Top 50+ Call Centers agencies

A call center agency is responsible for managing one or more call centers. Call center agencies often supervise large teams of call-center representatives and are tasked with ensuring customer satisfaction by the companies that engage their services.

Call center staffing agencies specialize in filling call center jobs and often on board and train call center professionals. While outsourcing customer support is increasingly popular, some companies operate in-house call centers and prefer to engage customer service representatives via direct hire.

A call center is responsible for handling inbound or outbound communications on behalf of a company.

At an inbound call center, agents answer telephone inquiries from customers, potential clients, job seekers, and other callers. At an outbound call center, reps place calls to customers for sales, surveys, debt collection, or to follow up on a previous inbound call. Whether the call is inbound or outbound, call center agents are expected to be friendly, helpful, and to take a personalized approach to their job.

When a call center handles other types of communications apart from inbound and outbound telephone calls (such as emails and text messages), it is known as a contact center.

It is expensive and time-consuming for companies to operate in-house call centers and help desks. Organizations can save money and ensure a better customer support experience by forging partnerships with call center operators and customer service staffing agencies. Freed from handling the hiring process for customer service jobs, businesses can concentrate on higher-value tasks.

Call centers often operate around the clock, which means a typical day for a call center agent can start at any hour. At an inbound call center, agents are expected to take up to 50 calls a day and offer personalized, thoughtful solutions to any problems customers may have. If they can't resolve a customer's issue, an agent may need to transfer the call to the center supervisor or other authority.

The average monthly pay for call center positions is $2,719 per month or around $16 per hour. This is the national average for the United States, and call center agent pay may vary by city, state or region. You can check rates for call center workers on Upwork to compare what freelancers are making, as well.