for businesses in the United States. These services include telephone answering, healthcare call centers, outsourced call centers  [... view the full profile of CCSP]
    Seymour, Tennessee
    100 - 249 Inquire Inquire
    VISIT WEBSITE
  • Simple. Effective. Smart
    Unique designs, ultra customized development, and mobile applications. Our unique combination of skills and talent lets our team knock a variety of projects out of the park. We're a full-service  [... view the full profile of UniSyn Technologies]
    Rantoul, Illinois
    Under 49 $150/hr $1,000 - $10,000
    VISIT WEBSITE
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Inbound Call Center Company Hiring Guide

What is an inbound call center company?

An inbound call center company is a company that specializes in handling incoming phone calls from a business’ customers. It offers an experienced team of agents who can elevate a company’s customer service by efficiently resolving inquiries, addressing concerns, and offering helpful support regarding product and service issues. 

Inbound call centers cater to customer support; not to be confused with outbound call centers which focus more on increasing sales and generating leads. Inbound call center services can be categorized depending on service model and location, namely: 

By service model: 

  • In-house call center: The inbound call center company owns and operates its facility. It has no direct control over its client’s staffing, training, and technology. 
  • Virtual inbound call center: These centers use a remote workforce, with agents in different locations, often working from home or in dedicated co-working spaces. This offers more flexibility and access to a broader talent pool. 
  • Outsourced call center: The company outsources its operations to a third-party provider specializing in inbound call center management. This can be cost-effective but requires careful selection. 
  • Blended call center: Agents handle inbound calls for multiple clients, especially if their accounts have low or inconsistent call volume. 

By location: 

  • Onshore call centers: Located in the same country as the company they serve, offering cultural understanding and easier time zone management but typically at a higher cost. 
  • Offshore call centers: Located in a different country, often with lower labor costs. However, there might be potential language barriers, cultural differences, and time zone challenges. 

The demand for hiring quality customer support increases, as the global call center outsourcing market is predicted to reach $172.77 million in 2030, with inbound call center services taking the majority of it. This need is further emphasized by the limited resources of the dominating contributor of the business sector in the US — small businesses. 

Moreover, customer support is an external representation of a business’ core values. An effective inbound call center company can increase sales and brand trust. One example of this is the case study of BloomNation, a platform for floral companies, who wanted to deploy effective customer support with the help of Peak Support

Peak Support offered experienced agents who will provide tech support for florists. From troubleshooting to editing links and product listings, agents communicated with the client’s engineering team to address and fix flagged issues. Their tasks also included handling customer inquiries while embodying the brand voice to ensure a positive customer experience. 

BloomNation’s partnership with Peak Support contributed to exceptional results, such as: 

  • Client retention rate of 97% 
  • Full resolution time of 11.6 hours 
  • 86% customer satisfaction (CSAT) rate 
  • First reply time of 5.5 hours 
  • Revenue churn of .66% 

What does an inbound call center company do?

An inbound call center company specializes in handling incoming phone calls from customers or clients on behalf of a business organization. They act as the front line for businesses, providing various services including, but not limited to, customer support, account management, sales support, and order processing. The primary functions and activities of an inbound call center company include: 

  • Customer support: Address customer inquiries, troubleshoot problems, and answer questions about products or services. 
  • Technical support: Diagnose technical issues, guide customers through troubleshooting steps, or escalate complex issues to specialists. 
  • Order processing: Agents can take orders over the phone, process payments, and answer questions about products or deliveries. 
  • Sales support: Handle inbound sales inquiries, qualify leads, and potentially close deals over the phone. 
  • Account management: Help customers with account-related issues like managing subscriptions, updating information, or processing returns. 

The case study of Sight Partners, a pioneer in clinical and surgical practice, is one example of a successfully implemented inbound call center service. Due to its growing market, the client reached out to ProtelBPO so it could address the gaps in its fragmented customer lines. The client’s industry is also a challenge, requiring niche knowledge of insurance, revenue, authorizations, and copay practices. 

ProtelBPO knew that the client’s industry needed expert agents who could handle sensitive customer information to maintain brand trust. It provided the client with a dedicated team per service area that could simultaneously respond to different customer inquiries. Guided by experienced managers, agents could cater to the client and its customers’ needs with reduced training time. 

Sight Partners experienced significant growth throughout the partnership, such as: 

  • Achieved an average wait time of 90 seconds 
  • Established an FAQ area to improve efficiency and customer support 
  • Continuous in-depth training to improve agent response to complex customer questions 

How much do inbound call center services cost?

Inbound call center services cost $26 to $30 per hour in the US. However, this price can vary depending on factors such as location, agent expertise, niche, facilities, and certification requirements. 

Inbound call center services are typically priced in two structures

  • Per minute: This is ideal for low volume or inconsistent call flow. Clients pay based on the length of each call, including talk time and after-call wrap-up. In this pay structure, agents are usually a part of blended model where they work for multiple accounts. Costs can range from $0.90 to $1.35 per minute. 
  • Per hour: This model suits businesses with high call volume and requires dedicated agents. Hourly rates typically range from $30 to $40 per hour. 

On the other hand, nearshore and offshore inbound call center services also differ in pricing depending on their location: 

Type of call center Price per hour 
Nearshore  $13 to $23
Offshore$8 to $14 

On DesignRush, the top 50 inbound call center companies charge an average of $36 per hour. Roughly 42% of inbound call center services on DesignRush accept projects with a minimum budget of less than $1,000, while 1% require a $50,000+ minimum budget. 

Why should I hire an inbound call center company?

You should hire an inbound call center company to leverage and boost your support services. These specialists offer expertise in streamlining and elevating your company’s consumer interactions, resulting in happier customers. Moreover, improved customer experience has also increased sales revenues by up to 7% and profitability by 2%, according to McKinsey research

Furthermore, the budget for in-house call center can range from $50,000 to $60,000 per agent, without the additional costs for facilities, training, and management. This shows that hiring an inbound call center agency is more cost-effective than onboarding an in-house team. 

Hiring inbound call center services can benefit your business in many ways, namely: 

  • Expertise and professionalism: Inbound call center agents are typically well-versed in the products or services offered by the company they represent. They can also quickly adapt to the product, service, or account assigned to them. 
  • Faster conflict resolution: Inbound call centers staffed by trained professionals can boast higher first-call resolution rates, by addressing customer issues on the initial contact. According to industry benchmarks, the standard of first-call resolution rates of inbound call center companies is 70% or higher. Hiring an effective company translates to less customer frustration and increased brand trust. 
  • Cost-effectiveness: Setting up and running your own call center can be expensive, especially when you factor in infrastructure, technology, and employee salaries. Inbound call center companies can provide these services at a lower cost since you can control the budget as needed. 
  • Scalability: Inbound call centers can easily scale their operations up or down to meet your needs. This is especially helpful for growing companies experiencing seasonal fluctuations in call volume. 
  • 24/7 support: If you have a global customer base, you may need to offer support around the clock. Inbound call centers can staff agents in different time zones to ensure customers can always reach someone for help. 
  • Streamlining business operations: Hiring an inbound call center service can free up your internal staff to focus on other tasks and ensure that your customers get the help they need in a timely and professional manner. 

One prime example of the efficiencies brought by hiring customer support is the case study of a leading consumer operated and oriented (CO-OP) health plan and insurance company. The client contacted Fusion CX to accommodate the increase in customer inquiries during its open enrollment period. 

Fusion CX addressed the support staffing challenge by assessing the client’s goals. Then, the team crafted a customized solution to manage all call activities generated throughout the enrollment period. To ensure success, Fusion CX provided a project management team with seasoned healthcare executives. This team possessed a deep understanding of the client's business objectives, particularly the importance of delivering exceptional customer service. Fusion CX also built a customer support team who underwent formal training on the client's specific health plans and business processes. 

As a result of the collaboration, the client achieved the following results: 

  • Significantly reduced wait times by directing new member calls to specialized agents, ensuring a smoother experience. 
  • Surpassed target for new memberships, adding over 72,000 new members to its health plan during the open enrollment period. 
  • The dedicated staffing model provided flexibility, improved customer experience management (CXM), and reduced expenses. 

How do I choose the best inbound call center company for my business?

To choose the best inbound call center company for your business, follow these steps: 

  1. Identify your call center needs: The first step to finding the perfect inbound call center partner is understanding your own business needs. Analyze your call volume to determine the level of support required. 
  2. List your needed services: Prepare a list of inbound call center services you need. Identify the types of customer support they will handle, whether it’s technical support, order processing, or general inquiries. 
  3. Define your budget: A defined budget helps you target affordable options with features you need, negotiate better deals, and set realistic expectations for service levels. Consider both initial and ongoing costs to build a sustainable partnership with the inbound call center company you will choose. 
  4. Find potential partners: Leverage online directories like DesignRush to find inbound call center companies. Filter options based on your specific requirements, team size, and budget. 
  5. Know its industry experience: Explore your possible partner’s website to learn about its inbound call center services. Look into its expertise, case studies with similar businesses, pricing models, and customer support. 
  6. Request for client reference and portfolio: Request for a company portfolio and ask for client reference based on their completed projects. Contact their previous clients and gather insights from their experiences and the partnership’s results. 
  7. Consider location: Location plays a crucial role in choosing an inbound call center company. See what time zone they operate in and know about their availability to offer customer support. Labor costs can also vary depending on location. International call centers, particularly in developing countries, may offer lower operational costs compared to Europe and America. 
  8. Look into language proficiency: The agents’ English proficiency is a factor, especially if most of your customers are Americans. However, if you have a global customer base, hiring an inbound call center company in specific regions can offer a deeper understanding of local customs and communication styles. 
  9. Factor-in client testimonials: Get a bigger picture of how the inbound call center company works by reviewing previous clients’ experience on platforms like DesignRush or Google My Business. These platforms offer comprehensive reviews of a company’s inbound call center services. 
  10. Shortlist candidates: Narrow your options for inbound call center companies and reach out to express your interest in working with them. 
  11. Send a request for proposal: Send them a request for proposal (RFP) and ask for a project breakdown, including milestones, scope, schedule, costs, and other desired deliverables. 
  12. Assess the agents’ expertise: Assess the qualifications and experience of the agents and support staff assigned to your account. Check if the agents possess relevant expertise to minimize the need for extensive training on your specific products, services, or industry. 
  13. Ask about security measures: Ensure they hold relevant certifications for data security and quality management. 
  14. Make a choice: Review contracts and select the inbound call center company that best suits your goals, budget, and requirements. 

You can also detail your project requirements and budget and send it to us at DesignRush Marketplace. We will choose the inbound call center agencies we estimate are a good fit based on your requirements and send you the list of our top companies. Then you can interview them and find the ideal candidate for the project.    

How do I find the best inbound call center company on DesignRush that fits my budget?

You can find the best inbound call center company on DesignRush that fits your budget and meets your needs through our search filters. Narrow your options by selecting the project budget filter, and you will see agencies according to their price range.  

If you have a limited budget, agencies like VoiceNation, AnswerConnect, and Call Management Resources accept projects requiring a minimal budget of below $1,000. If you’d prefer to partner with agencies that offer a comprehensive range of inbound call center services and funding is not an issue for you, agencies like ProtelBPO have a solid portfolio and will offer services within a $50,000 budget. For those who would prefer the golden mean, inbound call center companies like Fusion CX and IntelligentBee would be ideal candidates for businesses with a $10,000-$25,000 budget. 

Beyond pricing, agency portfolios on DesignRush will help you assess the overall quality of service, agent expertise, technology infrastructure, and how well the company aligns with your business culture. You can also consider location filters for time zone alignment and industry filters to find companies with experience in your niche. This will help you effectively evaluate and select the best inbound call center company that matches your needs and budget. 

What are the key success metrics used by inbound call center companies?

Inbound call center companies implement key success metrics to measure different aspects of the project, such as customer satisfaction, agent performance, and operational efficiency. The following benchmarks serve as the basis for the project’s success: 

Customer satisfaction: 

  • CSAT (Customer Satisfaction) scores: A direct measure of customer satisfaction after an interaction. Customers are typically asked to rate their experience on a scale. High CSAT scores indicate satisfied customers.  
  • QA (Quality Assurance) scores: Scores assigned by internal evaluators who assess agent call handling based on pre-defined criteria such as following protocols, communication skills, and problem-solving. It also measures agent adherence to best practices. 
  • Net Promoter Score® (NPS®): Measures customer loyalty by asking how likely they are to recommend the company to others on a scale from 0-10. High NPS scores indicate promoters who will advocate for your brand. 
  • Customer effort score (CES): Measures how easy it was for the customer to resolve their issue during the call. Lower CES scores indicate a smoother experience for the customer. 
  • First contact resolution (FCR): The percentage of calls where the customer’s issue is resolved on the first contact, eliminating the need for follow-up calls. A high FCR indicates efficient problem-solving by agents. 

Agent performance: 

  • Average speed of answer (ASA): The average time it takes for a call to be answered by a live agent. Lower ASA translates to shorter wait times and improved customer experience. 
  • Average talk time: The average time an agent spends speaking directly with the customer during a call. 
  • Wrap-up time: The time an agent spends after a call to document the interaction and update any necessary systems. 
  • Missed and declined calls: The number of calls that were either unanswered or actively rejected by an agent. 
  • Total resolution time: The total time it takes to resolve a customer's issue, including hold time, talk time, and any transfers. 
  • Agent utilization rate: Measures the percentage of an agent’s time spent on calls and call-related activities compared to their total work time. 
  • Calls answered per hour: The number of calls an agent answers within an hour. 
  • Average handle time (AHT): Indicates the average time it takes to handle a call from start to finish. While a lower AHT might seem ideal, inbound call center companies should also ensure that customers receive quality solutions or resolutions during their calls. 
  • Call availability: The percentage of time agents are logged in and available to take calls. 
  • Call quality monitoring: Involves reviewing recorded calls to assess agent’s adherence to scripts, communication skills, and ability to resolve issues. This helps identify areas for improvement in agent training and coaching. 

Operational efficiency: 

  • Calls handled: The total number of calls the call center received and handled during a specific period. 
  • Cost per call (CPC): The total cost of handling a call, including agent time, overhead, and technology costs. 
  • Call arrival rate: The rate at which calls are received by the call center. Helps predict staffing needs and identify peak periods. 
  • Peak-hour traffic: The time of day or week with the highest volume of inbound calls. 
  • Average age of query: Average length of time unresolved queries stay open if not resolved on the first attempt. It reflects how long issues wait for resolution. A high average age of query indicates inefficiency in addressing customer problems. 
  • Callback messaging: This refers to the functionality offered by some call centers to notify customers via text message or other digital channels when an agent becomes available to return their call. It helps improve customer experience by eliminating the need to stay on hold. 
  • Repeat call rate: This metric tracks the percentage of calls where a customer contacts the call center again for the same or a related issue within a specific timeframe. High repeat call rates indicate problems with FCR or inadequate issue resolution. 
  • Percentage of calls blocked: This metric calculates the number of inbound callers that receive a busy tone due to the lack of available agents or software limitations. 

What questions should I ask inbound call center companies before hiring one?

Before hiring an inbound call center company, ask these questions to assess if it can accommodate your client’s needs and ensure customer satisfaction: 

Its Relevant Background 

  1. Do your agents have experience in handling the same account as ours? 
  2. How do you train your agents to handle customers? 
  3. What services do you offer beyond call handling? 
  4. What is your average client retention rate? 
  5. Can you provide case studies showcasing client partnerships? 
  6. Do you offer language proficiency testing to ensure agents can effectively communicate with our diverse customer base? 

Its Services and Processes 

  1. What call center software and technology do you use? 
  2. What are your processes for handling customer inquiries, complaints, and escalations? 
  3. How do you track agent performance and satisfaction? 
  4. What features or technologies do you use that would benefit customer interactions? 
  5. Can your platform seamlessly integrate with our system? 
  6. In case of unforeseen emergencies or outages, what is your business continuity plan to ensure minimal disruption to customer service? 
  7. Can you provide a detailed breakdown of your pricing structure, including any additional fees or hidden costs? 

Related to Your Project 

  1. What are your hours of operation? 
  2. Do you offer 24/7 support if needed? 
  3. How do you ensure the security of our customers’ data? 
  4. How will you adapt your services to meet changes in our call volume? 
  5. What data can we expect from your reports and what is the frequency of our meetings? 
  6. What criteria do you use for evaluation? 
  7. Can we access reports through a secure online portal for real-time performance insights? 

What are the best inbound call center companies in the US?

The best inbound call center companies in the US are: 

Agency DesignRush rating Google rating Top clients 
IdeasUnlimited 

5.0

(49 reviews) 

5.0

(11 reviews) 

  • Justin TV (Twitch TV) 
  • Stevens Realty 
  • BabeBox 
  • Sapphire 
Unity Communications 

4.9

(20 reviews) 

5.0

(12 reviews) 

  • Commprise 
  • Blue Cotton Tech 
  • Telecom One 
  • TaylorWorks 
The Digital Edge 

4.9

(10 reviews) 

5.0

(3 reviews) 

  • 3DRose 
  • Stay Branded LLC 
  • Cerulaxis 
  • PatPat 
VoiceNation 

4.9

(9 reviews) 

4.0

(134 reviews) 

  • Critter Control 
  • The Federal Savings Bank 
  • Sterne Kessler 
  • BMW 
Call Management Resources 

4.8

(5 reviews) 

4.6

(11 reviews) 

  • General Mills 
  • Mack Trucks 
  • Storm King 
  • Medpoint Management 

Why People Trust DesignRush

Rated 4.7 on Google and Trustpilot, DesignRush Agency Directory is a reliable resource for finding inbound call center services. We owe this to our executive selection team, which follows a strict screening process when featuring agencies on the platform, assessing key performance indicators, like portfolio, client reviews, and industry reputation.

DesignRush rating logos on Trustpilot and Google

Learn more about DesignRush Agency Ranking Methodology.

Sources

DesignRush sustains a directory of over 30,000 agencies categorized by service category, location, expertise, and reviews. We build our database in two ways:

  • Our dedicated team of agency experts actively searches the web for top-performing companies. We then pull information from their websites, online presence, and client testimonials to verify their status and qualifications prior to listing.
  • The agencies listed get notified of their profiles on the website and they can choose to claim it or not, which suggests their availability for more collaborations.

Agencies can also reach out to DesignRush and must go through the verification process prior to being listed.

About The Author and Expert Reviewer
Zarah Ariola specializes in research and business. Working at IBM and serving at the UN Migration Agency provided her with first-hand information on business processes, HR, and finance subjects. She now uses these insights to produce valuable and actionable B2B content for DesignRush.
Director of Client Relationships
Andrija Savić is an accomplished and highly competent sales professional with record-breaking achievements. His work at BSC Kragujevac, a leading European NGO affiliated with SPARK Netherlands, resulted in a 24% increase in course completion rates. While at Global Media Box, his team contributed 26.5% of the company's monthly sales in just seven months. Since becoming the Director of Client Relationships at DesignRush, the business has gained a 700% revenue increase, a testament to his proven competency and dedication to customer satisfaction.