After conducting considerable research and analysis of call center services, we recommend Xact Telesolutions as the best call center service for small businesses in need of affordable services in 2018.
Why Xact Telesolutions?
Affordable call packages
With Xact Telesolutions, call packages begin at $82.50 for 75 minutes, making them an affordable call center geared towards small businesses. Many other call center services require either more minutes or higher costs, making this company a good choice for businesses that don't expect a high volume of calls. The company also offers larger plans, meaning it can scale up with your business even if you begin on the ground floor.
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 specific 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.
Support for multiple languages
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.
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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 their treatment by an agent, live monitoring is an indispensable tool to hold the call center accountable.
No cold-calling services
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.
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:
- Choosing a Call Center Service: A Buyer's Guide
- Best Call Center Services 2018
- Best Call Center for Small Businesses
- Best Inbound Call Center Service for Small Businesses
- Best Outbound Call Center Service for Small Businesses
- Best Call Center Service for Low-Volume Businesses
- Best Flexible Call Center Service
- Best Call Center for Medical Practices
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.