Call center outsourcing: The complete guide

What you’ll learn

1. What is call center outsourcing?
2. How to Know if I Should Hire a Call Center Outside of the USA?
3. How to choose the best outsourced contact center
4. Pros of outsourcing your call center service
5. Cons of outsourcing your call center service
6. Call center outsourcing services: what you can outsource
7. How much does call center outsourcing cost?
8. Call center outsourcing RFP checklist
9. How AI is changing call center outsourcing
10. Why Choose Callzilla as your nearshore call center?
11. Personal experiences of Callzilla’s team
12. In summary
13. Call center outsourcing FAQ

What is call center outsourcing?

Call center outsourcing is hiring an external provider to run some or all of your customer contacts, such as inbound support, technical help, sales and back office work, using the provider’s agents, technology and management. Companies outsource to cut costs, extend their hours, add languages and scale faster. Fully loaded rates typically run about $12 to $15 an hour for nearshore and offshore teams, compared with about $35 an hour for a US onshore vendor and more for an in-house US team. These are market benchmarks, not Callzilla prices: Callzilla quotes every program individually for its hours, volumes, channels and languages.

Call center outsourcing involves delegating your company’s customer service operations to a third-party provider. These providers can be located domestically, offshore, or nearshore, depending on your organization’s strategic objectives. In recent years, outsourcing has become a strategic move for businesses aiming to enhance service quality, reduce operational costs, and focus on core competencies. At Callzilla, we recognize that each business has unique requirements, and we customize our call center outsourcing solutions to ensure exceptional customer satisfaction.

When partnering with an outsourced center, they will hire, train, and manage all resources on your behalf. With an internal customer service department, you may need to manage an internal center full of trainers, quality monitors, agents, etc., but you will likely only need one point of contact with an outsourced center, who will relay your expectations to the rest of their team.

If you are looking to add additional channels of communication to your existing operation, outsourcing is also a great way to go. Outsourcers often have existing clients using other channels of communication, and it’s a simple plug and play to assist you in extending your business. Whether you’re expanding into live chat, SMS, social media, or tech support, an experienced outsourced provider can help streamline the process.
If you were to add live chat, for example, to your in-house center that is only equipped for phone and email, you would have a lot to consider in terms of systems, training, compatibility, and compliance. Tech support and omnichannel solutions require specific expertise and infrastructure. An outsourced center would make that transition easy for you, from the systems to the people using them.

How to choose the best outsourced contact center

Selecting the right outsourced contact center requires careful evaluation. Begin by assessing your business needs, do you require an inbound call center, an outbound call center, or a hybrid model?  Start by identifying your priorities, whether it’s location, language, or cost. The best outsourced contact center provider will act as a true extension of your brand.

Next, evaluate potential partners based on their experience, technological capabilities, scalability, and approach to quality assurance. Create a clear Request for Proposal (RFP). Outline your expectations and ask targeted questions about quality assurance, reporting, and performance metrics. This step is crucial in any customer service outsourcing process.

Request historical data like CSAT and NPS scores, and review case studies to evaluate their client success stories. Finally, experience the culture. Transparency, cultural alignment, and effective communication are crucial factors to consider. At Callzilla, we prioritize these elements to provide an outsourcing solution that integrates seamlessly with your operations.

Cons of outsourcing your call center service

While outsourcing your call center services offers numerous benefits, it’s essential to consider potential challenges to make an informed decision.

1. Time to Ramp Up and Achieve Results

Building a strong, high-performing partnership takes time. Outsourcers need time to learn your systems, align with your processes, and meet your expectations. Companies expecting immediate results may be disappointed if they don’t plan for a ramp-up period.

2. Cultural Alignment and Brand Voice Can Be Hard to Replicate

Your brand has a unique tone, culture, and way of interacting with customers, which can be challenging to replicate. While outsourcing partners strive to adapt, fully aligning with your internal brand voice and emotional tone requires time and effort. Misalignment can lead to inconsistent experiences that might affect customer perception. Selecting a partner that understands or shares your values is crucial.

3. Finding the Right Fit Takes Work

A successful outsourcing relationship depends on finding a provider that matches your company’s mission, vision, and communication style. Thorough vetting, asking the right questions, and ensuring the outsourcer has the capabilities and willingness to build and replicate your desired culture are essential. Rushing this process can lead to mismatches that are difficult to rectify later.

4. Expectation Gaps Can Derail the Relationship

Setting clear expectations from the outset is vital. Without alignment on goals, KPIs, service levels, and reporting protocols, miscommunications can arise. Open collaboration and transparency are key to creating a strong foundation for long-term success.

5. Perceived Loss of Control

Some companies fear they will lose control over customer interactions when outsourcing. This concern can be mitigated with the right governance model. At Callzilla, we ensure close partnership with our clients, including shared dashboards, routine business reviews, and collaborative decision-making to maintain visibility and influence over your outsourced team.

Call center outsourcing services: what you can outsource

Call center outsourcing is not all or nothing. Most companies start with one service, prove it works and then expand. These are the most common call center outsourcing services:

• Inbound customer service: calls, chats, emails and messages about orders, accounts, billing and products. See our customer care and support services.
• Technical support and help desk: tier 1 and tier 2 troubleshooting for software, devices and internal IT. See our technical support services.
• Outbound sales and retention: lead follow-up, upsells, renewals and win-back campaigns.
• Back office: order processing, data entry, claims and ticket follow-up. See our back office support.
• After-hours and overflow: nights, weekends and peak days, while your in-house team covers the rest. For light volume, compare an answering service with a call center first.
• Bilingual support: native Spanish alongside English for US customers. Learn how a Spanish contact center works.
• Conversational AI: chatbots and voice bots that handle simple requests and pass complex ones to agents. See our conversational AI services.

Some industries need specialist skills and compliance. We run dedicated programs for e-commerce, healthcare and IT help desk support.

How much does call center outsourcing cost?

Call center outsourcing companies usually price by the hour, by the agent per month, by the contact or by the outcome. Whatever the model, the biggest driver of price is where the agents work. These are typical fully loaded hourly rates, meaning wages, benefits, management, tools and facilities included, from rethinkCX’s BPO Cost Index (May 2026):

Monthly figures assume 160 billable hours a month.

In-house vs outsourced: a 10-seat example

Say you need 10 full-time agents at 160 billable hours a month. In-house in the US, at about $45 to $65 an hour fully loaded, that is roughly $864,000 to $1.25 million a year. Outsourced to Colombia at about $14 an hour, it is roughly $269,000 a year, a saving of at least $595,000. Outsourced to the Philippines at about $12 an hour, it is roughly $230,000. Even a US onshore vendor at about $35 an hour comes to roughly $672,000.

The in-house number is easy to underestimate because so many costs sit outside the payroll line: recruiting and replacing agents who leave, training, supervisors and team leads, quality assurance, workforce planning, contact center software and telephony, IT security, compliance audits and office space. Our guide on how to calculate outsourced customer service cost walks through each one.

Which pricing model fits?

• Per hour or per agent per month: best for steady, predictable volume and dedicated teams that need deep product knowledge.
• Per contact or per minute: best for spiky or low volume, but make sure it does not reward rushing customers.
• Outcome-based: best for sales, retention and collections, with the outcome defined precisely in the contract.

For everything else that moves a quote, see our breakdown of contact center outsourcing pricing factors.

Call center outsourcing RFP checklist

Use this checklist when you send a request for proposal (RFP) to call center outsourcing companies. Ask for evidence, not promises.

Security and compliance

• A current SOC 2 Type II report, not just a badge on a website.
• PCI DSS compliance if agents take payments, and HIPAA if they handle health information.
• How access to your systems is granted, logged and removed.
• Background checks and confidentiality agreements for agents.

Our overview of contact center certifications explains what each standard covers.

Operations

• The named site your agents will work from, and the backup plan if it goes down.
• A staffing plan for your hours, including evenings, weekends and holidays.
• Hiring profile, language testing and the training plan for your program.
• Agent attrition numbers and how they keep good agents.
• The quality assurance process, with a sample scorecard and real call reviews.

Commercial terms

• Pricing model, minimums and any setup fees, all in writing.
• Notice periods for ramping up and down.
• Service levels, reporting and what happens when targets are missed.
• Exit terms, transition support and ownership of your data and content.

Our guide to customer service outsourcing contracts covers each clause in detail.

Proof

• Case studies in your industry with real numbers.
• References you can call.
• The option to start with a pilot before a full rollout.

You can see real results in our case studies.

How AI is changing call center outsourcing

AI has not replaced outsourced agents, but it is changing what they do. Zendesk’s CX Trends 2026 report found that 70% of customers expect the people helping them to have the full context of their issue. The winning setup combines AI for speed with people for judgment.

• Fewer simple contacts reach agents. Chatbots and voice bots handle order status, password resets and basic questions, so the contacts that reach agents are more complex and take longer.
• Agents get real-time help. Agent assist tools suggest answers and summarize calls, which cuts after-call work.
• Quality checks scale up. AI scoring lets providers review far more conversations than manual sampling alone.
• Pricing is changing. Ask whether AI is priced per conversation, per resolution or bundled into the agent rate, and who owns the transcripts and training data.

Read more about how AI and BPO work together.

Personal experiences of Callzilla’s team

The true measure of a company’s culture and effectiveness lies in the experiences of its employees. At Callzilla, team members’ testimonials provide valuable insights into the organization’s work environment and operational excellence.​

Employee Engagement and Development

Callzilla has implemented various initiatives to foster employee engagement and professional development. The introduction of a book club, for instance, has facilitated knowledge sharing and continuous learning among team members. Starting with “Heels to Deals” by Heidi Solomon-Orlick, the book club has provided inspiration and practical insights, contributing to personal and professional growth. Such initiatives reflect Callzilla’s commitment to creating a culture of continuous improvement and employee empowerment.

Team Bonding and Support Activities

Recognizing the importance of a cohesive team, Callzilla has organized various activities aimed at fostering team bonding and providing support. Engagement activities such as holiday parties, virtual group activities, and employee recognition programs have contributed to a positive work environment. Additionally, support activities including counseling sessions and health and safety initiatives demonstrate Callzilla’s holistic approach to employee well-being. ​

In summary

Outsourcing your call center operations is a strategic decision that can yield significant benefits when aligned with the right partner. Callzilla offers a compelling nearshore outsourcing solution characterized by strategic location, multilingual capabilities, advanced technology, and a steadfast commitment to employee satisfaction. By choosing Callzilla, businesses can enhance their customer experience, achieve operational efficiency, and foster a partnership built on trust and mutual growth.

As you consider the future of your customer service operations, reflect on the potential of a partnership with Callzilla. Our dedication to excellence, innovation, and people-centric values positions us as more than just a service provider, we are a partner invested in your success. Let’s embark on this journey together, transforming customer experiences and driving business growth.

Call center outsourcing FAQ

What is call center outsourcing?

Call center outsourcing is hiring an external provider to handle some or all of your customer contacts, including calls, chats, emails and messages, using the provider’s agents, technology and management.

How much does call center outsourcing cost?

Typical fully loaded rates are about $12 an hour in the Philippines, $13 in India, $14 in Colombia and $15 in Mexico, compared with about $35 an hour for a US onshore vendor, according to rethinkCX’s BPO Cost Index. A full-time nearshore agent in Colombia costs roughly $2,240 a month.

What are the benefits of outsourcing a call center?

The main benefits are lower cost per agent, longer hours or 24/7 coverage, new languages such as native Spanish, faster scaling for peaks and launches, and ready-made quality management, technology and compliance.

What call center services can be outsourced?

Common services include inbound customer service, technical support and help desk, outbound sales and retention, back office work, after-hours and overflow coverage, bilingual support and conversational AI.

How do I choose a call center outsourcing company?

Shortlist three to five providers, send the same RFP to each, and compare them on coverage, language quality, compliance, industry proof, quality management, technology, pricing and launch plan. Our list of the best customer service outsourcing companies compares 11 providers.

How long does it take to set up an outsourced call center?

Most programs launch in a few weeks to a couple of months, depending on hiring, training, systems access and compliance reviews. A pilot with part of your volume is a good way to start.

Is nearshore or offshore call center outsourcing better?

Nearshore is usually better for US business hours, native Spanish and complex contacts. Offshore is usually better for the lowest hourly cost and high-volume, simpler contacts. Read our full comparison of nearshore vs offshore.

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