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Five Star Call Centers Review

Best Call Center Service for Outbound Services

A Business News Daily Review

Product and service reviews are conducted independently by our editorial team, but we sometimes make money when you click on links. Learn more.

After conducting considerable research and analysis of call center services, we recommend Five Star Call Centers as the best call center for outbound services in 2019.

Five Star Call Centers is a call center service that caters to businesses with high call volumes or specialized outbound service requirements. It offers highly personalized services tailored on a client-by-client basis, including comprehensive outbound services and all the key inbound services we expect from call centers. Five Star requires a $3,000 monthly minimum for use of its shared agent environment. It also maintains dedicated agents for more specific needs.

For all our call center service recommendations, visit our Business News Daily best picks page.

Editor's note: If you're looking for information to help you choose the call center that's right for you, fill out the questionnaire below to have our vendor partners contact you about your needs. 

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Five Star offers some of the most comprehensive outbound call center services that we encountered in our review. It can craft specialized campaigns to serve each client's unique goals, whether that's to drum up new business, retain customer loyalty or manage B2B relationships with suppliers.

In addition to its extensive list of outbound services, Five Star offers all the key inbound services we looked for in our review, making it a suitable choice for businesses with large call volumes that need a call center to manage incoming calls in addition to their outbound calling campaigns. It is a highly scalable service that allows its clients to grow along with it, upgrading services and handling larger volumes as needed.

Five Star Call Centers offers pricing on a case-by-case basis depending on your service requirements, call volumes and desired hours of operations. The company offers both shared and dedicated agents, which means it can cater to general needs as well as more specialized needs. Shared agents cost 80 to 90 cents per minute, which is a competitive rate for the call centers in our review.

Companies with more unique needs can choose to partner with a team of dedicated agents. Because of their more advanced nature and assignment to only your business, dedicated agents are more expensive than shared agents and run at a per-hour rate. Five Star's dedicated agents cost an average of $26 per hour, which is about the industry average we encountered during our review. They can handle specific questions, outbound calling campaigns and other communication channels, like email, social media and live web chat.

Five Star Call Centers' setup and training fees vary depending on the scope of service and the need for programming any interfaces and APIs between software platforms. Training costs roughly $20 per hour per agent. Five Star bills for agent work time, meaning any work agents do on your account after a call is disconnected counts toward your minute usage. However, the service bills second to second, meaning calls are never rounded up.

Five Star Call Centers maintains a huge selection of both inbound and outbound services. It is one of the most comprehensive outbound call centers we researched, and it also offers all the major inbound call center services we looked for in our review. Here's a look at the outbound services Five Star Call Centers offers:

  • Lead generation and qualification: Five Star's agents can be dispatched to drum up new leads, as well as determine how likely they are to become customers.
  • Product awareness: If you stock new or popular products, Five Star's agents can reach out to your existing customers and prospective buyers to let them know what's available.
  • Product and service sales: Five Star can serve as an outsourced sales department for your business and engage in targeted telemarketing functions.
  • Market research: Five Star can devise and conduct market research, such as polls and surveys, to help inform your marketing strategy and business operations.
  • Quality assurance: Five Star can engage in outbound quality assurance, testing your processes and soliciting feedback from customers to optimize your services.
  • Membership renewal: Five Star can contact members or subscribers whose contracts are about to run out to ensure their membership doesn't lapse.
  • Payment and appointment reminders: Missed payments and no-show appointments can be costly, so you can use Five Star to remind customers when a payment is almost due or an appointment is upcoming.
  • Customer retention programs: Repeat customers are critical for many businesses. Five Star can conduct customer retention programs to keep your customers satisfied and coming back for more.
  • Crisis management: In the event your business runs into a public relations crisis, Five Star can help you craft a response campaign to control the narrative and keep your brand untarnished.

Five Star Call Centers also meets the needs of companies that require an inbound call center service, although it works primarily with high-volume clients. Small businesses with limited needs should consider a lower-volume inbound service instead. Here are some of the inbound call center services that Five Star offers:

  • Live answering: Five Star agents answer the phones in a friendly and professional way, in accordance with your custom guidelines.
  • Message taking: Agents can capture caller name, contact info, and reason for calling and forward messages to the relevant points of contact at your business via email or text message.
  • Customer service: Five Star can act as your outsourced customer service department, handling all calls from product and service inquiries to customer complaints.
  • Order management: Order management services include assistance placing orders online and processing payments. All agents are PCI Level 1 compliant, so they're permitted to handle credit card information.
  • Help desk: You can employ Five Star to help customers set up or troubleshoot your technical products or software, with Five Star agents serving as an outsourced IT team.

The key drawback we found with Five Star Call Centers is that it requires a monthly minimum of $3,000 for use of its shared agent environment. This is a high minimum among the companies we reviewed that require one (many call center services do not have a minimum). However, for large-volume companies or those in need of detailed outbound calling campaigns, this minimum shouldn't prove cost-prohibitive. We recommend lower-volume companies or those with minimal inbound needs investigate a different service.

It also requires clients to sign a yearlong contract. With outbound campaigns, this requirement shouldn't be particularly onerous, but Five Star is one of the few companies in our review that maintains a 12-month contract. However, its contract includes a 90-day opt-out clause that allows you to cancel with notice for no cancellation fee if the services do not meet your expectations.

Our customer service experience with Five Star Call Centers was among the best of all the calls we made during our review of call center services. The representative we spoke to was not only friendly and informative, but also forthcoming about the fact that Five Star typically handles clients with higher call volumes than our hypothetical business had. He referred us to a call center that would be more suitable for our needs, but continued to explain Five Star's services in detail at our request. He also filled us in on key questions to ask when investigating potential call center partners that wouldn't be immediately obvious to a business looking into the industry for the first time. Those insights would be invaluable to helping a small business owner make a truly informed decision. All things considered, our customer service experience with Five Star Call Centers was excellent.

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

Editor's note: If you're looking for information to help you choose the call center that's right for you, fill out the questionnaire below to have our vendor partners contact you about your needs. 

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Adam C. Uzialko

Adam C. Uzialko, a New Jersey native, graduated from Rutgers University in 2014 with a degree in political science and journalism and media studies. He reviews healthcare information technology, call centers, document management software and employee monitoring software. In addition to his full-time position at Business News Daily and Business.com, Adam freelances for several outlets. An indispensable ally of the feline race, Adam is owned by four lovely cats.