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Best Flexible Call Center Service: Xact Telesolutions Review

Xact Telesolutions
Credit: Xact Telesolutions

After conducting considerable research and analysis of call center services, we recommend Xact Telesolutions as the best flexible call center service of 2018.

Xact Telesolutions offers a wide range of call packages that support low and high call volumes alike. The company also maintains both shared agent and dedicated agents, allowing you to determine which is a more economically viable model for your business.

For shared agents, Xact Telesolutions charges 89 cents per minute for 2,500 minutes to 10,000 minutes. Beyond 10,000 minutes and up to 25,000 minutes, the company charges a rate of 85 cents per minute. Shared agents can handle customer support services and order entry tasks, as well as FAQs and other highly scripted aspects of your outsourced call center services. These services include order taking, basic tech support, access to your CRM, billing assistance and appointment scheduling. For more advanced tasks, you'll need a dedicated agent.

Dedicated agents start at $26.95 per agent per hour for a team of 2-10. For a team of 11-25 dedicated agents, Xact charges $25.95 per agent per hour. If you need a team of 26 or more dedicated agents, you'll have to obtain a quote from a company representative. These agents can engage in off-script customer service responses, which involve details about your company that shared agents couldn't handle. They can also engage in outbound services such as quality assurance and market research.

Xact Telesolutions is available 24/7/365. However, third-shift support (from 11 p.m. to 7 a.m. EST) will cost you an additional $1,000 per month.

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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With Xact Telesolutions, you'll never be out of touch with your outsourced call center operations. It generates thorough reports in real time and sends them to you daily for your review. If you'd like to access reports in real time, like the company does, you can purchase a license to its real-time reporting software.

Xact's reports include the number of calls agents have answered on your behalf, the average time it took for them to pick up the phone, the percentage of calls that were abandoned, the number of outbound calls made on your behalf, the average duration of calls, and a breakdown of the types of calls that came in, such as e-commerce orders, customer service inquiries or complaints.

You can choose to receive these reports through email, text or your client portal, giving you a number of ways to review your data. Reports can be received on a daily, weekly or monthly basis.

Call center agents at Xact are accent-neutral English speakers, and it has 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 customers who don't speak English will have somebody available to speak to them.

Xact Telesolutions employs an IVR menu to sort callers, and when we first called, we reached a voicemail box. However, our call was returned promptly, and we had a long discussion in which the representative explained the pricing models, service levels and company policies. All our questions were answered in detail, and we never felt pushed to make a purchasing decision. The representative also asked a fair number of questions about our hypothetical company to gauge how she could better serve us and provided additional information about how Xact runs its business based on our responses. Overall, it was an exceptional customer service experience.

Assistance is available for Xact Telesolutions clients anytime by phone, so you can get help for any issue immediately. The company also provides live chat service every day, but it has limited hours, and the live chat representatives only collect your information to have someone call you. We reached out via live chat several times, and each time, we were referred to a sales representative by phone instead of having our questions answered directly. You can connect with support representatives by email if needed.

An especially attractive feature of 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 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 their treatment by an agent, live monitoring is an indispensable tool to hold the call center accountable. 

Despite the variety of outbound services Xact offers, it 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.

At nearly $2,000 for setup, programming and training, Xact demands some capital investment upfront before launching service. However, it is important to recognize that Xact Telesolutions bills for agent training to ensure that every agent is properly prepared to manage your account at a high level prior to launch. In other words, you get what you pay for.

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.

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, 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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Adam C. Uzialko

Adam C. Uzialko, a New Jersey native, graduated from Rutgers University in 2014 with a degree in Political Science and Journalism & Media Studies. In addition to his full-time position at Business News Daily and Business.com, Adam freelances for a variety of outlets. An indispensable ally of the feline race, Adam is owned by four lovely cats.