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TeleDirect Review: Best Call Center Service for Small Businesses

TeleDirect Review: Best Call Center Service for Small Businesses
Credit: TeleDirect

After conducting considerable research and analysis of call center services, we recommend TeleDirect as the best overall call center service for small businesses.

Ready to choose a call center service? Here's a breakdown of our complete coverage:

If your small business requires a call center for both outbound and inbound calling services, you'll want to partner with a company that offers an extensive package of features on both sides of the equation. A nimble call center service will be able to shift from one task to another, whether it's answering customer service calls and processing orders, or conducting surveys and lead generation for your business. You'll also want to go with a service you can trust to treat your customers as you would, with respect and commitment.

Business News Daily reviewed a large pool of call center services to determine which service was the best for a small business. We recommend TeleDirect, which received an A rating from the Better Business Bureau, as the best overall call center for small businesses because of its comprehensive array of functions.

Editor's note: If you're looking for information to help you choose the call center that's right for you, use the questionnaire below to have our sister site BuyerZone provide you with information from a variety of vendors for free.

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TeleDirect offers nearly every service you could expect from a call center. TeleDirect's inbound services include reliable customer support, order processing, media support, tech support, reservation services and help desk services. The outbound services are equally robust, including lead generation, customer retention efforts, market research, appointment setting, telemarketing, follow-up calls and survey conducting. A unique feature of TeleDirect's outbound services is cold-calling, which helps to forge new customer relationships and expand your base; most other services do not perform cold-calling in addition to their other outbound functions. This slate of services made TeleDirect one of the most comprehensive call center service we reviewed.

TeleDirect is available 24/7/365, providing a constant destination for your customers' phone calls, regardless of your business hours or time zone. Not only is constant availability a boon for cementing customer relationships, but it also means a representative will always be available on holidays and weekends.

Our customer-service experience with TeleDirect was satisfactory. Agents were knowledgeable and able to answer any questions we had, though our interactions did lack a personal touch or a friendliness that might leave an even better impact on a customer. However, we never had to wait and always obtained the information we needed quickly.

TeleDirect employs any combination of shared, blended or dedicated agents, depending on what your needs are. Having the option to use dedicated agents, which are call center employees specifically assigned to work for your business, can help ensure more accurate and engaging service. Shared agents manage several different accounts with the call center service, meaning they have to pay attention to more than just your business. Blended agents, as the name suggests, are a mix of shared and dedicated agents for your campaign.

Working with a dedicated agent ensures not only that your customers are of particular importance to the agent, but also helps to improve the call center's individual accountability.

TeleDirect's agents can field calls in multiple languages, not just English and Spanish like many other call centers. If your business engages with a clientele that speaks a different language, TeleDirect is likely able to accommodate them. If your customers often speak a foreign language, TeleDirect is a great option for staying in constant communication with them in their native tongue.  

One minor drawback to TeleDirect's service is that there is no live-chat option in the event you require support. Of course, there is a customer-support phone number, and the company also offers an email address. Overall, we found this limitation to be relatively insignificant, especially when compared with the list of services TeleDirect offers.

TeleDirect requires your business to use its services for a minimum of 29 minutes each month in order to continue working together. While you'll need to consider whether your average call volume hits this mark or not, the 29-minute requirement is not very prohibitive compared to some comparable companies' requirements – overall, TeleDirect's call volume minimum represents a minor consideration.

Editor's note: If you're looking for information to help you choose the call center that's right for you, use the questionnaire below to have our sister site BuyerZone provide you with information from a variety of vendors for free.

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All West Call Center boasted the best customer service of the call centers we reviewed. In addition, the All West inbound services are comprehensive, matching TeleDirect's complete offerings. However, where the company fell short was outbound services. While its outbound features are effective and useful, All West does not engage in cold-calling, which cost it the top spot in our reviews. All West also requires a 30-minute call volume minimum per month, which is generally low compared with most call centers, but was still higher than TeleDirect. Still, with customizable plans and reasonable prices, All West Call Center represents an extremely reasonable alternative to TeleDirect.

We chose TeleDirect from a pool of the dozens of call center services we considered. To read our full methodology and for a more comprehensive list of call center services, visit Business News Daily's best picks page.

Adam C. Uzialko
Adam C. Uzialko

Adam received his Bachelor's degree in Political Science and Journalism & Media Studies at Rutgers University. He worked for a local newspaper and freelanced for several publications after graduating college. He can be reached by email, or follow him on Twitter.