BPO call centers are centralized facilities that handle thousands of inbound and outbound calls and other business processes every day. With such call centers, organizations and businesses can communicate effectively with prospects, current customers, and partners.
The call center services market generated $140 billion of revenue in 2017 and is projected to grow much larger than that by 2025.
What Do BPO Call Centers Offer?
BPO stands for business process outsourcing. BPO call centers handle key business processes such as lead generation, customer service, technical support, and more. Call center outsourcing means hiring a third party — such as a BPO call center — to handle and complete these business processes. Instead of hiring an in-house team, you can outsource these services and reduce costs spent on employees.
BPO call centers aren’t just for customer service providers. They can manage more business processes and operations to support different departments of an organization. Here are a few key responsibilities a call center BPO handles:
- Customer service and support
- Lead generation and qualification
- New order processing
- Product exchanges and returns
- Billing, payment, and invoicing services
- Technical support
- Special customer requests, and so on.
Call Center Amenities and Technologies
BPO call centers come equipped with advanced tools and technologies to increase productivity and efficiency. This makes them a good alternative to hiring in-house teams and increasing spend on advanced technologies.
Related: Call Center Trends in 2021
Depending on the call center, hardware and software can be shared by full teams or specific individuals. In fact, it is becoming more common for call centers to adopt BYOD policies that let users use their own devices from remote locations. This flexibility increases the global coverage and reach of these call centers.
The largest US call centers make use of administration panels that help employees take calls and prioritize tasks. These call centers will also have various office locations, project management systems, and CRMs. And they will have access to features such as:
- Call recording
- Softphones
- Outbound calling and custom caller IDs
- International phone numbers
- International call forwarding
- Cloud IVR
- Advanced routing options: time-based routing, simultaneous ring, follow the sun support model
- Voicemail to email, and so on.
As a call center grows and expands its services, it will need new technology to carry its weight. These tools and technologies help US call centers reduce wait time, save on business-related costs, and connect global teams.
Furthermore, they also help BPO call centers offer the best customer service to their clients’ customers.
Top 16 US Call Centers
The following is a listing of the top BPO call centers in the United States:
Note: This list is compiled from research and reviews collected by UpCity.com, Clutch.co, and G2.
1. America’s Call Center (ACC)
Commercial Focus: B2B
Services: Professional services for home inspectors: customer service, lead management, market research, selling and upselling, full order processing, etc.
Service Area: International
2. BPO American
Commercial Focus: B2B
Services: Answering services, inbound and outbound call center services, webchat, email, and SMS services
Service Area: International
3. Intersoft BPO
Commercial Focus: B2B
Services: Customer service, management, billing, KPO, digital marketing
Service Area: International
4. MAP Communications
Commercial Focus: B2B
Services: 24/7 telephone services: answering services, virtual receptionist services, customized call center solutions
Service Area: International
5. PROS
Commercial Focus: B2B, B2C
Services: Internet technology and marketing solutions
Service Area: International
6. CIENCE Technologies
Commercial Focus: B2B
Services: People-as-a-Service (PaaS): voice and call center services, SDR services, CRM consulting, outreach, etc
Service Area: International
7. SupportYourApp
Commercial Focus: B2B
Services: 24/7 customer support and service for tech companies
Service Area: International
8. Remote CoWorker
Commercial Focus: B2B
Services: Virtual assistants, customer and technical support, sales and billing, bookkeeping, etc.
Service Area: National
9. SAGE Outsource Solutions
Commercial Focus: B2B, B2C
Services: Customer contact center: customer service, sales, technical support, voice of the customer program (VoC)
Service Area: National
10. Wow 24-7
Commercial Focus: B2B
Services: Customer support outsourcing provider
Service Area: International
11. Telecom Inc
Commercial Focus: B2B, B2C
Services: Omnichannel contact center: inbound and outbound solutions
Service Area: International
12. Unity Communications
Commercial Focus: B2B
Services: BPO services: customer service, virtual assistants, admin support, data entry, order processing, bookkeeping, etc.
Service Area: International
13. Contact One
Commercial Focus: B2B, B2C
Services: Call center support services: virtual receptionists, medical answering services, appointment setting, live chat support, etc.
Service Area: National
14. Callbox
Commercial Focus: B2B
Services: Lead generation, appointment setting, pipeline management, account-based marketing, event marketing, etc.
Service Area: International
15. Leadium
Commercial Focus: B2B
Services: Outbound sales, predictive sales funnel solution, lead generation, etc
Service Area: International
16. XACT
Commercial Focus: B2B, B2C
Services: Answering services, lead generation, telemarketing and telesales, customer support, chat or web support, order processing, etc
Service Area: International
Starting Your Own Call Center
Starting your own BPO call center is quite easy to do. You need to identify what key services you will offer and then create a plan accordingly:
- How many employees will you need?
- How will you train employees?
- Will you hire remote employees in different regions and countries?
- How will you structure your departments?
- Will you need cloud or virtual call center solutions?
- What locations will you cover?
- What technology will you need to offer these services?
- How will you keep up and comply with call center regulations? And so on.
In the end, it matters how internal processes are set up. Keep things running smoothly with the right technology, consistent training, dedicated employees, and satisfied customers. Once you achieve all of these goals, your organization will be on track to becoming a high-volume call center!
To learn more about Global Call Forwarding’s virtual call center software, speak with our representatives today. We can get you set up with the tools and features you need to run your BPO call center from any location. Call us at +1 (561) 908-6171 or chat with us online!
Related: How to Start a Call Center: A Complete Guide
