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Contact Center
Outsourcing Services

Deliver exceptional customer experiences and improve
operational KPIs with our award-winning contact center
and call center outsourcing solutions.

 
 

 

Working with a contact center outsourcing company provides many cost and innovation benefits.

Outsourcing customer care and technical support is a cost effective way for brands to improve CX, accelerate digital transformation, and build operational efficiencies. Some of the most common reasons brands choose to outsource customer operations include to reduce costs, gain access to CX tools and technologies, free up internal resources to focus on core business needs, and improve customer experiences with the help of customer management experts.

We are contact center design, implementation, and management experts, and we can help you determine which contact center outsourcing approach – onshore, nearshore, offshore, virtual, automated, or a combination of them all – is best for your business and your customers. Schedule a virtual meeting and our contact center operations and CX experts will show you how our contact center outsourcing services can:

  • Save money and reduce labor costs
  • Improve customer experiences and operational KPIs
  • Increase flexibility and ability to scale
  • Create innovation, technology, and digital transformation opportunities
  • Enhance contact center associate training and employee experiences
 

Learn more about our contact center outsourcing services

 
 
 

Contact Center Outsourcing Solutions

Will the contact center operations be done onshore, nearshore, or offshore? Will they be staffed by agents in a brick and mortar center or at-home associates in a virtual contact center? Here is a summary of the most common contact center outsourcing models
 
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Onshore

Associates in your home country or region who can easily relate to customers and their experiences. This option is best used for privacy, security, and brands with sensitive information or regulatory constraints.

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Nearshore

Work with contact centers in a neighboring country to maintain a similar culture, proximity, and language to the brand, but at more affordable cost.

 
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Offshore

Provide service from low-cost regions around the globe to reduce costs and tap into seasoned CX experts. Simple or transactional interactions are the easiest to move here.

at home virtual contact center and call center icon

Virtual / At-home

Recruit onshore associates who work from home to reduce overhead costs, lower attrition, and raise retention. No geographical barriers lets you recruit the best of the best anywhere.

 
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Managed services

Keep your own contact center, while finding partners to help with particular client needs like talent acquisition, leadership development, workforce, management, and coaching. This can let you focus on everyday business and CX.

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Self Service / Automation

Add intelligent automation to your brick and mortar and remote contact center operations at scale. Leverage intelligent automation and AI to improve employee productivity, operational KPIs and customer experiences, while also reducing cost to serve.

 
 

Finding the right balance when outsourcing contact centers

When it comes to contact center and call center outsourcing solutions, different options work best for different environments, scenarios, and customers. Partnering with an expert contact center company like TTEC helps you determine the best balance for your organization so your brand can remain focused on its core business.
 
icons showing the different kinds of call center outsourcing available

Customer experience defines your brand

Customer needs are evolving as the world becomes more digital and connected. No matter the technology that brings them together, customers want to feel valued by the brands they do business with. Now more than ever, customer experience defines your brand. For companies looking at customer service outsourcing solutions, it is important to realize that not all call center outsourcing vendors are focused on ensuring exceptional CX. That is why TTEC is an ideal contact center outsourcing partner for your company. We are focused on providing cost and innovation benefits while also delivering exceptional, award-winning customer experiences.

 
 
 

About us

TTEC Holdings, Inc. (NASDAQ: TTEC) is a leading digital customer experience (CX) technology and services company focused on the design, implementation, and delivery of transformative solutions for many of the world's most iconic and disruptive brands and government agencies. The Company delivers outcome-based customer engagement solutions through TTEC Digital, its digital consultancy that designs and builds human centric, tech-enabled, insight-driven customer experience solutions for clients and TTEC Engage, its delivery center of excellence, that operates customer acquisition, care, fraud prevention and detection, and content moderation services. Founded in 1982, the Company's 50,000+ employees operate on six continents across the globe and live by a set of customer-focused values that guide relationships with clients, their customers, and each other.

 

We are honored to be recognized
for the work that we do

logos of some of our contact center outsourcing related awards

  • Leader in The Forrester Wave – Global Omnichannel Customer Service Outsourcers (Q1 2020)
  • Leader & Star Performer in the Everest Customer Experience Management (CXM) – Services PEAK Matrix® Assessment 2020
  • Outsourced Contact Centre of the Year and Best Pan-European Contact Centre of the Year silver award at the 2019 European Contact Centre & Customer Service Awards
  • TTEC Named a Top 25 Employer Partner for Remote Work in 2020 by Virtual Vocations
  • RealPlay™, AI-powered training technology, named "Disruptive Technology of Year" by Customer Contact Week as part of its 2020 CCW Excellence Awards.
  • Best Nearshore Team from the Global Sourcing Association (GSA)
  • 2018 Gold Stevie for Customer Service or Call Center Consulting Practice of the Year
  • IAOP Global Outsourcing List of World’s Best Service Providers
  • Leader in ISG’s Contact Center Customer Experience Services Quadrant Report
 
 
 

Contact Center Outsourcing Resources

Outsourced omnichannel contact centers provide optimization via automation and intelligent routing, improved operational KPIs, cost savings, and enhanced customer and employee experiences. Our digital transformation and CX consulting experts have created many market research trends reports, strategy guides, and implementation checklists to help your company explore global call center outsourcing.
 
Strategy Guide
Call Center Outsourcing Solutions: Which Shore is right for you

Learn more about outsourcing customer service and which contact center outsourcing solution – onshore, nearshore, offshore, at-home, or a combination of them all – is right for you.

Get the Guide
Article
Contact Center CX and Technology Trends

Optimize your contact centers for long-term stability with these CX and technology strategies to future-proof call center operations

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Transform with Sales Outsourcing
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Eleven Benefits of Sales Outsourcing

Discover 11 ways to transform your business with sales outsourcing, such as increasing lead generation and supporting new product and service rollouts.

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Blog
Customer Experience Outsourcing

Learn how a top call center outsourcing company can provide your brand contact center services that improve customer support and experiences, while also reducing labor costs and providing increased flexibility.

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Article
Contact Center Automation Tools and Trends

Both inbound and outbound call centers need to implement automation best practices to help manage phone call volumes, improve service levels and optimize agents work.

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Blog
Back Office Best Practices

Back office outsourcing provides many business process services including automation, quality assurance, and trained agent knowledgebases.

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Video
Contact Center of the Future: Digital Transformation Best Practices

The contact center of the future is not a siloed call center just for inbound and outbound phone calls, but an omni channel customer interaction hub that helps call center employees gain a full view of the entire customer journey.

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Trends Report
Top Customer Service AI Trends

Technological advances in business process automation, live chat, and AI for both customer and employee interactions are changing the face of customer service.

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White Paper
Contact Centers in a Digital World

Discover why outsourced call center services and high quality contact centers are essential in a digital-first world.

Read more
Stategy guide to help rightsize your outsourced call center solution
Strategy Guide
Rightsize Your Call Center Outsourcing Solutions

Like shoes, outsourced call center companies come in all sorts of shapes and sizes. In this strategy guide, learn how to rightsize call center solutions and service offerings to match your business model.

Read more
 

Contact Center Outsourcing Services

We've been delivering incredible customer experiences and contact center outsourcing solutions for nearly 40 years by unifying our core capabilities of customer care, technology, and strategy. Contact us to learn more about how we are the best contact center company to help you improve CX.

Contact us