If you are in the market for inbound call center services, it’s crucial that you find a provider that understands your brand, product, and voice so that call center agents can provide the best customer experience.
It’s no secret that great customer experiences help retain customers, which ultimately helps boost a business’s bottom line. In fact, 95% of consumers cite that their brand loyalty is based on a brand’s customer service. (Source: cusotmerthink.com).
Below we cover the 7 best inbound call center services to help businesses with anything from seasonal customer support to highly technical product support.
Outsourcing all or a portion of your call center operations can allow your business to focus on other important areas like building products and scaling demand.
7 Best Inbound Call Center Services of 2023:
- Influx – Best for seasonal demand and e-commerce
- Go Answer – Best for small-medium sized businesses
- Five9 – Best Intelligent Virtual Assistants (IVA) and contact center
- Support Your App – Best for product and tech support
- Signius – Best for answering services
- Fair Trade Outsourcing – Best for helpdesk support
- Helpware – Best business process outsourcing
What are the Best Call Center Services?
Here are my recommendations for the best inbound call center services by use case of 2022:
1. Influx
Best for seasonal demand
Influx has worked with notable brands across industries, helping them quickly scale their support services. Influx provides a complete support ops team that’s available on-demand and 24/7 to help with various inbound call center services.
Their trained team can help with customer issues, questions, complaints, refunds, onboarding, pre-sales, and much more. In addition, they offer omnichannel support so their agents can assist your customers quickly across voice, chat, email, and social media.
The appealing thing about influx is they can help support seasonal demand and ticket bursts. So as your volume starts to scale, they can quickly deploy agents. They can scale up to 60+ experienced agents within one month. For example, Sendle maintained a 1 hour response time during 3x support peaks (source: influx.com).
Influx’s solutions cover ecommerce, startup, SaaS, WordPress, technical, and mobile application customer support.
Services:
- 24/7 Customer services support
- Support for ticket bursts and seasonal coverage
- Omnichannel support
- 3-level management with autonomous improvements
- After-hours coverage
- 24/7 support insights
- No commitments
- Launch in one week
Price:
Influx’s pricing model is pretty straightforward compared to many other inbound call center services. They offer pay-as-you-go pricing plans that include training and management. There are no setup fees. In addition, they have plans to support businesses that need a little coverage to large companies that need a lot of coverage.
Contact their sales team to see which model is best for your needs. All plans are month-to-month, and there are no commitments.
- Pay per agent
- Pay per response
- Pay per conversation
Reviews:
- Glassdoor 3.7 stars (employee reviews)
- 4 of their clients were on the Inc. 5000 list
2. Go Answer
Best for small-medium sized businesses
Go Answer is a multichannel contact center that offers 24/7, 365 bilingual inbound services for small to large businesses. They offer answering services, contact center services, and legal intake services.
They handle any type of communication across any channel (webchat, video, calls, etc.). They support multiple industries like contractors, hospitality, attornies, franchises, medical, and much more.
Avoid missed opportunities and never send a lead or customer to a voicemail with their answering services. Their live agents can handle calls specifically tailored to your business, creating an exceptional customer service experience.
More than 85% of people won’t call back if their call is missed (Source: aircall.com), which can substantially negatively impact your business’s revenue. Use an outsourced inbound call center like Go Answer to win more clients and support existing clients.
Features:
- Answering service
- Contact center services
- Legal intake services
- Live agents 24/7 (bilingual)
- After hours
- Order entry
- Appointment setting
- HIPPA Trained
- Legal Intake
- SMS and Email alerts
- Real-time dashboard and app
Price:
Go Answer offers a 30-day risk-free trial (No credit card required) for their answering services. Like most call center solutions, they have a few tiered plans that have a base month-to-month price structure. There is a $75 setup fee for all plans, and there is no long-term contract.
Pricing for call answering services:
- 30-day risk-free trial (no credit card required)
- Pay as you go – $50/month. $1.75 for each additional minute
- 100 minutes – $110/month. $1.10 for each additional minute
- 250 minutes – $250/month. $1 for each additional minute
- 500 minutes – $475/month. $0.95 for each additional minute
- 1,000 minutes – $900/month. $0.95 for each additional minute
- 2,500 minutes – $2200/month. $0.90 for each additional minute
Reviews:
- Trustpilot 4.5 stars
- Glassdoor 4.5 stars (employee reviews)
- Accredited BBB w/ A+ rating
3. Five9
Best Intelligent Virtual Assistants (IVA) and contact center
Not all businesses want to outsource their call center operations. Maintaining 100% ownership of your call center allows you to keep a very close eye on performance and customer experiences.
That’s where Five9’s call center software and solutions come in. Five9 is a leader in cloud contact center software and has been in business since 2001. They serve over 2,000+ customers globally and 7 billion+ customer interactions annually.
With a cloud contact center, businesses can enable a 100% remote agent or hybrid workforces that are more functional and scalable compared to legacy on-premise call center operations.
Having great live agents is super important to the customer experience, and in 2022, allowing remote work creates a better work-life balance and can reduce agent churn. Thus, allowing your customers to have the best human experience across any part of their customer journey.
Their award-winning Intelligent Virtual Agent (IVA) and AI, can help automate lower priority incoming calls so your inbound call center agents can focus on the high-priority customer calls.
Features:
- Powerful workforce management tools
- Quality assurance
- AI, automation, and omnichannel communication
- Intelligent Virtual Agents (IVA)
- Call recordings
- Analytics, real-time dashboards, reporting
- Agent scripting
- Post-call surveys
- CRM integrations
- Appointment scheduling
Price:
Five9 offers 4 flexible core bundles that include different functionality and features. Since every business has unique needs, you need to contact their sales representative to get a quote.
Reviews:
- Capterra 4.2 stars
- G2 3.9 stars
4. Support Your App
Best for product and tech support
Support Your App has served SaaS and Tech companies with outsourced customer support for over a decade. To ensure the highest data security and quality, they have multiple security standards and certificates like PCI, ISO 27001, and GDPR.
Support your app will study the intricacies of your software or hardware and your company culture to provide the best customer care. This allows them to offer exceptional tier 1-2 customer support.
Their onboarding process is simple and can have you launched in just one month.
Features:
- 24/7 support multi-lingual support (42 languages)
- Support engineers
- Omnichannel support
- Answering services
- Email services
- Appointment scheduling
- Help desk
- Live Chat
- CRM integration and inhouse software
- Tier 1-2 pre-sale and customer support
- Quality assurance
Price:
Like many call center services, you need to request a quote to get pricing. They have 3 tiers from backup team to full team dedication that offer varying levels of support and coverage.
Reviews:
- Clutch.co 4.3 stars
- G2 4.5 stars
- Glassdoor 4.7 stars (employee reviews)
5. Signius
Best for answerings services
Signius is a 100% US-based call center solution providing support to small businesses to fortune 500 company size businesses since 1994. They are headquartered in Illinois and have 12 locations across the US.
When a customer calls a customer service line, they want to speak to a live agent. With Signius, you get high-quality, trained live agents that are empathetic and enthusiastic about supporting your customers’ needs. Their live answering services are available 24/7, 365 days a year and they offer bilingual support.
Signius provides support across just about any industry and company size. They serve small businesses, healthcare organizations, attorneys, contractors, franchises, fortune 500 corporations, government agencies, universities, and more.
Signius has plenty of answering service integration capabilities that include, but are not limited to: Google Calendar, Calendly, Setmore, and Appfolio.
Services:
- 24/7, 365 day live answering service
- Bilingual support
- After hours/overflow
- Virtual receptionist
- Medical answering services (HIPPA Compliant)
- Customer care
- Direct response
- Disaster backup
- Help desk
- Secure online account access
- Technology solutions (client portal, IVR, secure messaging, voicemail)
Price:
Signius pricing will fluctuate depending on your business’s needs. They have 3 service pricing tiers, and you can connect with their sales team for a free consultation to customize a service plan that fits your business’s unique needs.
- Starter – $42/month. $1.22 per additional minute. 0 minutes included.
- Pro – $158/month. $1.15 per additional minute. 125 minutes included.
- Premier – $263/month. $1.13 per additional minute. 225 minutes included.
- 100% customized plan – Connect with their sales team to create a custom pricing plan
- Month-to-month agreements (no long term contracts)
Reviews:
- They have 3.5 stars on indeed from their live agents
6. Fair Trade Outsourcing
Best for helpdesk support
Fair Trade Outsourcing offers inbound call center services through their global network of call centers. Their help desk services include receiving and processing customer tickets and providing support to help users who need configuration/personalization assistance with a product.
Fair Trade Outsourcing has some excellent call center stats compared to industry averages. For example, their monthly attrition was only 1.9% compared to 10-12% industry average.
Why is this important? If you are outsourcing your inbound calls, you want to make sure high-quality call center agents serve your customers. Lower attrition typically indicates a better, more high-quality workforce.
In addition to inbound call center services, Fairtrade offers back-office support, data entry, and acquisition, IT support, and QA and engineering support.
Their agents go through different assessments, and you can work with their team to find what proficiencies in English and other competencies are right for your needs. For example, they have agents available with beginner to senior level English proficiency levels. This helps you balance cost and quality for your outsourcing engagement.
Services:
- Inbound customer support
- Secure, compliant facilities
- Guaranteed data protection
- Managed scalable teams
Price:
FairTrade’s low attrition rate compared to the industry standard makes them a great choice for high-quality outsourced customer care. To get a price for their services, you’ll need to request a quote on their website.
Reviews:
- Glassdoor 3.2 stars (employee reviews)
7. Helpware
Best business process outsourcing
In addition to inbound call center services, Helpware offers multiple other business process outsourcing (BPO) services. Their core services include customer experience and support, content control and verification, AI operations, back-office support, micro tasking, and much more.
Helpware services various industries including ecommerce and retail, SaaS, HealthCare, FinTech, Social media, Gaming, on-deman food, personal, and transportation, and the public sector. They have provided solutions for notable brands like Doordash, Headspace, Amazon, Microsoft, Cisco, and many more.
Services:
- Digital customer experience (Call center, answering service, chat, technical and email support, etc.)
- Content control and verification
- AI operations
- Back-office support (data entry, account setup, annotation, content moderation, etc.)
- Micro tasking
- Fully integrated API
Price:
Since Helpware offers multiple services and each client has different needs, you’ll need to book a meeting with their sales team to get a quote for their services.
Reviews:
- Clutch 4.8 star reviews
- G2 5 stars
- Glassdoor 4.9 stars (employee reviews)
Other noteworthy inbound call center options:
- GCS – Noteworthy for seasonal demand support
Wrapping things up:
In this article, we reviewed the 7 best inbound call center services by use case. Your business needs and customer support volume will depend on what you need from an inbound call center service provider. As you research providers, consider the employee ratings of each provider. A good indicator of how great their support will be can be somewhat inferred by live agent reviews. If you decide to keep your call center in-house, consider leveraging a cloud-based contact center solution to give you more flexibility in your setup.
Call Center FAQs:
What is an inbound call center service?
An inbound call center service is where live agents answer calls and provide customer support on behalf of a business.
What services can a call center offer?
Call centers can offer many different types of customer support, such as answering calls, setting appointments, troubleshooting technical issues, resolving customer issues and complaints, onboarding new customers, pre-sales, refunding items, and much more.
What’s the difference between inbound and outbound call center services?
The difference between an inbound and outbound call center is that agents are answering calls from customers or prospects in an inbound call center. In an outbound call center, agents make calls to reach customers or prospects.
