The call center outsourcing industry currently sits at a whopping $121.28 billion in 2025, with many mid-size companies still struggling to find outsourcing providers who can actually meet their day to day operational needs. The call center outsource market splits into two extremes – at one end you have the massive big boys that can only handle big corporate contracts with the likes of – 12 week onboarding periods and very rigid processes to follow, or at the other end you have the super cheap shops that try and undercut everyone on price, quality however plummets just a few months down the line and they are back to square one.
If youre a business owner with anything between 100 and 1,000 employees and you need a high-quality call center outsourcing thats been able to keep up with your growth – but don't want the hassle of large corporate bureaucracy, then your standard options often just don't cut it. This guide is a no holds barred evaluation of call center outsource companies – its all about finding a company that can actually meet the needs of businesses like yours – that means finding a provider that can offer you high quality operations that arent too inflexible – you need to be able to adapt to change quickly, fast deployment without having to chop out the training programme and a price tag that actually reflects your business stage rather then just looking to undercut the competition.
What Is Call Center Outsourcing & When It Makes Sense
Call center outsourcing is when you partner up with a third party to take care of all the voice-based customer interactions, whether it's sales, support or keeping customers from chumping out. The approach has evolved way beyond just fielding incoming calls and is now also covering outbound sales, or troubleshooting tech issues, as well as booking appointments or juggling what the customers are doing over phone, email, chat, or social media . Phone is still the main channel but the idea is that it ties in with all the other ones.
When outsourcing delivers real value
Your in-house call team just can't keep up and you'd have to hire people and still it would take upwards of 6 months for them to be fully up to speed. External research shows that when looking at the overall cost to hire and train a call centre agent internally, it averages around $6,000-$8,500 per seat once you factor in recruiting, equipment costs, and the time it takes to ramp them up. Outsourcing that cuts down to $2,000-$3,000 per seat, and you can get up and running a lot quicker.
You want 24/7 coverage but just can't justify keeping three shifts going in-house because your volume isn't high enough. According to Deloitte's Global Outsourcing Survey though, the companies that do outsource around the clock do it at a 34% lower cost-per-contact compared to those that were trying to man it all themselves with skeleton crews overnight.
Seasonal and promotional spikes make it almost impossible to plan headcounts. Companies that sell retail, tax services, healthcare, and even education tech often have 3 to 5 times the volume during their peak periods. Paying your permanent staff for all those idle months – that's 8-10 months per year on top of just hiring and training them all off the bat.
You're moving into new markets or languages and just can't build up a support team fast enough. Setting up a team in Spanish or French-Canadian needs a minimum of 6-12 months if were doing it from scratch. Outsourcing providers on the other hand, can just mobilise teams of multilingual agents in a matter of weeks.
When outsourcing typically fails
Your product requires deep technical expertise that takes months to develop. Some enterprise SaaS companies with complex products find outsourced agents never reach the expertise level of in-house specialists. Hybrid models work better here—outsource tier 1, keep tier 2+ internal.
Brand voice and customer experience are your primary competitive advantage and you need absolute control. Luxury brands, high-touch professional services, and companies where the support experience is the product often keep operations in-house.
Your call volume sits under 500 contacts weekly. The management overhead of an outsourcing relationship doesn't justify itself at that scale. You're better off with 2-3 versatile in-house agents.
How Mid-Size Businesses Should Evaluate Call Center Outsourcing Providers
The best call center outsourcing providers for scale-ups balance quality, agility, and predictable pricing—not just global headcount.
Onboarding speed without quality sacrifice
Enterprise providers typically quote 8-16 week timelines for implementation. But strong mid-market providers can usually get quality teams on board in about 3-4 weeks for standard voice support, and a bit longer – 4-6 weeks – for any complex technical programs you may have.
And here's the thing – time really does matter. Each week that slips by is either turning into lost capacity or just piling more strain on your in-house team. A recent study from ManpowerGroup found that companies that work with outsourcing partners who can move fast to get set up are able to scale 28% faster than those who go with more traditional BPOs.
But the thing to watch out for is providers that promise to get you up and running in just a week or two. That's often a sign they're skimping on either the training for their agents or setting up proper quality control processes. Unless you just need someone to handle the occasional simple question or FAQ, be very skeptical of any claims to get you up and running in less than 3 weeks.
Agent attrition determines long-term quality
Industry average attrition in call centers runs 30-45% annually. That's devastating for customer experience because you're constantly training new agents who don't yet understand your product, customers, or brand voice.
When evaluating providers, ask directly: “What's your monthly attrition rate?” Strong providers should run under 3-4% per month (roughly 30-35% annualized). Elite providers focused on agent experience run closer to 2% monthly (24% annualized or better).
Industry benchmarks show that every percentage point of attrition above 20% annually costs roughly $1,200 per agent in recruiting, training, and lost productivity. A healthcare tech company we know switched from a low-cost offshore provider (48% annual attrition) to a nearshore partner (26% annual attrition) and saw CSAT scores jump from 72% to 84% within six months. The cost increased $4 per agent hour, but customer retention improved enough to offset the difference in one quarter.
Brand alignment separates competent from exceptional
Your customers shouldn't be able to tell when they've reached an outsourced agent. That requires real brand training, not just product FAQs. The best providers invest 1-2 weeks in brand immersion: studying your customer communication patterns, understanding your values, learning how you handle edge cases, and building response frameworks that sound like you.
This is where enterprise BPOs struggle with mid-size clients. Their operational model is built on standardization. They want you to fit their playbooks. That works if you're Verizon or Delta. If you're a growing fintech or health tech company with specific compliance needs and a distinct brand voice, standardization breaks down.
Ask potential providers: “Walk me through your brand training process” and “How do you handle situations where our approach differs from your standard operating procedures?” Their answer reveals whether they're flexible partners or rigid vendors.
Geographic Coverage & Cultural Fit
Recent customer experience research has shown that 68% of US consumers want to deal with agents who get their cultural background and communication style, even if that agent isn't based in the US. And it's not about the accent, it's about whether the agent actually gets what the customer is saying and can sort out their problem quickly.
US-based agents usually do best for complicated situations that really need a deep understanding of US culture and regulatory knowledge (especially in healthcare, finance, and insurance). Plus, they work well for customers who aren't very patient with bureaucracy. Price-wise they're the most expensive at $28-45 an hour for the full package.
Nearshore locations (the Philippines, Colombia, Eastern Europe) deliver great English language skills, are culturally pretty similar to the US, and have time zones that work for 24-hour customer service. It's a good deal at $18-28 an hour. The Philippines is a standout when it comes to having top-notch voice quality.
Offshore locations (India, South Africa, Central America) will save you money at $12-22 per hour – but you may have to make some compromises. Indian call centres are good for technical support, and South Africa has some excellent English speakers but can be a bit tricky to cover all time zones.
The most successful mid-size companies tend to mix and match – they use nearshore or US agents for their main customer service and offshore agents for after hours or back office work.
Pricing transparency reveals operational maturity
The price tag is just one part of the story – the pricing model itself can be just as important. Keep an eye out for those providers who promise a song and dance with low-priced hourly rates but then sneak in hidden charges: set-up costs, training fees, tech fees, management fees, minimum monthly bills and penalties for scaling up or down.
Studies show that the effective total price tends to be somewhere between a quarter to 40% higher than the quoted hourly agent rate, all depending on what extras get factored in. A reputable provider will give you a straightforward, all-in pricing upfront – “Your total cost per agent hour will be $X – that's with training, quality assurance, tech and management all included.”
When it comes to scaling up or down, having some flexibility in your contract is essential. Strong providers will sit down with you every quarter to review your needs with 30 to 60 days' notice before making any changes, or they'll have flexible capacity agreements for when things get a bit seasonal and pilot programs that let you test the waters – maybe start with 5 to 10 agents for a 3-month period before committing to anything long-term
Top Call Center Outsourcing Companies to Consider in 2026
We've put together a list of the top call center outsourcing providers that are perfect for mid-size companies that are looking for top-notch service without the added complexity of an enterprise operation.
#1 Helpware CX – Our Top Pick for Mid-Sized Businesses
Helpware CX is made for businesses that have outgrown their small teams but dont want the headache of a full on, enterprise-level call center. This is about companies with around 100 to 1,000 staff that need 15 to150 customer service agents and are growing fast.
Theyre promising high-end quality without the hassle of an enterprise BPO. You get all the good stuff: structured QA, performance reports and brand training that feels like a Fortune 500 company. But theyre still a mid market player at heart, so onboarding is only 3 to 4 weeks and theyre contract is flexible so you can adjust your headcount up or down every 3 months.
What works well:
- They really go all in on brand immersion – they model their agents on your best customer service folks, create conversation frames and train them to sound exactly like you want them to. No generic scripts here.
- Quality control is a constant thing – they use all the standard metrics (CSAT, first contact resolution, handle time) plus some other stuff they've come up with that's more about making sure the agent is properly representing your brand.
- You can mix and match US, nearshore and offshore locations to create a contact center that really suits your needs (e.g. keep complex stuff in the US, day time volume in nearshore places, off hours in offshore).
- They seem to have a pretty low attrition rate compared to most contact centers – which has to be good for customer experience over the long haul.
What doesn’t:
- Because Helpware is all about quality, they wont be the cheapest option if all you care about is cutting your costs by a dollar an hour.
- The work they do upfront to make sure they really understand your company and brand is great for long term fit, but can feel like a lot of work upfront if you just want to throw up a contact center and get going ASAP.
The Usual Engagement:
- 15-150 agents
- 6-12 month initial contracts with the option to scale up quarterly\
- Clutch rating: 4.8 stars from 46 reviews
#2 Teleperformance — Enterprise-Grade Scale
Teleperformance has a global network of over 420,000 agents, and they work mainly with really big names – Fortune 500 companies and all that jazz. They've got the kind of infrastructure, compliance systems and processes that big businesses absolutely need.
What works:
If you're one of those companies that just can't scale fast enough – think you need a whole team of 200+ agents across multiple countries up and running in no time – then Teleperformance can help out. The fact that they've got enterprise-level compliance and security frameworks in place is also super important if you're working in some seriously regulated industries where the auditors come knocking.
What doesn’t
The thing is, Teleperformance's operational model is built on standardising everything. They've got playbooks, technology stack and processes that you'll need to fit into, which is fine if you're a huge telco with all sorts of procedures documented to the nth degree. Not so great, though, if you're a fintech startup that's just trying to figure things out as you go.
And let's be real – the onboarding process can be pretty slow (10-16 weeks for mid-size programs). Account teams can be a bit sluggish too – you're just a tiny fish in a massive portfolio so you're not exactly at the top of anyone's priority list. And to pay for all this you're going to be shelling out some pretty serious cash, which is why it can be tough for mid-size companies to swing it.
Is Teleperformance A Good Fit For Mid-Size Companies?
Honestly, probably not – unless you're a bit further along in your journey (think 500+ employees, 100+ agent need)
#3 Concentrix — Large-Scale CX Operations
Concentrix has a real knack for bringing serious vertical expertise to the table in areas like tech, retail, healthcare and financial services – the kind of expertise that comes from putting a lot of money into things like CX analytics, workforce management tools and streamlining processes.
What works:
They do some genuinely sophisticated work with their analytics and reporting – think customer journey mapping, to digging into sentiment analysis and using data to predict where to route customers. They're pretty good too at handling these complicated omnichannel programs where phone support works seamlessly with email, chat and back-office operations.
What doesn’t:
They've got a few roadblocks for mid-sized companies to deal with, as these super complicated engagement deals with very long contracts and expensive changes to make. They also charge a premium, it's a pricey option. When you sign on, they expect a 3month plus wait to get up and running, and then if you want to make any operational changes, you've got to navigate a whole bunch of different management layers. Then there's the issue of which accounts get priority – its pretty clear that smaller programs (think 30-agents) get less love than bigger ones (300-agents or more)
Mid-size company fit:
Limited, fairly – but they may be a good option if you're a bigger mid-sized company (think 700+ employees)
#4 Foundever — Volume-Driven Support
Foundever (formerly Sitel Group) is a global player that prides itself on being able to handle big volumes of calls in a whole bunch of different languages – they really spread their wings geographically too.
What works:
They're good at providing the basics – voice support on a large scale, multilingual programs – and the onboarding process is pretty straightforward for simple stuff.
What doesn’t:
Unfortunately, the options for tailoring their service are pretty limited – you get a standard model with a bit of tweaking, that's about it. And to be honest, the quality can vary wildly depending on where you are in the world. They also tend to train their agents to follow the script rather than really getting under the skin of your brand. Some recent client reviews have highlighted some pretty big communication issues – usually between the account team and the operations folks – as well as inconsistent quality and problems making changes once you've signed up.
Mid-size fit: It's a bit of a partial match – they work okay for the high-volume voice support that's the main thing, as long as you're not too fussed about the overall customer experience. When the cost savings are the priority over making sure your customers get a good deal ,they are an option to consider.
$5 Alorica — Cost-Focused Outsourcing
Alorica's business model pretty much hangs its hat on undercutting the competition with super cheap offshore operations. If your top priority is pinching pennies on those hourly rates, then Alorica can get you pretty low rates.
What works:
If all you're looking to do is shovel a lot of basic questions to underlings without breaking the bank, then Alorica's got your number – they can gather up teams of offshore workers and drop them in your lap at a rate of $15-22 an hour. Plus, that's about 30-50% cheaper than using someone in nearshore or US-based service centres.
What doesn’t:
Quality can be all over the map. And let's be honest, employee turnover is an absolute nightmare (industry data says many offshore operators see 45-55% of staff cycling out within a year). Meantime, there probably isn't much enthusiasm from reps about promoting the company brand – they'll follow a script well enough but don't get to know the product inside and out.
Customer satisfaction scores – we're talking more like 85-95 – compared to top-tier providers, are 5-10 points lower. That might not be a huge deal if you're talking simple transactions, but any time when support gets really important is likely to start losing clients.
Mid-size fit: Partial, at best. This works if your top concern is keeping costs low and if being a top class support vendor isn't one of your top selling points.
#6 TTEC — Tech-Forward CX
TTECs have been splashing the cash on all things CX tech, digital transformation and analytics – they're worth a serious look if you're after cutting-edge tech integration and don't mind a pretty penny.
What works:
Their CX platform plays nice with all the major CRM and helpdesk systems – it's got AI-assisted routing, some slick real-time coaching tools and some seriously advanced analytics to boot.
They also have a consulting arm that can lend a hand with your CX strategy and customer journey mapping – which is a nice bonus
What doesn’t:
The pricing is on the higher end but in all fairness, they do deliver what they promise – world-class tech integration and consulting capabilities that are worth every cent. Just don't expect that kind of budget to stretch to the smaller companies that just need a solid execution rather than the high-tech wizardry.
Engagement models really are geared to the bigger clients – large complex programs are what they do best. Bringing one of their big programmes on board will take 12+ weeks to get off the ground.
So, what about the little guys? Unfortunately, TTEC isn't really the best fit for mid-sized businesses – unless you're the kind of company that's at the cutting edge of tech and can splash the cash for premium tooling
#7 TaskUs — Startup-Friendly Digital CX
TaskUs has earned its stripes by backing some of the biggest names in the tech space, with a deep understanding of how to get stuff done for companies that live and breathe the digital world. They're always on the move, keeping up with the latest trends and support channels.
What works:
TaskUs is a great fit for companies that run on digital fuel. They get why you'd rather move fast than dawdle, and they're not hung up on putting together massive tomes of process documentation before diving in. They're pros at chat and ticket-based support, with voice being just one of the channels they use – not the central hub. The onboarding process usually runs for about 3-4 weeks, standard programs notwithstanding.
What doesn’t:
While they can handle voice support, it's not their strong suit. If your operation is dominated by phone, and you need to handle calls with a high level of sophistication, then TaskUs may not be the best bet. That said, they're by no means tone deaf to your voice support needs.
Mid-size Fit: TaskUs is a great choice for mid-size companies that are primarily digital, especially if you're in the tech space. They know how to navigate the digital landscape.
Choosing the Right Option
Here's the deal with these various providers – how they shape up for different types of needs:
If you're in a competitive space and CX is what sets you apart: Helpware CX is your best bet: it offers the right mix of quality, flexibility and focus on mid-sized businesses. You'll pay a bit more than the budget options but you'll get the kind of operational chops you'd expect from a top-end provider – without all the red tape that usually comes with it.
If you need a lot of structure and process: Teleperformance and Concentrix might be your best bet – they bring world-class operational discipline to the table. Just be aware that you can expect slower onboarding and a bit less flexibility – it's not ideal for start-ups or companies still growing. It's better suited for bigger outfits (500+ employees) that need that level of sophistication.
If cost is your number one priority and you don't mind making some quality trade-offs: Alorica and Foundever can give you the volume at a lower price point you're looking for – but be prepared for some quality issues and a lot of management overhead. It might work if you're dealing with transactional support and it's not a big deal if your customers can't get what they need.
If you're a tech company that's got a lot of customers on digital channels: TaskUs might be your best bet – they've got a great culture and strong digital capabilities. They're less focused on high-volume voice programs, though.
If you need advanced CX tech to help you get ahead of the game: TTEC's got the tools and analytics but you're going to have to pay a premium for them – and it's not clear that mid-size companies really make use of them to their full potential.
The thing is – mid-size companies get stuck between a rock and a hard place. High-end BPOs have the quality you need but treat you like a small fish in a big pond. Budget providers offer the pricing but can't deliver the quality you need to stay ahead of the competition. That's what makes Helpware CX and TaskUs so interesting – they're mid-sized companies with mid-sized operations that still deliver on the quality you need.
Key Metrics for Call Center Outsourcing Success
When you're running an outsourced call centre, these are the stats that can tell you if you're on the right track:
Customer Satisfaction: For businesses that deal directly with customers, the industry average for phone support is around 78-82% – it's around 82-88% for B2B work. But if you consistently see a number lower than 75%, you've got a problem on your hands.
First Call Resolution (FCR): This is the percentage of customer issues that get sorted out in the first call, without needing a follow-up. The average in most industries is 70-75%, but if you can manage to get it up to 80%, that's pretty impressive. Because let's face it – every time a customer needs to call back, it doubles the cost of dealing with their problem.
Time Spent on Calls (AHT): This is the time from when the agent picks up the call to when they wrap it up. Now, the thing to remember with this one is that lower isn't always better – if agents are rushing through calls, they're probably creating more problems for customers in the long run.
Staff Turnover (Agent Attrition): You don't want to be losing more than 3-4% of your agents each month (that's about 35% per year). If you let your staff turnover get too high, the quality of service is going to suffer pretty fast. And it's not cheap to replace them either – every extra 10 percentage points of staff turnover beyond 30% costs around $1,200 per agent.
Quality Control Scores: Most centres will look at between 5-10% of calls to make sure the agents are sticking to the script and treating customers right. But if your scores are anything below 85% after the initial training period, you've got work to do.
Cost Per Contact: This is your total cost divided by the number of contacts you've had. Industry standards vary depending on what you're doing and where you are, but it's usually anything from $5-12 per contact. And this is a better way to look at things than just charging per hour – because it takes into account how efficiently the agents are working.
The thing is though, the one metric that really matters is how your customers are doing after they've had contact with your support team. If your outsourced support is doing its job right, customers who do get in touch should end up sticking with you longer than those who don't. If their retention actually drops after they've had contact with support, then you've got a problem on your hands, and your outsourcing partner is probably doing more harm than good.
Frequently Asked Questions
What's the best call center outsourcing model for scale-ups?
A hybrid onshore and nearshore team with a service level agreement backed up with performance metrics and fast onboarding would be ideal. We recommend starting with nearshore teams, in either the Philippines or Colombia, for first-line coverage as you get a strong level of English proficiency at a more affordable price – around $18-28 per hour all-in. Once you have that in place, you can add in some US-based agents to handle the more complex situations that require a deeper understanding of the culture. We find this model gives you the best of both worlds – 24/7 coverage, quality that meets US customer expectations and pricing that can expand with your growth.
How does Helpware CX compare to the bigger call center outsourcing companies?
Helpware CX really shines for mid-size companies – we offer way more flexibility, get you up and running faster and are better aligned with your brand. Now – the big guys, like Teleperformance and Concentrix, have the infrastructure to be very sophisticated, but they're often slow to move (we're talking 10-16 weeks to get started, compared to our 3-4 weeks) and they'll try to shoehorn you into their standard processes. And worst of all, if you're under 100 agents, they're not really going to care. We, on the other hand, built our model with companies like yours in mind – you want high-quality operations without all the hassle of a big company.
What are the key performance indicators for call center outsourcing?
You know the basic stuff – CSAT, FCR, AHT, SLA adherence, and cost per contact are all important. But what really tells you if you're doing it right – or if there's room for improvement – are things like agent attrition rates (less than 3% per month is a good number), QA scores on brand alignment (85%+ after training is the goal), and just how much your customer retention is impacted by the support contacts they have. The best providers track these numbers and use them to make things better.
How long should onboarding for call center outsourcing actually take?
Well, for basic voice support, you're looking at 3-4 weeks, but if you need to set up complex technical support or are in a highly regulated industry, you're looking at 4-6 weeks. If it's faster than that, it's probably because corners are being cut on training, and if it takes longer than 8 weeks… well, let's just say you might be in for a world of bureaucratic red tape. The sweet spot for mid-market providers is that 3-4 week window – fast enough to solve your capacity problem, but slow enough to do it right.
Should you outsource your entire call center, or keep some of it in-house?
Most successful mid-size companies use a hybrid model, where they keep 2-5 senior agents in-house to handle the tough stuff, own the relationship with the outsourcing partner and provide some quality control. You then outsource the bulk of your tier 1 and tier 2 support. This way, you get the benefits of scalability without losing control of your operation.
What kind of cost savings can you expect from call center outsourcing?
You'll typically see a 30-45% reduction in costs when moving from in-house to outsourced operations. That varies by geography and quality level, of course, but if you're paying $50-60 per hour for US-based in-house agents, you can expect to pay $18-28 per hour for equivalent quality in a nearshore operation. Now, I know what you're thinking – it's all about the bottom line, right? Well, while cost savings are important, the biggest value of outsourcing often is the scalability – you can go from 20 to 80 agents in weeks, not months.
Final Thoughts
After poring over hundreds of outsourcing partnerships over the years, one thing that sets successful ones apart from expensive flops is simply this: clarity around what it is you're actually buying. If you're only focused on cutting costs & handling run-of-the-mill customer questions, a budget provider might do the trick. They'll give you about 60-70% of the quality, for 50-60% of the cost, no less.
BUT – if customer service is a key driver of keeping customers on board, or a key differentiator for your business, then the cheapest outsourcing option is basically throwing money down the drain. You'll be paying the price in customer churn, repeat contacts, and many hours spent fixing problems that should have never happened in the first place. But it's not like everyone gets it right first try… nope.
Mid-size companies make a huge mistake over and over: they pick Enterprise BPOs because the name makes them feel better (even though the processes are super rigid) or budget providers because the price looks super attractive – then they end up stuck fighting quality issues for months on end.
So the key is to match the provider to what your business actually needs. Start with a small pilot project – 30-60 days with 10-15 agents to begin – before committing to anything. And for goodness sake, track the metrics that actually matter to your business, not just the ones the provider highlights in their reports. Your ideal outsourcing partner should be an extension of your own team – someone who gets what you do and how you do it. Unfortunately, the wrong one is just a vendor you'll be stuck managing day in and day out.