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The Best Call Center Services

The Best Call Center Services
What to look for when offshoring a call center / Credit: Call center image via Shutterstock

While handling customer calls is of utmost importance to many small businesses, finding the time to answer the phone can be challenging. To ensure all customer calls receive proper and timely responses, many small businesses enlist the help of a call-center service. These services do such things as answer calls from clients, offer customer assistance, make outgoing calls to round up new clients, get customer feedback and conduct surveys.  

Call-center services can serve as small businesses' virtual receptionist, making them appear larger and more professional and polished to consumers.

Because call centers vary widely — ranging from those that provide basic answering services to others with more sophisticated outreach options — it can be difficult to pick the one that makes the most sense for your business. To help businesses find the service that best suits their needs, BusinessNewsDaily's sister site, TopTenREVIEWS, has done research to come up with in-depth reviews of the top 10 call-center services. Here are TopTenREVIEWS' top three recommendations for call-center services.

Editor’s Note: Considering using a call center service for your business? If you’re looking for information to help you choose the one that’s right for you, use the questionnaire below to have our sister site, Buyer Zone, provide you with information from a variety of vendors for free:

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XACT TeleSolutions easily won this year's TopTenREVIEWS Gold Award for its flexibility in adapting to clients' needs, the professionalism of its well-trained employees and the many services it offers clients. The company hires English-speaking representatives who speak the language fluently and possess "neutral" accents that are easily understood by other English speakers. TeleSolutions also has representatives who speak Spanish and French clearly and correctly, and contracts with a third-party vendor that can join the conversation to offer interpretation assistance in 128 other languages. The service works great for small startups that need to outsource receptionist duties for scheduling appointments, processing orders and checking back to see if customers are happy, as well as for midsize companies looking to expand through cold calls and lead generation.

Inbound Calls: XACT TeleSolutions provides call answering and receptionist help, as well as representatives who can process orders, assist customers in making purchaseswith credit cards and make customer satisfaction calls. The service promises to help callers with both ordinary and out-of-the-ordinary questions, and can link with a company's software or applications to answer callers' inquiries.

Outbound Calls: For business owners trying to expand their operations, XACT TeleSolutions can arrange for cold calling and work with businesses on lead-generation efforts that target potential clients. The service can also conduct many different types of surveys and check with customers to get feedback on how much they liked a product or service, and what can be done to enhance the customer experience.

Support: XACT TeleSolutions provides assistance 24/7, 365 days a year. The company gets messages to businesses via email, pager, cellphone, PDA, the Internet or fax.

Costs: To compare costs, visit the full TopTenREVIEWS' best call-center services.

OnBrand24 took home this year's TopTenREVIEWS Silver Award for using highly trained representatives who boast an average of five years of experience working at a call center. The U.S.-based OnBrand24 employs a workforce that includes English-speaking employees with "neutral" accents who can be easily understood by other English speakers, as well as individuals who are fluent in Spanish and French. It also contracts with an outside firm that offers translation services in additional languages, so any caller, no matter what language he or she speaks, will get prompt attention.

Inbound Calls: OnBrand24 can take business calls, act as a receptionist, process orders, handle any credit-card transactions and provide help-desk customer assistance. With this firm, businesses can operate a toll-free number for their company or, for those wanting to be more localized, a local phone number.

Outbound Calls: OnBrand24 can assist businesses by getting customer feedback and conducting surveys. This firm also offers a "customer win-back" program that can revive interest among previous customers who have, for whatever reason, stopped placing orders with a business or buying their goods.

Support: Customers who want to get a question answered or place an order can get phone help from OnBrand24 24 hours a day, every day of the year. In addition, there are live-chat and fax options for consumers who prefer those methods.

Costs: To compare costs, visit the full TopTenREVIEWS' best call-center services.

Go Answer received high marks from TopTenREVIEWS for being able to handle the needs of businesses of all sizes. The service provides virtual receptionist options, knowledgeable customer assistance and the ability to help with lead generation. This contact center offers representatives who speak clear and understandable English, as well as fluent Spanish speakers.

Inbound Calls: Go Answer offers telephone answering, message taking, call routing, order processing and help with e-commerce. The company can also make follow-up calls and assist with disaster recovery. Go Answer lets businesses choose a toll-free number or a local number, which is helpful for those trying to build local market loyalty.

Outbound Calls: Go Answer can conduct surveys and get customer feedback. The firm also can make cold calls and conduct lead generation for businesses trying to grow their client base.

Support: Along with phone handling, Go Answer will provide live chat and communication via email.

Costs: To compare costs, visit the full TopTenREVIEWS' best call-center services.

Editor’s Note: Considering using a call center service for your business? If you’re looking for information to help you choose the one that’s right for you, use the questionnaire below to have our sister site, Buyer Zone, provide you with information from a variety of vendors for free:

buyerzone widget

Originally published on BusinessNewsDaily.

Chad  Brooks
Chad Brooks

Chad Brooks is a Chicago-based freelance writer who has nearly 15 years experience in the media business. A graduate of Indiana University, he spent nearly a decade as a staff reporter for the Daily Herald in suburban Chicago, covering a wide array of topics including, local and state government, crime, the legal system and education. Following his years at the newspaper Chad worked in public relations, helping promote small businesses throughout the U.S. Follow him on Twitter.

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