Top Inbound Call Center Services
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UndisclosedUndisclosed10,000+Sacramento, CA
Services provided
ModSquad provides customer service by handling consumer inquiries through calls and emails for various businesses. Reviews highlight their timely deliveries, high customer satisfaction, and agility in scaling resources. Overall, ModSquad is noted for its good value, cultural fit, and impressive project management, though there were minor communication issues related to compliance.
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UndisclosedUndisclosed10 - 49Delray Beach, FL
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See all 1 projectsGlobal Call Forwarding offers auto-attendant phone systems and voicemail forwarding services, with an emphasis on live human support. Reviews highlight the company's excellent customer service, responsiveness, and ease of implementation, making them a reliable choice for managing call flows and enhancing customer support after hours.
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$1,000+< $25 / hr10 - 49Chennai, India
Services provided
See all 7 projectsBewage Technologies is a customer support outsourcing company, providing end-to-end service solutions, including live chat, phone, and email support. Reviews highlight their exceptional responsiveness and value for cost, with 100% of reviewers praising their project management and commitment to customer satisfaction. Many note significant improvements in customer metrics, such as a 25% increase in conversion rates.
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UndisclosedUndisclosed50 - 249Birmingham, England
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See all 1 projectsLuminaVest is a comprehensive service provider specializing in real estate support, including lead generation, tech setup, and deal management. Reviews highlight their exceptional organizational skills and effective pipeline management, resulting in a five-star experience. With 100% positive feedback, clients report receiving 3–5 qualified leads daily and successful conversion rates of 10–15%.
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$1,000+< $25 / hr2 - 9
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See all 1 projectsProoffice Assist is an administrative services company specializing in streamlining day-to-day operations for businesses. The reviews highlight their exceptional administrative staff and responsive management, with 100% of feedback indicating significant improvements in clients' processes and excellent communication. All reviewers express satisfaction, with no negative feedback reported.
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UndisclosedUndisclosed50 - 249Boston, MA
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See all 1 projectsCogito Corp is a quality assurance company specializing in regression testing for complex platforms. Reviews indicate that 100% of feedback highlights their competence in improving product quality and finding bugs before releases. Clients appreciate their cost-effectiveness, though some suggest enhanced initial training on tools like Jira and Slack could improve efficiency.
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$1,000+< $25 / hr10 - 49
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See all 4 projectsRexcall Solutions LLC is a lead generation company specializing in real estate and property management sectors, offering services such as identifying and engaging potential leads through outreach efforts. Reviews indicate a 100% positive feedback rate, with clients consistently praising the company's culture and value for cost. They are noted for delivering results on time and maintaining clear communication.
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$1,000+< $25 / hr10 - 49Cape Town, South Africa
Services provided
The Weaver Group is a strategic consulting firm specializing in risk management and protective services. According to client feedback, 93% of personnel contacted were successfully recruited, highlighting their effective project management and communication. Clients appreciate their value for cost, alignment with company values, and proactive research in targeting decision-makers.
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$10,000+< $25 / hr50 - 249Lahore, Pakistan
Services provided
TeloSolution, a call center, is based in Lahore, Pakistan and Lahore, Pakistan. Launched in 2017, the team focuses on Call Center Services and Back Office Outsourcing.
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$1,000+< $25 / hr10 - 49
Services provided
See all 5 projectsBPO VA - Out of Business was a back office service provider specializing in improving efficiency and reducing costs for businesses through call center management and data handling. Reviews indicate a high level of satisfaction, with 80% of reviewers highlighting their efficiency and quality services. However, some suggested improvements in communication and network information.
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UndisclosedUndisclosed50 - 249
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See all 1 projectsShandong Zhishun Network Technology Co., Ltd. is a prominent Internet enterprise providing comprehensive services in online marketing, social e-commerce, new retail, and digital transformation. Their clientele praises their professional technology and efficient communication, with 100% of reviewers highlighting smooth project management and high efficiency, while no areas for improvement were noted.
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Undisclosed< $25 / hr2 - 9Redding, CA
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See all 1 projectsVirtual Legacy Partner specializes in virtual assistant services, particularly excelling in aiding acquisition tasks for consulting firms. Reviews highlight their exceptional communication and cultural fit, with 100% of feedback emphasizing timely delivery and impressive service. Clients report exceeding expectations, notably in discovering valuable acquisition opportunities.
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$1,000+< $25 / hr50 - 249
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See all 1 projectsUpsist Inc. is a comprehensive digital marketing and IT development solutions provider, known for its exceptional project management and proactive approach. With 100% positive feedback, clients praise Upsist for their transformative impact, including a notable 300% revenue growth. Their commitment to ethics and strategic partnership sets them apart as a trusted and indispensable team member.
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$1,000+< $25 / hr10 - 49
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See all 1 projectsonebox is a professional answering service provider offering call answering and transcription services. Overall feedback indicates a positive experience, with clients appreciating the ease of use and implementation. While specific success measures were not detailed, the partnership has been maintained for over five years, suggesting satisfaction with the service.
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$1,000+< $25 / hr2 - 9
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See all 2 projectsWorldwide Call Centers is a reliable provider of inbound call and appointment scheduling services. Clients emphasize the company's strong performance, responsiveness, and improved communication, with 100% positive feedback and no suggested areas for improvement. Many reviewers note significant cost savings, with annual expenditures ranging from $50,000 to $199,999.
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$1,000+Undisclosed10 - 49São Paulo, Brazil
Services provided
See all 1 projectsLabora is a business process outsourcing company specializing in connecting influencers with travelers. The reviews highlight their effective project management, with timely deliverables and excellent response times. While clients appreciate their dedication, some suggest incorporating AI more effectively. Overall feedback is predominantly positive, underscoring their strong cultural fit and commitment to client projects.
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$1,000+< $25 / hr10 - 49Houston, TX
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See all 4 projectsBiznatron is a lead generation company specializing in LinkedIn outreach and business development. Reviews indicate exceptional project management and a results-driven approach, with 98% of reviewers praising their ability to deliver high-quality leads and increase engagement. Clients commend their proactive communication and strategic adaptability, although initial ramp-up time could be slightly improved.
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$1,000+$25 - $49 / hr50 - 249Pensacola, FL
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See all 3 projectsRubbics is a digital marketing company specializing in social media management. Reviews highlight their professionalism in communication and delivery, with 100% of feedback noting timely and satisfactory project execution. Their competitive pricing is also a recurring theme among clients, making them a favorable choice for budget-conscious businesses.
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$1,000+< $25 / hr10 - 49Bengaluru, India
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See all 2 projectsCerebra LPO is a legal process outsourcing company, providing efficient and reliable back-office services focused on legal document processing. The reviews reveal a strong satisfaction rate, with clients consistently praising the company's quality, speed, and affordability. Approximately 100% of reviewers highlight their excellent service, noting substantial time and cost savings, while no significant areas for improvement are mentioned.
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$1,000+< $25 / hr2 - 9Barranquilla, Colombia
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See all 1 projectsDeducto is a sales consulting company known for its adeptness in virtual selling environments. The company has received highly positive feedback, with 100% of reviewers highlighting its effective communication and persistent sales efforts. Deducto notably helped a client achieve over $2,000,000 in sales, demonstrating their competence and commitment to delivering results.
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$10,000+Undisclosed2 - 9Sofia, Bulgaria
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See all 2 projectsPowerSellers is a dynamic marketing and procurement service provider, excelling in renewable energy certificate acquisition and lead generation. Consistently praised for their flexibility and proactive communication, 100% of reviews highlight their budget-friendly pricing and strong project management skills, with one client noting a 72% annual increase in lead generation.
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$1,000+< $25 / hr50 - 249Overland Park, KS
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See all 2 projectsHey Lieu is a staffing agency specializing in providing virtual assistant services tailored to the specific needs of businesses. Their clientele praises their efficiency and professional approach, with 100% positive feedback highlighting their strong alignment with company values and quick, effective candidate placements. Notably, there were no suggestions for improvements, indicating high client satisfaction.
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UndisclosedUndisclosed10 - 49Las Vegas, NV
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See all 1 projectsOpensend is a company specializing in email acquisition services for e-commerce brands. The majority of reviews highlight their remarkable value, with at least 6x ROI reported by clients, and a 100% retention rate across projects. Their responsiveness and ability to deliver positive results quickly are consistently praised, though some express interest in expanded services such as postal acquisition campaigns.
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$1,000+< $25 / hr10,000+New York, NY
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See all 4 projectsEXL Service is a back-office service provider specializing in billing, accounting, legal entry, and medical billing services. Feedback from clients is predominantly positive, with approximately 75% of reviewers highlighting their ability to streamline operations and meet client expectations. However, some suggestions include enhancing their training modules and cost management. Clients report significant time and cost savings, indicating the firm's efficiency and reliability.
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$1,000+< $25 / hr250 - 999Irvine, CA
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See all 1 projectsKareo is a company offering back-office services, particularly in managing employee benefits like 401(k) plans. Feedback from reviewers is predominantly positive, highlighting their quick response times and effective service, with 100% of reviewers mentioning satisfaction with time-saving benefits. Suggested areas of improvement include enhancing their perspective.
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$1,000+< $25 / hr50 - 249Diamond Bar, CA
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See all 4 projectsBillingParadise is a company specializing in back-office services, including medical billing and computing services. The overall feedback is highly positive, with clients praising their efficiency, cost-saving capabilities, and excellent client service. Over 75% of reviewers highlight their ability to save time and money, and most appreciate their quick turnaround time. Improvement suggestions are minimal, indicating a high level of client satisfaction.
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$1,000+< $25 / hr10 - 49
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See all 1 projectsNavigant PACE is a back-office service provider known for delivering stable and optimal services that enhance service optimization and resource management. Client feedback indicates a 100% positive experience, highlighting the company's role in contributing to their growth and providing excellent value for services rendered.
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$1,000+< $25 / hr10 - 49
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See all 1 projectsStatco is a back office services company, highly regarded for providing impeccable customer service and significant time and cost savings to clients. Nearly 100% of reviewers praise their ability to offer security and peace of mind, with client savings ranging from $1,000 to $3,000 monthly, underscoring their effectiveness and customer satisfaction.
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$50,000+Undisclosed1,000 - 9,999San Diego, CA
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Redial BPO Call Center is a call center located in San Diego, California and Tijuana, Mexico. Their services include Call Center Services and Customer Service Outsourcing.
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$1,000+< $25 / hr50 - 249Sacramento, CA
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See all 3 projectsSoftfile specializes in inbound and back office services, with a strong focus on customer service and efficiency. The company receives predominantly positive feedback, with over 90% of the reviews praising their cost-effectiveness and service quality. Clients consistently highlight Softfile's ability to save time and provide accurate results, although some suggest areas for improvement.
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UndisclosedUndisclosed1,000 - 9,999Bogotá, Colombia
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BPM CONSULTING SAS is a call center company. They are located in Bogotá, Colombia, and their services include Call Center Services and Customer Service Outsourcing.
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$1,000+< $25 / hr2 - 9
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See all 1 projectsMedValue is a back-office service provider specializing in medical billing. Clients appreciate their efficiency, exceptional client attention, and the significant time and cost savings they deliver. However, there is room for improvement in their pricing structure. Overall, the company has maintained a positive reputation since 2016, with consistent feedback highlighting their speed and quality service.
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UndisclosedUndisclosed2 - 9
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CodeLint is a development and DevOps company known for its seamless integration of these services, offering scalable and high-performance web platforms tailored to client needs. The company received 100% positive feedback, with reviewers praising their structured project management and clear communication, highlighting their focus on clean code and scalability.
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$1,000+< $25 / hr10 - 49
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See all 1 projectsImmido is a customer support company renowned for delivering comprehensive full-cycle services, including 24/7 multilingual support, incident handling, and dynamic workload scaling. With 100% positive feedback, clients commend their professionalism, responsiveness, and client-focused approach, highlighting their ability to maintain SLAs and manage fluctuating workloads efficiently. Senior leadership's availability and commitment to seamless collaboration further underscore their exceptional service quality.
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Undisclosed< $25 / hr50 - 249
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See all 3 projectsShrinkconsulting is a professional accounting services firm known for its expertise in financial reporting, reconciliations, and bank transaction processing. With 100% positive feedback, clients appreciate their timely delivery and adaptability to changing needs. The firm's well-qualified staff and proficiency in IT accounting systems are frequently highlighted in reviews.
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$1,000+< $25 / hr50 - 249Miami, FL
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See all 2 projectsGIC BPO LLC is a social media management company lauded for its excellent communication and timely delivery of services. With 100% positive feedback, clients appreciate the company's strong cultural fit, alignment of values, and cost-effectiveness. The firm effectively supports growth and time management objectives for its clients.
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UndisclosedUndisclosed10 - 49Erie, PA
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See all 1 projectsPCMSI is a service-oriented company that appears to specialize in areas not explicitly detailed in the reviews provided. The reviews lack specific content, preventing a comprehensive analysis of their performance or client satisfaction. However, potential clients are encouraged to explore their offerings further to determine if they align with project needs.
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Undisclosed< $25 / hr2 - 9
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See all 3 projectsEco Software Solutions LLC is a software development company specializing in custom solutions. Reviews are mixed, with 50% negative feedback highlighting scam allegations and misrepresentation, while 50% praise their timely delivery, responsive support, and cost-effective services.
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Undisclosed< $25 / hr10 - 49
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See all 1 projectsBerkshire Receptionists is a company specializing in answering services. The overall feedback indicates challenges during the transition, with considerable administrative time spent addressing repetitive issues. No significant areas for improvement were noted, although the reviewer indicated potential updates if the service improves. Overall, the feedback suggests room for enhancement in service delivery.
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Undisclosed$25 - $49 / hr250 - 999Roswell, GA
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See all 1 projectsBELAY offers bookkeeping services, specializing in supporting clients through contracted professionals. Overall feedback indicates significant dissatisfaction with their services, particularly regarding the handling of multi-unit restaurant chain accounts. Clients report issues with data accuracy, unresponsiveness, and perceived negligence, leading to increased costs and time-consuming rectifications.
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$1,000+< $25 / hr2 - 9Rio de Janeiro, Brazil
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See all 5 projectsTechsho is a lead generation company that excels in providing quality, pre-qualified prospects, particularly for real estate professionals. The company has received overwhelmingly positive feedback, with clients praising its commitment, reliability, and cost-effectiveness. Notably, Techsho's efforts resulted in a 40% reduction in prospecting time and generated 2,500 leads, of which 300 were qualified.
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$1,000+$25 - $49 / hr2 - 9
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See all 1 projectsJarvis Helps LLC is a multifaceted marketing and customer relations agency known for its proficiency in SEO, website building, and client management services. With 100% positive feedback, clients highlight their punctual delivery and exceptional attentiveness, leading to enhanced online presence and increased business opportunities.
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$10,000+< $25 / hr50 - 249Gaithersburg, MD
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See all 4 projectsContio.tech is a customer support and content moderation company known for its multilingual service capabilities and regulatory compliance expertise. Reviews highlight a 98% compliance rate and significant improvements in response times and customer satisfaction. Approximately 90% of feedback emphasizes their professional project management and adaptability to client needs, with commendations for quality and efficiency.
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UndisclosedUndisclosed10 - 49Dover, DE
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BA Global Talent is a staffing and recruitment company that specializes in providing diverse global talent across various business functions. Their clients consistently praise their prompt communication, seamless project management, and the quality of their international talent pool. With 100% positive feedback, reviewers highlight their ability to deliver projects on time and within budget while maintaining a strong cultural fit.
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Undisclosed< $25 / hr10 - 49Alcabideche, Portugal
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See all 5 projectsMFAgency is a specialized administrative support company offering services in data entry and administrative assistance. Reviews highlight a 100% positive feedback rate, emphasizing their time-saving capabilities, timely project delivery, and personalized approach. Clients appreciate their excellent communication and alignment with company values, with no noted areas for improvement.
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$1,000+< $25 / hr50 - 249Mumbai, India
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See all 1 projectsExactus is a legal process outsourcing company noted for its efficiency in reducing administrative tasks, saving clients substantial time and money. With positive feedback focusing primarily on their responsibility and advisory capabilities, they save clients approximately 40 hours and $1,000 monthly. Some areas for improvement include their promotional offerings.
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$1,000+< $25 / hr10 - 49Houston, TX
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See all 1 projectsVirtue Ally is a virtual assistant agency known for providing comprehensive operational and marketing support, significantly improving client efficiency and capacity. All reviews are overwhelmingly positive, with 100% indicating satisfaction with their professionalism, attention to detail, and alignment with client values. Clients commend their ability to deliver timely, high-quality service and seamless project management, making them an exceptional partner.
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UndisclosedUndisclosed10 - 49Houston, TX
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See all 1 projectsHigh Standards Technology, Inc. is a managed IT services provider specializing in server management, cybersecurity, and information backup for businesses. The company receives overwhelmingly positive feedback, with clients appreciating their reliability and effective communication. Notably, 100% of reviewers highlight their responsiveness and the confidence they instill regarding IT security, reinforcing their reputation as a trusted partner.
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$1,000+< $25 / hr50 - 249
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See all 1 projectsQuantum Outsourcing Group is a digital marketing agency specializing in website development, SEO, and social media management. The company has received overwhelmingly positive feedback, with reviewers praising their organized project management, responsiveness, and commitment to client success. Approximately 90% of feedback highlights their ability to enhance web presence and generate qualified leads effectively.
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$1,000+$25 - $49 / hr250 - 999Lagos, Nigeria
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See all 1 projectsOutcess Solutions provides call management services and customer service analytics. Their ability to handle over 200 weekly calls, ensure efficient communication, and deliver detailed analytics reports has been highlighted positively. Clients are particularly impressed by their adeptness in remote work and the professional handling of customer inquiries, which directly led to increased walk-in patients and booked appointments.
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List of the Top 15 Inbound Call Centers Services
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$1,000+< $25 / hr1,000 - 9,999Wilmington, DE
Ability to deliver
35.8/40.020/20 Reviews9.6/10 Clients & Experience6.2/10 Market PresenceService focus
150% Inbound Voice Services -
$1,000+< $25 / hr1,000 - 9,999Hollywood, FL
Ability to deliver
35.3/40.020/20 Reviews10/10 Clients & Experience5.3/10 Market PresenceService focus
50% Inbound Voice Services50% Other -
$5,000+< $25 / hr1,000 - 9,999Kyiv, Ukraine
Ability to deliver
33.9/40.019.8/20 Reviews9/10 Clients & Experience5.2/10 Market PresenceService focus
175% Inbound Voice Services -
$1,000+< $25 / hr50 - 249Sugar Land, TX
Ability to deliver
33.8/40.018.6/20 Reviews10/10 Clients & Experience5.2/10 Market PresenceService focus
120% Inbound Voice Services -
$1,000+< $25 / hr1,000 - 9,999Gilbert, AZ
Ability to deliver
33.7/40.018/20 Reviews10/10 Clients & Experience5.7/10 Market PresenceService focus
60% Inbound Voice Services40% Other -
$1,000+< $25 / hr250 - 999Portland, OR
Ability to deliver
35.4/40.019.2/20 Reviews10/10 Clients & Experience6.2/10 Market PresenceService focus
50% Inbound Voice Services50% Other -
$1,000+< $25 / hr50 - 249Kyiv, Ukraine
Ability to deliver
32.8/40.017.8/20 Reviews10/10 Clients & Experience5/10 Market PresenceService focus
145% Inbound Voice Services -
$1,000+< $25 / hr50 - 249Denver, CO
Ability to deliver
36.7/40.020/20 Reviews10/10 Clients & Experience6.7/10 Market PresenceService focus
30% Inbound Voice Services70% Other -
$5,000+< $25 / hr50 - 249Cairo, Egypt
Ability to deliver
32.7/40.017.8/20 Reviews10/10 Clients & Experience4.9/10 Market PresenceService focus
150% Inbound Voice Services -
$10,000+< $25 / hr250 - 999San Pablo City, Philippines
Ability to deliver
32.3/40.018.2/20 Reviews10/10 Clients & Experience4.1/10 Market PresenceService focus
140% Inbound Voice Services -
$1,000+< $25 / hr1,000 - 9,999Angeles, Philippines
Ability to deliver
32.2/40.017/20 Reviews10/10 Clients & Experience5.2/10 Market PresenceService focus
60% Inbound Voice Services40% Other -
$5,000+< $25 / hr1,000 - 9,999Lexington, KY
Ability to deliver
32/40.016.8/20 Reviews10/10 Clients & Experience5.2/10 Market PresenceService focus
160% Inbound Voice Services -
$1,000+< $25 / hr250 - 999Dnipro, Ukraine
Ability to deliver
32/40.016.4/20 Reviews10/10 Clients & Experience5.6/10 Market PresenceService focus
215% Inbound Voice Services -
$1,000+$25 - $49 / hr250 - 999Oakville, Canada
Ability to deliver
35.2/40.019.4/20 Reviews10/10 Clients & Experience5.9/10 Market PresenceService focus
30% Inbound Voice Services70% Other -
$1,000+< $25 / hr250 - 999Doylestown, PA
Ability to deliver
31.5/40.017.4/20 Reviews8.7/10 Clients & Experience5.4/10 Market PresenceService focus
150% Inbound Voice Services -
$5,000+< $25 / hr250 - 999Kalyan, India
Ability to deliver
31.4/40.018.2/20 Reviews7.8/10 Clients & Experience5.3/10 Market PresenceService focus
95% Inbound Voice Services5% Other -
$1,000+< $25 / hr10 - 49Lahore, Pakistan
Ability to deliver
32.2/40.016/20 Reviews9.6/10 Clients & Experience6.6/10 Market PresenceService focus
115% Inbound Voice Services -
$1,000+$25 - $49 / hr250 - 999Orlando, FL
Ability to deliver
31.3/40.016.2/20 Reviews10/10 Clients & Experience5.1/10 Market PresenceService focus
210% Inbound Voice Services -
$1,000+< $25 / hr50 - 249London, England
Ability to deliver
35.3/40.020/20 Reviews10/10 Clients & Experience5.3/10 Market PresenceService focus
30% Inbound Voice Services70% Other -
$1,000+Undisclosed1,000 - 9,999Santa Monica, CA
Ability to deliver
31.3/40.015.8/20 Reviews10/10 Clients & Experience5.5/10 Market PresenceService focus
145% Inbound Voice Services -
$1,000+$25 - $49 / hr50 - 249Laguna Beach, CA
Ability to deliver
35.2/40.020/20 Reviews10/10 Clients & Experience5.2/10 Market PresenceService focus
30% Inbound Voice Services70% Other -
$1,000+< $25 / hr1,000 - 9,999Chicago, IL
Ability to deliver
31.2/40.016.6/20 Reviews9.4/10 Clients & Experience5.2/10 Market PresenceService focus
110% Inbound Voice Services -
$1,000+< $25 / hr250 - 999Afton, WY
Ability to deliver
31.2/40.018.6/20 Reviews7.1/10 Clients & Experience5.5/10 Market PresenceService focus
205% Inbound Voice Services -
$1,000+< $25 / hr50 - 249Manila, Philippines
Ability to deliver
31.2/40.017.2/20 Reviews9.8/10 Clients & Experience4.2/10 Market PresenceService focus
195% Inbound Voice Services -
$1,000+< $25 / hr250 - 999Amsterdam, Netherlands
Ability to deliver
31.1/40.016.2/20 Reviews10/10 Clients & Experience4.9/10 Market PresenceService focus
90% Inbound Voice Services10% Other -
$1,000+< $25 / hr50 - 249Berkeley, CA
Ability to deliver
32.1/40.017.2/20 Reviews9.2/10 Clients & Experience5.7/10 Market PresenceService focus
100% Inbound Voice Services -
$1,000+$25 - $49 / hr10 - 49Norristown, PA
Ability to deliver
31.9/40.018.2/20 Reviews8.6/10 Clients & Experience5.2/10 Market PresenceService focus
150% Inbound Voice Services -
$5,000+$50 - $99 / hr250 - 999Calgary, Canada
Ability to deliver
31.1/40.016.4/20 Reviews9.8/10 Clients & Experience4.9/10 Market PresenceService focus
220% Inbound Voice Services -
$1,000+< $25 / hr50 - 249Chicago, IL
Ability to deliver
31/40.016.2/20 Reviews9.5/10 Clients & Experience5.3/10 Market PresenceService focus
165% Inbound Voice Services -
$1,000+< $25 / hr1,000 - 9,999
Ability to deliver
30.9/40.017/20 Reviews10/10 Clients & Experience3.9/10 Market PresenceService focus
135% Inbound Voice Services
Top Inbound Call Center Agencies
An inbound call center company manages incoming customer communications on behalf of your organization. Agents answer calls, emails, chats, and even social messages from prospects or current customers. Their goal is to resolve issues quickly, improve customer satisfaction (CSAT), and free your internal team to focus on core activities. Many firms integrate directly with your CRM or help-desk platform, so every interaction is tracked and reported in real time.
Some of the typical offerings that inbound call center providers offer include:
- Customer service & troubleshooting
- Order entry and payment processing
- Technical support (Tier 1 & Tier 2)
- Product recalls and warranty management
- Appointment scheduling and reservations
- Help-desk ticketing and escalation
- Multilingual and after-hours support
- Cross-sell and up-sell programs
Some agencies also provide analytics dashboards, workforce management, and quality-assurance monitoring to ensure continuous improvement.
Pricing models vary, but here some examples:
- Per-minute: $0.70–$1.25 per minute of agent talk time
- Per-hour (dedicated agent): $18–$35 per agent hour in North America; $8–$20 offshore
- Monthly seat fees: $1,500–$5,000+ for a full-time dedicated representative
Project complexity, language requirements, call volume, and service hours (24/7 vs. business hours) will influence the final budget. Always request a detailed breakdown of costs, including any setup or technology fees.
Start by outlining your call volume, peak hours, required languages, and technical integrations. Then evaluate potential partners on:
- Proven experience in your industry
- Average speed of answer (ASA) and first-call resolution (FCR) rates
- Quality-assurance processes and agent training programs
- Security certifications (PCI-DSS, ISO 27001, HIPAA, as applicable)
- Transparent pricing and contract flexibility
Reading Clutch reviews lets you verify performance metrics and client satisfaction before signing.
Here are some examples of red flags you should watch for, be cautious if a provider:
- Guarantees unrealistically high service levels without data
- Lacks recorded sample calls or QA documentation
- Is vague about data security or compliance standards
- Provides inconsistent or delayed reporting
- Charges hidden fees for basic services like script updates or report access
Transparency and measurable KPIs should be non-negotiable.
To help you with your hiring process, here are some of the questions you can ask:
- How do you recruit, train, and retain agents for my account?
- Which technologies and CRMs do you integrate with natively?
- What are your average ASA, FCR, and abandonment rates?
- Can you provide references or case studies in my industry?
- How is pricing structured, and what additional fees could arise?
- What data security and compliance certifications do you hold?
- How often will I receive performance reports, and in what format?
- Who will be my main point of contact, and how is issue escalation handled?
Inbound teams handle customer-initiated contacts such as support, inquiries, and orders, while outbound teams proactively reach out for sales, surveys, or payment reminders. Many modern BPO firms offer both services, but the skill sets, KPIs, and compliance requirements vary. Make sure the provider can demonstrate expertise in your specific use case.
E-commerce, SaaS, healthcare, financial services, and utilities all rely heavily on inbound support to maintain customer trust. Highly regulated sectors should prioritize partners with documented compliance processes and industry certifications.