Call Center Services are essential for small businesses to manage communication with their customers. However, setting up an internal call center can be expensive and labor intensive. This is especially true if the company’s resources are limited.
That’s why it’s a good idea to use a call center service to outsource all your calls. It places great responsibility on your shoulders and allows you to provide exceptional service to your customers or customers. We’ve identified the top six call center services to choose from.
Best Call Center Services in 2022
- Nextiva – Best overall (25% off registration and free calls for a limited time!)
- Go Answer – The Best Inbound Call Center Outsourcing for Small Businesses
- TeleDirect – the best call center service for managing reservations
- Five Star Call Center – The Best Outgoing Call Center Outsourcing
- SAS – The Best Outsourced Call Center Response Service
- Signius – Best Call Center Service for Low Volume Calls
This guide includes an in-depth review including key features, benefits, and other information about the companies below.
Best Call Center Service Reviews
1. Nextiva
One of the downsides of outsourcing a call center entirely is that you don’t know who’s handling the callers. It’s meaningless if you don’t have the means to train your current employees to replace or upgrade underperforming employees with bad feedback from customers.
Nextiva still offers an intermediate solution that offers savings.
Nextiva’s call center software allows you to run it entirely in the cloud. This means you can have a fully decentralized network of independent contractors protecting your call center calls from any location.
Yes, you still have to pay some labor costs, but you don’t have to equip the wings of the building with a complete PBX phone system and the cost involved. Nextiva gives you full control over your call center and the people who call it, while reducing costs.
Nextiva’s call center software runs on the Nextiva One platform. That may sound like a big investment in itself, but it’s not. No need to install new equipment. Being a VoIP solution, Nextiva’s implementation is very easy.
Besides, everything is cheap. Nextiva One starts with an entry-level Essential plan that comes with unlimited voice and video calls, toll-free phone numbers, auto attendants, and mobile and desktop apps.
Pricing scale by number of users. 4 or less means you’re paying $23.95 per user per month. As your team grows, the price per user decreases.
Adding call center functionality increases your monthly cost per user by $50. Get everything you need to set up a long distance call center for a predictable cost of around $70 per user per month. The price does not include queue minutes or sender limits.
Nextiva allows you to work from anywhere (including your own phone), saving money while controlling your call center staff.
2. Go Answer
Go Answer is the best choice when it comes to incoming phone service for small businesses. In addition to handling incoming calls, Go Answer also provides answering services and legal filing services. The company is trusted by more than 5,000 companies across the United States and Canada to provide their contact center outsourcing needs.
Go Answer specializes in using the phone to communicate with customers, but that’s not all they do. We also interact with our customers via email, web chat and SMS.
Here are the key features and benefits of using Go Answer as a call center service provider:
- 24/7 live agent
- incoming order
- Available after business hours
- HIPAA Compliance
- promise
- legal intake
- SMS and Email Notifications
- Mobile app and real-time dashboard
All messages and voicemails from customers are always available through the Go Answer mobile app. The app also allows you to receive real-time updates and notifications via push notifications, text or email.
Go Answer’s contact center service is designed for small and medium-sized businesses with high call volume. We provide customized solutions for a variety of industries. Agents become extensions of the team.
Go Answer also supports multi-channel communication and tickets for customer support questions. We also offer the fastest pickup times in the industry.
You also get free access to our mobile app, AlwaysOn, and a 30-day risk-free response service as a trial version.
The response service is intended for small organizations. This is a reliable way to make a professional impression on your customers. Some of the industries most commonly using Go Answer are law, real estate, publishing, finance, and e-commerce.
As with most call center services, Go Answer’s pricing is not available online. You should contact our sales team for special offers based on your organization’s specific needs.
3. TeleDirect
TeleDirect works with Fortune 500 companies, startups and everything in between.
Provides inbound and outbound call center services for businesses. Teledirect also has dedicated solutions for lead scheduling and management.
Businesses can use TeleDirect’s inbound calling services for things like order processing, qualified leads, technical support, and help desk support. TeleDirect is the best solution for after-hours support and duplicate calls, with 24/7 agents available.
TeleDirect has experience handling calls from a variety of companies. Typical industries that trust these call center services include retail, financial services, healthcare, insurance, and technology.
TeleDirect’s outgoing phone service is also great.
Your business may use these call center services for tasks such as appointment setting, market research, lead generation, customer retention, event registration, surveys and callbacks.
TeleDirect specializes in registration services. The company has processed more than 1.6 million customer orders across a variety of industries. This is a quick and efficient way to get people involved in RSVP. This service is suitable for seminars, events, workshops and public registration.
TeleDirect’s call center representatives are friendly and professional. They know how to make a great first impression on incoming and outgoing calls, no matter why they’re calling.
I recommend TeleDirect for businesses of all sizes. It’s also the best solution for small businesses that need help with after-hours calls and overflows.
4. Five Star Call Center
Five Star Call Center has everything you need to manage customer service calls. They provide call center outsourcing, voice in, voice out, contact center software and call center consulting.
The company has over 35 years of experience in the call center outsourcing industry.
Five Star Call Center’s general inbound call center outsourcing services include:
- scheduling
- Recommendation service
- technical support
- information desk
- Upsell and Cross Sell
- reservation
- order management
- Customer Loyalty Program
- Consumer Information
Five Star Call Center also provides outgoing calls to B2C and B2B companies. Here are some popular outgoing calling services:
- Lead Generation and Lead Validation
- Sell products and services
- Market research, surveys and opinion polls
- quality insurance
- customer retention program
- Crisis management
- Membership renewal
- Email and DM follow up
- Payment Notification
As you can see from both lists, the services provided by outsourcing experts at Five Star Call Center are extensive. All call center hubs are US based. The Midwest has five call centers in South Dakota, North Dakota, Kansas, and Oklahoma.
With over 30 years in the call center service industry, Five Star Call Center knows it all. They have helped businesses in every industry imaginable.
However, there are certain industries that Five Star Call Centers specialize in. This includes retail, hospitality, product support, finance, healthcare and professional services.
Many call center services on the market today offer both incoming and outgoing calls. However, sometimes these providers outperform in one category over another.
Five Star Call Center is definitely the best outbound call center service.
Outbound services are robust and results-oriented. Agents do more than just read from scripts. They know how to connect with callers on the other side of the phone line to achieve what you want them to achieve.
5. SAS
SAS stands for Specialty Answering Service. As the name suggests, the main focus of the SAS Call Center is response services.
In addition to response services, SAS offers call center outsourcing, dedicated call centers, lead generation services, and virtual receptionists.
SAS has virtual office capabilities for bilingual receptionists and direct operators.
Response services vary widely. Obviously for business use, but many people use SAS for personal use. Busy entrepreneurs, business owners and professionals use SAS as their personal guide.
SAS offers delivery services with carriers that answer calls with three or fewer rings. They support toll-free calls, emergency response services, and international calls.
Unlike most call center services, SAS has simple and direct pricing on their website. Here is a brief overview of those plans and pricing.
- Economy — $31 per month + $1.19 per minute
- 100 minutes — $117 per month + $1.09 per additional minute
- 220 minutes — $199 per month + $1.09 per additional minute
- 500 minutes — $490 per month + $0.99 per additional minute
- 1,000 minutes — $925 per month + $0.95 per additional minute
- 2,500 minutes — $2,200 per month + $0.89 per additional minute
- 5,000 minutes — $4,199 per month + $0.85 per additional minute
- 10,000 minutes – $7,749 per month + $0.79 per additional minute
SAS has a plan for everyone. Whether you need 10 minutes a month or more than 10,000 minutes a month, this autoresponder service is perfect for you. As you can see, businesses with high volume get better discounts per minute. However, even a small plan is cheaper.
SAS specializes in response services, but also offers outsourced calls for lead generation, dedicated customer service representatives, and other popular call center services.
6. Signius
Signius is a 100% US based call center service. They work with Fortune 500 companies and everyone in between.
Your business can benefit from a dedicated direct call center that fits your brand image and budget. Signius provides call center services and response services.
Some of the popular call center services fall into the following categories:
- customer service
- immediate response
- hotline
- information desk
- Pickup order
- Disaster Preparedness
Signius takes time to understand your business. They go through this process and become extensions of the existing team. You can outsource some or all of your call center functions.
Signius is known for its fast pickup times and modern technology. You also have access to 24/7 online reporting.
The client portal provides the ability to measure the effectiveness of your call center strategy. The platform provides information related to a single invocation and large amounts of historical data.
Common industries that benefit from the call center services provided by Signius include:
- small business
- contractor
- asset manager
- franchise
- goverment
- law
- utility company
- health
- University
To me, Signius’ small business call center and response service stand out the most.
As a small business owner, you may not need a full call center from an on-site agency that handles 24/7 phone calls. It’s definitely not an effective use of your resources. However, Signius is available 24 hours a day, 7 days a week, and you can answer calls even if the store is closed.
Signius provides call transfer services, custom scripts and bilingual solutions. Even if you don’t get a lot of calls, it’s a great option to choose from.
How to choose the best call center service for your business
Reviewing the best call center services on the market today is a good start. But how do you choose the right one for your business?
There are certain factors to consider when evaluating future services. This is the methodology recommended and used by Quick Sprout.
Use these criteria to narrow your choices.
Various services
Most call center services do more than answer calls. They typically provide market research, lead generation, event registration, and a variety of other services such as call forwarding.
What kind of help does your company need?
If you’re a small business owner who wants to speak directly to an agent instead of an answering machine when customers call you after hours, answering services are the only solution for you.
However, for large organizations that require outgoing calls such as lead entitlement, sales, payment notifications, or membership renewals, you need a company that offers this extra feature.
Call center availability and location
The best call center services have 24/7 live agents. I wouldn’t consider a call center service that doesn’t offer this.
In addition to consistent availability, it is important to have enough agents to respond quickly to incoming calls. Consider working only in larger services with multiple locations and multiple employees.
If a US-based call center is important to you, there are many great options to consider. There is no need to outsource your call center offshore if you don’t want to.
Industry
A call center is an extension of your business. Direct agents who make and receive calls don’t work directly for your company, but are the face of your business when customers call you.
It is important to find a call center service with experience working in the industry.
For example, a B2B company that uses outbound call center services for event registration and a clinic that uses response services for patients after discharge will have very different needs.
Custom solution
As consumers, we’ve all experienced phone support with agents using generic scripts. These recorded responses apply to any business, regardless of industry or customer needs.
It’s frustrating when this happens. You don’t want your customers to have the same experience.
That’s why you need to look for call center services that take the time to understand your business and needs. Our phone support will help you find a tailored solution to improve your customer experience.
For additional personalization for customers, some call centers offer dedicated agent services. This means we have multiple agents who are professionally trained to answer questions related to your business.
If you need to provide something like technical support for your customers, you can hire a call center that specializes in supporting these customer inquiries.
Some call centers may also offer special overflow features. When all of your salespeople are on the phone, a custom call center service can pick up a lot of calls as needed.
The pricing structure for most response services is also fully customizable. Before you sign a contract, understand how you will be billed. In most cases, usage-based billing is the most cost-effective.
Best Call Center Services Overview
Traditional call center services support a variety of tasks, such as recording incoming calls, receiving messages for team members, and answering customer inquiries based on company scripts. Many companies prefer to use this service to increase lead generation and lead marketing campaigns.
Nextiva is an excellent call center solution, but you can always opt for the other solid solutions reviewed above. Ultimately, it all depends on your specific needs, budget and location.