11 Best Customer Service Outsourcing Companies (2026)

The best customer service outsourcing companies in 2026 are Callzilla for bilingual nearshore support from its Bogotá contact center in Colombia, Concentrix and TP for global enterprise scale, TaskUs for fast-growing tech brands, Liveops for flexible US-based capacity, and Influx for small teams that want published monthly pricing. The right choice depends on where your customers are, which languages and hours you need, and how much compliance your industry demands.

We are Callzilla, a customer service outsourcing company, so we have an obvious bias and we are telling you up front: we put ourselves first on this list. Everything else on this page is written to be useful even if you never talk to us. Every fact about every company comes from that company’s own website, checked on October 1, 2026, and where a company does not publish something, we say so instead of guessing.

Key takeaways

• Pick the delivery model first, then the vendor. Nearshore Latin America covers the full US business day, while offshore Asia usually means a US night shift for agents.
• Location drives price more than brand. Fully loaded rates run about $12 to $15 an hour in the Philippines, India, Colombia and Mexico, versus about $35 in the US. For 10 full-time agents, that is a difference of roughly $416,000 to $478,000 a year.
• The pricing model matters as much as the rate. Per hour, per agent, per contact and outcome-based pricing each reward different behavior, so match the model to how your volume moves.
• Ask for proof, not logos. Request the actual SOC 2 Type II report, a named site, real QA samples and attrition numbers before you sign.
• Plan for AI and humans together. The best programs let AI handle simple, repeatable requests and pass everything else to a person with the full context.

Quick comparison: 11 customer service outsourcing companies

How we built this list

Most “best outsourcing companies” lists are written by one of the companies on them, and this one is no exception. So here is exactly how we did it, and you can judge it for yourself:

• Every fact comes from the company’s own website, checked on October 1, 2026. We did not use review-site summaries or old press coverage.
• We only included facts we could confirm. If a company does not publish its headcount, pricing or certifications, we say so.
• We compared on what buyers actually ask about: where agents are based, which languages they speak, how pricing works, what compliance they hold, and who each company is really built for.
• Every company gets a watch-out, including us. No provider is right for everyone.

The 11 best customer service outsourcing companies

1. Callzilla: best for bilingual nearshore support on US time zones

Callzilla is a nearshore contact center headquartered in Miramar, Florida, between Fort Lauderdale and Miami, with its main contact center in Bogotá, Colombia, and remote teams across Colombia and in South Africa. The Bogotá center operates 24/7/365, and the company has more than 20 years of experience running customer support programs.

• Languages: native English and Spanish, with additional languages including French and Portuguese. Learn more about our Spanish contact center.
• Compliance: PCI DSS, SOC 2 Type II, HIPAA and CCPA compliance, plus ISO 27001 and ISO 9001:2015 certification. Details are on our certifications page.
• Services: inbound customer care and support, technical support, back office support, outbound sales and conversational AI working alongside human agents.
• Industries: e-commerce and retail, healthcare and insurance, financial services, technology and IT help desk, travel and media.
• Recognition: a Bronze Stevie Award for Outsourcing Provider of the Year in 2023, and Callzilla’s Neal Topf was named to ICMI’s Top 25 Thought Leaders of 2025. See our awards.
• Results: for an e-commerce health and beauty brand, Callzilla reports tripling average order value to $299 with 85% first-contact resolution. More examples are in our case studies.
• Pricing: quote based, with dedicated agents, shared agents or a mix.

Best for: US companies that need bilingual English and Spanish support during US business hours, especially in e-commerce, healthcare and financial services.

Watch-out: Callzilla does not publish prices, and nearshore Colombia costs a little more per hour than the lowest-cost offshore markets. If your only goal is the lowest possible hourly rate, an offshore provider may quote less.

Ask them: “Which of our hours will be covered from Bogotá and which by remote teams, and what would a dedicated versus shared agent model cost for our volume?”

2. Concentrix: best for global enterprises

Concentrix is a publicly listed, global customer experience company. It runs customer support, CX technology, analytics and AI programs for very large brands across many countries and industries.

• Delivery: global, with operations across many countries.
• Pricing: quote based.

Best for: global enterprises that want customer service, analytics and technology from one large vendor.

Watch-out: it is built for enterprise scale, so smaller programs may get less attention than they would at a mid-sized provider.

Ask them: “What is the minimum program size you take on, and who will be our day-to-day account lead?”

3. TP (formerly Teleperformance): best for high-volume multilingual programs

TP, headquartered in Paris, describes itself as a global leader in digital business services, with nearly 490,000 employees in nearly 100 countries managing programs in about 400 languages across 170 markets.

• Languages: about 400.
• Pricing: quote based.

Best for: very large programs that need many languages and countries at once.

Watch-out: as with any provider this size, small and mid-sized programs should confirm the level of senior attention they will get.

Ask them: “Which country and site will our team sit in, and how do you handle a language we only need a few hours a day?”

4. TaskUs: best for fast-growing tech, gaming and fintech brands

TaskUs was founded in 2008 and now has more than 63,000 employees worldwide, supporting more than 30 languages from delivery sites around the world.

• Services: customer experience, trust and safety and AI services.
• Pricing: quote based.

Best for: high-growth digital brands, especially those that also need content moderation or trust and safety work.

Watch-out: a growing share of its business is AI data and safety work rather than classic customer support, so check that your program is core to their team.

Ask them: “Which delivery site would support us, and how much of that team works on customer support versus other services?”

5. Liveops: best for flexible, seasonal US capacity

Liveops gives companies access to a network of certified, independent contractor agents who work from home. It supports brands with customer service in the US and in other regions, including Mexico and the Philippines, and offers bilingual support.

• Model: independent at-home agents rather than a traditional contact center.
• Pricing: quote based.

Best for: programs with big seasonal swings, such as open enrollment or holiday peaks (see our guide to staffing for peak season), that need US-based capacity on short notice.

Watch-out: agents are independent contractors, not employees, which some companies prefer and others do not.

Ask them: “How do you guarantee capacity in our peak weeks, and how do you train and quality check independent agents?”

6. Helpware: best for dedicated teams with flexible billing

Helpware was founded in October 2015 and says it operates from 19 locations worldwide. It offers dedicated agent teams with several billing options, including hourly, subscription, per transaction and outcome-based models.

• Pricing: quote based, with multiple billing models.

Best for: companies that want a dedicated team and a billing model that matches how their volume behaves.

Watch-out: with 19 locations, confirm exactly which country and site your team will sit in.

Ask them: “Which of your billing models fits our volume pattern, and at which location would our team be based?”

7. Hugo: best for cost-focused offshore teams

Hugo is headquartered in Chicago and says it has more than 4,500 employees worldwide, with offshore teams based in Africa.

• Pricing: quote based.

Best for: companies that want offshore support with an emphasis on cost.

Watch-out: offshore time zones mean you should confirm coverage for US evenings and weekends before signing.

Ask them: “Which hours of the US day can you staff reliably, and what does evening or weekend coverage cost?”

8. Horatio: best for nearshore teams in the Caribbean and Central America

Horatio is a nearshore customer experience company with locations in the Dominican Republic (Santo Domingo and Santiago), Colombia and Honduras.

• Pricing: quote based.

Best for: US brands that want nearshore support close to US time zones.

Watch-out: delivery is concentrated in a few countries, so confirm backup and continuity plans.

Ask them: “Which site would we start in, and what happens to our program if that site goes down?”

9. SupportNinja: best for startups and scale-ups

SupportNinja was founded in 2015 in Austin, Texas. It lists HIPAA, GDPR, PCI-DSS 4.0, SOC 2 Type 2 and CCPA under security and compliance.

• Pricing: quote based.

Best for: startups and scale-ups that want a team embedded in their own tools and processes.

Watch-out: no published pricing or headcount, so ask for both early.

Ask them: “What is your minimum team size, and what is a typical monthly cost per agent for our channel mix?”

10. Influx: best for small teams that want published pricing

Influx is one of the few providers that publishes its prices. According to its pricing page, dedicated “Talent as a Service” agents start from $1,400 a month in APAC and $1,700 a month in the Americas, part-time agents start from $1,000 a month, and managed operations start from $2,000 a month in APAC or EMEA and $2,100 a month in the Americas. There is no setup fee and no long-term contract.

• Coverage: 24/7 across the Americas, EMEA and APAC.
• Pricing: published and month to month.

Best for: small and mid-sized brands that want to start fast with clear monthly pricing and no lock-in.

Watch-out: published starting prices are for entry-level agents, so specialist or multilingual roles will cost more.

Ask them: “What would our price be for the exact skills and languages we need, beyond the starting rate?”

11. TELUS Digital: best for enterprises that want CX plus digital services

TELUS Digital is the digital customer experience business of Canadian telecom company TELUS, offering customer support alongside digital and AI services for large enterprises.

• Delivery: global, multi-country.
• Pricing: quote based.

Best for: enterprises that want customer experience and digital transformation services from one partner.

Watch-out: it is built for enterprise programs, so smaller buyers should confirm minimums.

Ask them: “What is the minimum program size, and can we buy customer support on its own, without a wider services contract?”

Onshore, nearshore or offshore: which model fits you?

Before you compare companies, decide on the delivery model, because it shapes cost, time zones and language more than any single provider does.

• Onshore (US-based agents): the highest cost and the easiest cultural fit. The US Bureau of Labor Statistics puts the median pay for customer service representatives at $21.53 an hour in 2025, before benefits, management, tools and facilities.
• Nearshore (Latin America): close to US time zones, strong English and Spanish talent, and lower cost than onshore. Colombia and Mexico are the most common choices for US companies.
• Offshore (Asia and Africa): usually the lowest hourly cost and large talent pools, with less overlap with US business hours.

For a full comparison of the trade-offs, read our guide on nearshore vs offshore.

Time zone overlap: who is awake when your customers call

Time zones are the most underrated factor in choosing a provider. Here is what a standard US Eastern business day looks like on the clock in each major outsourcing location:

Two things stand out. First, Latin American locations cover the US day as a normal daytime shift, and Colombia does not change its clocks, so it lines up with Eastern time in winter and sits one hour behind in summer. For West Coast hours of 9 a.m. to 5 p.m. Pacific, Bogotá agents work roughly 11 a.m. to 7 p.m. or noon to 8 p.m. Second, Asian locations cover the US day on a night shift. Offshore providers run night shifts every day, so this works, but ask how they staff, supervise and keep people on those shifts. Read more on what sets Bogotá apart and on South Africa’s outsourcing potential.

How much does customer service outsourcing cost?

Most providers quote custom prices, so it helps to know the market range before you ask. rethinkCX’s BPO Cost Index (May 2026) lists typical fully loaded hourly rates, meaning wages, benefits, management, tools and facilities included, of about:

• Philippines: about $12 an hour
• India: about $13 an hour
• Colombia: about $14 an hour
• Mexico: about $15 an hour
• United States: about $35 an hour

Your actual price depends on the pricing model (hourly, per agent per month, per contact or per outcome), the channels you need, the languages, your hours of coverage, and how complex your product is. Our guide to contact center outsourcing pricing factors walks through each one.

A worked example: 10 full-time agents in five countries

To make the rates real, here is what 10 full-time agents cost per year at those index rates, assuming 2,080 paid hours per agent per year (40 hours a week for 52 weeks):

Why is the US figure so much higher than the wage? The Bureau of Labor Statistics puts the median annual pay of a US customer service representative at $44,770. For 10 people, that is about $447,700 in wages alone, before payroll taxes, benefits, recruiting, training, supervisors, quality assurance, workforce planning, software, telephony and office space. Once you add those, a fully loaded rate of about $35 an hour is easy to reach. Our guide on how to calculate outsourced customer service cost walks through each line.

One more thing most comparisons skip: paid hours are not the same as hours on the phone. Breaks, training, coaching, meetings, sick days and vacation all take agents off the queue. So keeping 10 seats staffed all day takes more than 10 people on the payroll. Ask every provider whether their quote is per productive hour or per paid hour, and how they plan for that gap.

Pricing models explained

• Per hour: you pay for every staffed hour. It suits steady, predictable volume. The catch is that quiet hours still cost you money.
• Per agent per month: a fixed monthly price per dedicated agent. It suits programs that need deep product knowledge. You pay for the seat whether it is busy or not.
• Per contact or per minute: you pay for each call, chat or email handled. It suits spiky or low volume. Watch that it does not reward rushing customers off the line.
• Outcome-based: pricing tied to sales, saves or resolved issues. It suits sales and retention work. Define the outcome precisely in the contract.
• Dedicated versus shared agents: shared agents work across several clients and cost less, which suits simple, lower-volume support. Dedicated agents only work on your brand and learn it deeply.

How to choose the right customer service outsourcing company

Use these questions to narrow your shortlist quickly:

• Where will my agents actually sit? Ask for the specific country, city and site, not just a region.
• Do they cover my hours? Make sure they can staff your peak hours, evenings and weekends in your customers’ time zones.
• Do they speak my customers’ languages natively? Bilingual English and Spanish support matters for a large share of US customers.
• What compliance do they hold? If you take payments or handle health data, look for PCI DSS, SOC 2 Type II and HIPAA. Our overview of contact center certifications explains what each one covers.
• Have they done this in my industry? Ask for case studies with real numbers, such as first-contact resolution and customer satisfaction.
• How fast can they launch? Ask for a week-by-week plan for hiring, training and going live.
• How will we measure success? Agree on targets for response time, resolution, quality and customer satisfaction before signing.
• How easy is it to scale up or down? Check notice periods, minimums and what happens at peak season.

For a deeper walkthrough, see our guide on how to choose the best call center outsourcing company and our complete call center outsourcing guide.

A simple scorecard to compare vendors

Once you have three to five providers on your shortlist, score each one from 1 to 5 on every row, multiply by the weight and add it up. Change the weights to fit your business. A healthcare company might give compliance 25%, for example. This is the scorecard we suggest:

For more on how to judge quality, see our guide to contact center quality assurance.

Red flags to watch for

• They cannot name the site. If a provider will not tell you which city and building your agents will work from, you cannot judge time zones, language or risk.
• Logos instead of reports. A compliance badge on a website is not a SOC 2 Type II report. Ask for the report itself, under NDA if needed.
• No straight answer on attrition. Agent turnover drives quality. A good provider tracks it and will share it.
• Pricing with no minimums or ramp terms in writing. Hidden minimums and setup fees often show up later in the contract.
• Long lock-in with no exit. Look for a clear exit clause and a transition plan, including who owns your data, scripts and knowledge base.
• A sales team that will not let you meet operations. Ask to meet the person who will actually run your program before you sign.

What to put in the contract

The contract is where good intentions become numbers. Agree on these before you sign:

• Service level: the share of contacts answered within a set time. A common target for voice is 80% of calls answered within 20 seconds, but set yours to what your customers expect on each channel.
• Response and resolution times: separate targets for phone, chat, email and messaging.
• Quality: a shared QA scorecard, how many contacts are reviewed each week and who calibrates the scores.
• Customer outcomes: first-contact resolution and customer satisfaction targets, measured the same way you measure them today.
• Staffing: how forecasts are shared, how fast the team can grow for peaks, and how attrition is reported.
• Remedies: what happens when targets are missed, such as service credits or a recovery plan.
• Exit and data: notice period, transition support, and confirmation that your data and content stay yours.

Our guide to creating effective customer service outsourcing contracts goes deeper on each clause.

Where AI fits: AI, human or hybrid support

Customers now expect speed and continuity. Zendesk’s CX Trends 2026 report found that 72% of customers want immediate service, and 70% expect the people helping them to have the full context of their issue. That points to a hybrid model rather than AI alone or humans alone:

• Let AI handle: order status, password resets, store hours, simple policy questions and after-hours triage.
• Keep humans on: complaints, billing disputes, cancellations and saves, complex technical issues, and anything involving health or financial details.
• Get the handoff right: when AI passes a customer to a person, the agent should see the whole conversation so the customer never repeats themselves.

When you talk to providers, ask three questions: how their AI and human agents hand off, who owns the AI training data and transcripts, and whether AI is priced separately from human support. See how we approach AI and BPO working together.

What a good first 90 days looks like

Timelines vary with team size and compliance needs, but a healthy launch usually follows these stages:

• Weeks 1 to 2, discovery: share contact volumes, top contact reasons, current metrics, tools and your brand voice. Sign the contract and security reviews.
• Weeks 3 to 4, hiring and setup: the provider recruits agents, and both sides set up access to your help desk, CRM and phone system.
• Weeks 5 to 6, training: product and policy training, then supervised practice on real contacts. Our guide to training outsourced agents covers what good looks like.
• Weeks 7 to 8, soft launch: start with a share of your volume or one channel, with daily check-ins and fast fixes.
• Weeks 9 to 12, optimize: move to full volume, review QA and customer satisfaction weekly, and update the knowledge base as gaps appear.

Is outsourcing customer service worth it? Pros and cons

The advantages:

• Lower cost per hour, especially with nearshore or offshore teams.
• Longer hours and 24/7 coverage without building night shifts yourself.
• New languages, such as native Spanish, without hiring in new markets.
• Faster scaling for launches and peak seasons.
• Ready-made compliance, quality management and workforce planning.

The disadvantages:

• Less direct control over hiring and day-to-day coaching.
• Product knowledge takes time to build, so the first weeks need close attention.
• Time zone gaps if you choose an offshore location for US customers.
• Switching providers later takes effort, so the first choice matters.

For most growing companies, outsourcing is worth it when contact volume is large enough to keep a dedicated team busy, or when you need hours or languages you cannot staff yourself. If you want to manage the risk, some companies split volume between two providers. Read about the champion challenger model.

Customer service outsourcing by industry

• E-commerce and retail: order tracking, returns, payment issues and peak-season volume. See our e-commerce call center services.
• Healthcare: patient scheduling, benefits questions and HIPAA-compliant handling of health information. See our healthcare call center services.
• Technology and SaaS: tiered technical support and help desk coverage. See our IT help desk call center.
• Financial services: PCI-compliant payment handling, account servicing and fraud-sensitive conversations.

Frequently asked questions

What is a customer service outsourcing company?

A customer service outsourcing company is a provider that handles your customer support for you, answering calls, chats, emails and messages on your behalf with its own trained agents, technology and management. Companies outsource to reduce cost, add languages or hours, and scale faster than they could by hiring in-house. Learn more about what outsourced customer service is.

What are the largest customer service outsourcing companies?

The largest providers are global companies such as TP (formerly Teleperformance), which reports nearly 490,000 employees in nearly 100 countries, and Concentrix. TaskUs and TELUS Digital are also large global providers. Mid-sized and nearshore specialists such as Callzilla, Horatio and Helpware often suit smaller and mid-market programs better.

How much does it cost to outsource customer service?

Fully loaded hourly rates typically range from about $12 in the Philippines and $14 in Colombia to about $35 in the United States, according to rethinkCX’s BPO Cost Index. Some providers publish monthly prices: Influx, for example, lists dedicated agents from $1,400 to $1,700 a month depending on region.

Is nearshore or offshore customer service better?

Nearshore is usually better when you need overlap with US business hours, native-level English and Spanish, and easier collaboration. Offshore is usually better when lowest hourly cost and very large scale matter most. Many companies use both, with nearshore teams for complex or bilingual work and offshore teams for high-volume, simpler contacts.

Which customer service outsourcing companies offer bilingual English and Spanish support?

Nearshore providers in Latin America are the usual choice for English and Spanish support. Callzilla, for example, provides native English and Spanish support from Colombia, and Liveops also offers bilingual support.

What certifications should a customer service outsourcing company have?

At minimum, look for SOC 2 Type II for security controls. Add PCI DSS if agents handle payments, HIPAA if they handle health information, and ISO 27001 for information security management. Ask for current certificates or reports, not just logos on a website.

How long does it take to outsource customer service?

Most programs take from a few weeks to a couple of months to launch, depending on hiring, training, systems access and compliance reviews. Ask every provider for a week-by-week launch plan before you sign.

Is outsourcing customer service worth it?

Usually yes, when your contact volume can keep a dedicated team busy or when you need hours or languages you cannot staff yourself. For 10 full-time agents, moving from a fully loaded US rate of about $35 an hour to a nearshore rate of about $14 saves roughly $437,000 a year. The trade-off is less direct control, so choose a provider with strong quality management and reporting.

What is the difference between a BPO and a call center?

A BPO, or business process outsourcing company, runs business functions for other companies, which can include customer service, back office work, finance and data tasks. A call center is a team that handles phone calls. Many customer service outsourcing companies are BPOs that run contact centers covering phone, chat, email and messaging.

Can I outsource only part of my customer service?

Yes. Many companies outsource one channel such as chat or email, after-hours and weekend coverage, overflow during peak season, or one language such as Spanish, while keeping the rest of the team in-house.

What SLAs should a customer service outsourcing contract include?

Include a service level for each channel, response and resolution times, a shared quality scorecard, first-contact resolution and customer satisfaction targets, staffing and attrition reporting, remedies for missed targets, and clear exit and data ownership terms. A common voice target is 80% of calls answered within 20 seconds.

If you are building a shortlist and want a second opinion on your program, book a free CX assessment with our team.