Best Call Center Services
No matter what type of business you run, you need to prioritize customer support. That means giving customers the option to contact you through multiple methods—including the phone.
But managing a call center on your own can be a challenge. Running an in-house call center is usually costly and labor-intensive. This is especially true for smaller businesses and startups with fewer resources.
Fortunately, call center services allow you to outsource your customer service phone support in a simple and cost-effective way.
Call center services typically record information from incoming calls, respond to FAQs based on your company script, and take messages for specific people within your organization.
Advanced call centers can offer assistance for marketing campaigns and lead generation. Some services handle other communication methods as well, like email, live chat, and social media outreach.
If you’re in the market for a call center service, you’ve come to the right place. I’ll show you the top options for you to consider and give you more information about choosing the best one for your business.
The 5 Best Call Center Services of 2020
What’s the best call center service on the market today? It depends on what you’re looking for. After extensive research, I’ve identified the five best customer call center services for you to consider.
This guide contains an in-depth review, including the top features, benefits, and other information about these companies below.
Best Call Center Services Reviews
• Inbound & outbound services
TeleDirect works with Fortune 500 companies, startups, and everything in between.
They offer both inbound and outbound call center services for businesses. Teledirect also has specific solutions for reservations and managing leads.
Businesses can use TeleDirect’s inbound call services for things like processing orders, qualifying leads, tech support, and help desk services. Since Teledirect has agents available 24/7/365, it’s a top solution for after-hours support and call overflows.
TeleDirect has experience handling calls from a wide range of businesses. Common industries that trust this call center service include retail, financial services, healthcare, insurance, and tech.
The outbound calling services from Teledirect are exceptional as well.
Your business can use this call center service for things like appointment setting, market research, lead generation, customer retention, event registration, surveys, and callbacks.
Teledirect specializes in registration services. They’ve handled over 1.6 million customer reservations across multiple industries. It’s a fast and efficient way to get people to RSVP. This service is perfect for seminars, events, workshops, and open enrollments.
The call center reps at Teledirect are friendly and professional. They know how to make an excellent first impression for both inbound and outbound calls, regardless of the call reason.
I’d recommend Teledirect for businesses of all sizes. It’s even a top solution smaller businesses that just need assistance with after-hours calls and overflow.
Five Star Call Center
• Based in the United States
Five Star Call Center has everything your business needs to manage customer service calls. They provide call center outsourcing, inbound voice, outbound voice, contact center software, and call center consulting.
This company has 35+ years in the call center outsourcing industry.
Common inbound call center outsourcing services from Five Star Call Center include:
Five Star Call Center also provides outbound calling for both B2C and B2B companies. Here are some of the popular outbound calling services:
As you can see from both of these lists, the services offered by the outsourced professionals at Five Star Call Center are extensive. All of the call center hubs are based in the US. There are five call centers in the midwest located in South Dakota, North Dakota, Kansas, and Oklahoma.
With over three decades in the call center service industry, Five Star Call Center knows it all. They’ve helped businesses across every industry you can imagine.
However, there are certain industries that Five Star Call Center specializes in. That includes retail, hospitality, product support, finance, healthcare, and professional services.
Many call center services on the market today offer inbound and outbound calling. But sometimes, these providers have an edge in one category over another.
Five Star Call Center definitely qualifies as a top outbound call center service.
The outbound services are extensive and results-driven. These agents go above and beyond just reading from a script. They know how to connect with the caller on the other end of the line to accomplish whatever goal you’re trying to achieve.
• Specializes in inbound services
Go Answer specializes in inbound call services for small businesses. They also provide answering services and legal intake services. More than 5,000 businesses throughout North America trust Go Answer for their outsourced contact enter needs.
Go Answer goes beyond using the phone to communicate with your customers. They also handle communication via email, web chat, and SMS.
These are some of the top features and benefits of using Go Answer as your call center service provider:
All of your messages and voicemails are available from the mobile app. You’ll get real-time updates and notifications delivered via push notification, text, or email.
The contact center services from Go Answer are designed for medium to large businesses with a high call volume. They provide customized solutions for a wide range of industries. Thee agents essentially become an extension of your team.
Go Answer supports multi-channel communication and ticketing for customer support inquiries as well.
The answering service is geared toward smaller organizations. It’s a reliable way to make a professional impression on your customers.
Go Answer boasts some of the fastest pickup times in the industry. You’ll also have free access to their mobile app, AlwaysOn. You can try the answering service risk-free for 30 days with a trial.
Some of the most common industries using Go Answer include legal, real estate, publishing, finance, and ecommerce.
Like most call center services, the rates for Go Answer are unavailable online. You’ll need to contact their sales team for a custom quote based on the specific needs of your organization.
• Specialty Answering Service
SAS stands for Specialty Answering Service. As the name clearly implies, the SAS call center’s primary focuses is an answering service.
In addition to the answering services, SAS provides call center outsourcing, dedicated call centers, lead generation services, and virtual receptionists.
SAS has bilingual receptionists and virtual office capabilities for their live operators.
The answering service is very diverse. While it’s obviously geared toward businesses, many people use SAS for personal use. Entrepreneurs, business owners, and busy professionals rely on SAS as a personal receptionist.
SAS has dispatching services with operators that answer calls in three rings or less. They have toll-free numbers, emergency answering services, and support international calls.
Unlike most call center services, SAS has simple and straightforward pricing listed on their website. Here’s a quick overview of those plans and prices:
SAS has a plan for everyone. Whether you need 10 minutes per month or 10,000+ minutes per month, this answering service is perfect for you. As you can see, higher volume businesses get a better discount per minute. But even the low-volume plans are affordable.
While SAS specializes in answering services, they also provide outsourced calling for lead generation, dedicated customer service reps, and other popular call center services.
• 100% US-based
Signius is a call center service that is 100% US-based. They work with small businesses to Fortune 500s and everyone in between.
Your business can benefit from a custom live call center that matches your brand image and fits within your budget. Signius offers call center services as well as answering services.
Some of their popular call center services fall into the following categories:
Signius takes the time to understand your business. They go through this process to become an extension of your existing team. You have the ability to outsource all or just a portion of your call center functions.
Signius is known for its quick pickup times and modern technology. You’ll also have access to online reporting 24/7.
Your client portal gives you the ability to measure the effectiveness of your call center strategy. The platform gives you information related to single calls as well as your historical data at scale.
Common industries that take advantage of the call center services provided by Signius include:
For me, the small business call center and answering services from Signius stand out the most.
As a small business owner, you likely won’t need a full call center of agents on-site handling phone calls 24/7. That’s obviously not an effective use of your resources. But Signius is available 24/7 and can answer calls even when your store is closed.
Signius has call transfer services, customized scripts, and bi-lingual solutions. Even if you don’t get a high volume of calls, this will be an excellent option for you to choose.
How to Choose the Best Call Center Service For Your Business
Now that you’ve had a chance to review the top call center services on the market today, it’s time to choose one for your business. But how do you know which one is the best?
There are certain factors that must be taken into consideration when you’re evaluating a prospective service. This is the methodology that we recommend here at Quick Sprout. Use this process to narrow down your options.
Most call center services do much more than just answer phone calls. They usually offer a wide range of other services for things like market research, lead generation, event registration, and call forwarding.
What does your company need assistance with?
If you’re a small business owner that wants your customers to speak to a live agent instead of an answering machine when they call after hours, you just need an answering service.
But if you’re a larger organization that needs outbound calls for things like lead qualification, sales, payment reminders, or membership renewals, you’ll need a company that offers these extra services.
Availability and Call Center Locations
The best call center services have live agents available 24/7/365. I wouldn’t consider a call center service that doesn’t offer this.
In addition to their availability, you want to make sure that they have enough agents to quickly answer inbound phone calls. So it’s in your best interest to work with larger services with multiple locations and plenty of staff on hand.
If working with a call center that’s based in the US is important to you, there are plenty of great choices for you to consider. You don’t have to outsource your call center overseas if you don’t want to.
Your call center is an extension of your business. While the live agents making and receiving calls don’t work directly for your company, they become the primary point of contact for your customers.
It’s important to find a call center service that has experience working in your industry.
For example, a B2B company that is using an outbound call center service for event registrations and a doctor’s office using an answering service for post-discharge patients will have very different needs.
As consumers, we’ve all experienced phone support where the agent is clearly using a generic script. Those canned responses are applied to every business, regardless of industry or customer need.
It’s frustrating when this happens. You don’t want your customers to have this same experience.
That’s why you need to find a call center service that will take the time to understand your business and its needs. They’ll help you come up with a custom solution to improve the customer experience via phone support.
The pricing structure for most answering services will be completely customized as well. Make sure you understand how you’re being charged before you commit to a contract. In many cases, it’s the most cost-effective to be billed based on usage.
If your business needs an outsourced call center service, these are the top five options for you to consider:
From low-volume answering services to high-volume sales calls and tech support, there’s an option for everyone on this list. No matter what industry you’re in or what type of needs your business has, I’m confident that you can use this guide to find the best call center solution.
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March 31, 2020 at 02:22PM