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Xact Telesolutions Review: Best Low-Volume Call Center Service

Xact Telesolutions Review: Best Low-Volume Call Center Service
Credit: Xact Telesolutions

After conducting considerable research and analysis of call center services, we recommend Xact Telesolutions as the best call center service for small businesses with low call volumes.

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

Call center services can be a useful tool for entrepreneurs; they spare small business owners and their employees from having to field calls and process orders, freeing them up to work on more pressing tasks. For small businesses looking for a call center that will answer the occasional call and perform crucial services without imposing minimum call number or minimum invoice requirements, we recommend Xact Telesolutions.

Editor's note: Trying to find the call center service that's right for you? Fill in the questionnaire below, and you will be contacted by our partner vendors with the right system for your business.

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The key for a low-call-volume business is to find a call center with no monthly minimums or invoice requirements. With Xact Telesolutions, you'll pay only for the services you use. Many other call center services require either a minimum number of calls or minutes on the phone, while others charge you a base fee regardless of how much of their service you use. Small businesses that don't regularly meet these minimums or don't require the base level of services would be better off going with a no-minimum service like Xact.

Xact Telesolutions, like all of the call center services we recommended in our reviews, is a customizable service, so it includes only the functions your business requires. The rate you pay will vary depending on which services you choose, so you'll need to speak with a representative to obtain a quote for your individualized plan.

Inbound services to choose from include appointment management, customer service, order processing, credit card processing, technical support, loyalty programs and follow-up scheduling.

Outbound services offered by Xact Telesolutions include lead generation, appointment reminders, collection reminders, online and print marketing campaigns, customer feedback, and surveys.

Xact Telesolutions also maintains a disaster recovery center, which will ensure your business remains operational during natural or man-made disasters.

Call center agents at Xact are accent-neutral English speakers, and they have employees fluent in Spanish as well. For other languages, Xact partners with a third-party translation service that supports more than 100 languages, ensuring that any of your non-English-speaking customers will have somebody available to accommodate them.

Xact Telesolutions utilizes an automated system to queue callers, but our call was answered immediately. The agents were friendly, enthusiastic and knowledgeable. We were pleased that our questions were answered by one customer service representative instead of having our call passed to multiple representatives.

An especially attractive feature offered by Xact Telesolutions is live monitoring, which you can use to listen in on customer service calls in real time. In addition to the online reports the center generates for your review, it's easy to use the Supervisory Tool provided by the company to make sure agents are living up to your expectations when speaking with your customers. Whether you're just curious or a customer filed a complaint regarding his or her treatment by an agent, live monitoring is an indispensable tool to hold the call center accountable and ensure you're receiving the quality service your business deserves. 

Despite the variety of outbound services offered by Xact, the company does not engage in cold calling. While this isn't a major drawback, call centers that provide cold-calling services can help forge new relationships and expand your client base. Cold-calling services are relatively difficult to find in a call center service. If you require a call center service that offers cold calling, see our review of TeleDirect, our pick for the best overall call center service for small businesses.

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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Specialty Answering Service, which was also our pick for the best answering service for a medical practice, offers a low-cost option, though there is a $29-per-month base charge. However, this is still a solid choice for a low-volume business. Specialty Answering Service is highly customizable and very secure, adhering to HIPAA regulations established for privacy protection within the health care industry. Specialty's inbound services are comprehensive and effective, but the company's drawbacks include limited outbound services — they don't engage in lead generation or cold calling at all — and agents who speak only English or Spanish. Despite these drawbacks, Specialty remains an excellent solution for low-volume businesses, particularly those that place a premium on secure communications.

We chose Xact Telesolutions 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.