What are the services of a call center?

The services of a call center include handling incoming calls, managing outbound sales and follow-up, providing technical support, and supporting back-office processes. Together, these call center outsourcing services help businesses maintain consistent customer experiences and support growth without overloading internal teams.

How do I know if my business needs a call center?

You may need a call center if customer inquiries are increasing beyond what your internal team can handle without delays or service issues. You can utilize BPO consulting to evaluate your support volume, service gaps, and outsourcing options before committing to a service provider. This is especially helpful when extended hours, multi-channel coverage, or seasonal demand make in-house staffing difficult to manage.

How much do call centers charge per hour?

Call center pricing typically ranges from about $10 to $35 per hour, depending on location, service type, and call center agent skill level. Onshore teams usually cost more than nearshore or offshore options, which offer lower hourly rates for comparable support.

How can call center services improve customer satisfaction?

Call center services improve customer satisfaction by supporting faster response times, consistent service, and stronger customer relationship management across communication channels. Trained agents help resolve issues more efficiently, which reduces frustration and builds trust over time.

How do I measure the performance of an outsourced call center?

You can measure the performance of an outsourced call center by tracking service-level call center metrics such as response times, resolution rates, and customer satisfaction scores. Regular reporting and clear benchmarks help ensure the provider meets quality and performance expectations.

How do outsourced agents generate new sales leads?

Our outsourced lead generation partners are experts in what they do, and over the years, have developed several lead generation strategies to fill your sales pipeline. Some strategies involve heavy-duty research and hours of attempts to make contact, while others simply require spending time to call and qualify the overwhelming amount of leads that come in from your website. Either way, the end result is a list of thoroughly vetted and qualified prospects, prime for conversion.

What is the lead generation process?

Outsourced lead generation companies operate in a similar fashion to traditional telemarketing, but at a more intense scale. In some cases, lead generation agents act like private detectives, searching for the names and contact information of potential clients who meet the attributes of your target audience. When working on B2B lead generation, agents focus on identifying decision makers. All potential customers are entered into a CRM so that agents can track prospect status and log time spent reaching out. Once a large list of contacts has been identified, work begins on lead qualification. In this stage, call center agents make phone calls until they have established a connection and verified the contact’s details. Bad leads (those who are not interested or who don’t meet attribute requirements) are marked as such and removed from the contact list. Qualified contacts can be sent to your sales team in small batches or as a complete list to fill your sales pipeline.

How do lead generation services integrate with outbound call centers?

Lead generation services can stand alone, where agents work to find, qualify, and send new leads that will optimize your in-house appointment-setting efforts. However, lead generation is just one of the call center solutions that our outbound calling partners can provide. When paired with more general outbound calling goals, the process involves contact center agents first identifying the lead, then working that lead until a sales appointment is set. At that point, processes are turned over to your sales team to finalize.

How do I know if my outsourced lead generation efforts are working?

You can work with your outsourced partner on quality monitoring of real-time metrics, or simply compare previous lead gen efforts with new results from your outsourced partners. You can also confirm that the customer experience is being maintained to your brand’s standards by listening to recordings between agents and callers. We’re confident that you’ll be satisfied with your call center outsourcing results.

Is lead generation a popular business function to outsource?

Yes, as businesses grow, we have noticed that lead generation efforts are becoming more and more commonly outsourced amongst our clients. Additional common BPO efforts include customer support, inbound call routing, and responding to social media communications — all operations that we support clients in outsourcing.

Call Center Services | TDS Global Solutions

Explore Our Call Center Services

Inbound & Customer Support Services

Support customers across phone calls, chat, email, SMS, and social channels with trained agents who follow your workflows and service standards for a consistent omnichannel experience.

Inbound Call Center Services

Outsourced inbound call center support helps manage incoming customer calls by answering questions, verifying needs, and routing callers to the right place.

Teams outsource inbound call support to:

Maintain answer times during call volume spikes
Screen and route calls to specialized departments
Reduce hold times without expanding internal phone staff

Customer Support

Outsourced customer support services help handle routine customer needs tied to accounts, billing, and product use.

Teams outsource customer support to:

Resolve password resets and account lockouts at scale
Answer product questions using approved help documentation
Handle refund requests and payment inquiries through established policies

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Live Chat

Outsourced live chat support helps website visitors get immediate assistance while browsing or completing purchases.

Teams outsource live chat to:

Guide visitors through product selection in real time
Resolve checkout errors before customers abandon carts
Answer shipping and return policy questions while browsing

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Email Support

Outsourced inbound call center support helps manage incoming customer calls by answering questions, verifying needs, and routing callers to the right place.

Teams outsource inbound call support to:

Maintain answer times during call volume spikes
Screen and route calls to specialized departments
Reduce hold times without expanding internal phone staff

Social Media Customer Support

Outsourced social media support helps manage customer questions and brand interactions across social channels.

Teams outsource social media support to:

Respond to public inquiries at scale
Protect brand reputation across platforms
Escalate sensitive issues through clear processes

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Technical Support

Outsourced technical support services help diagnose user issues and guide customers through troubleshooting using documented procedures.

Teams outsource technical support to:

Walk users through login issues and password resets
Replicate reported bugs using standard testing steps
Provide browser and device troubleshooting guidance

Outbound & Revenue-Driving Services

Outsourced outbound services support proactive customer contact for sales, renewals, collections, and lead qualification.

Outbound Call Center Services

Outsourced outbound call centers support customer outreach for renewals, win-back efforts, surveys, and post-purchase follow-up.

Teams outsource outbound calling to:

Increase contact rates across targeted call lists
Maintain consistent messaging across campaigns
Support higher outbound volume during active initiatives

Lead Generation

Outsourced lead generation services support early prospecting and qualification so sales teams spend time on real buying conversations.

Teams outsource lead generation to:

Filter out low-quality prospects earlier in the process
Improve the quality of leads passed to sales
Maintain steady top-of-funnel activity

Sales Outsourcing

Outsourced sales services support day-to-day selling activity, from first contact through opportunity follow-up.

Teams outsource sales functions to:

Extend selling capacity beyond existing teams
Maintain consistent follow-up across open opportunities
Support revenue growth without long hiring timelines

Telemarketing

Outsourced telemarketing services support large-scale outbound calling for campaign-based outreach and message testing.

Teams outsource telemarketing to:

Test messaging before broader rollout
Promote time-sensitive offers
Increase live conversations with target audiences

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Appointment Setting

Outsourced inbound call center support helps manage incoming customer calls by answering questions, verifying needs, and routing callers to the right place.

Teams outsource inbound call support to:

Maintain answer times during call volume spikes
Screen and route calls to specialized departments
Reduce hold times without expanding internal phone staff

Debt Collection

Outsourced debt collection services support outbound recovery efforts while maintaining compliant borrower communication.

Teams outsource debt collection to:

Improve recovery rates on outstanding balances
Maintain compliant borrower communication
Protect brand reputation during collections

Mortgage Lead Generation

Outsourced mortgage lead generation services support outreach and follow-up with potential borrowers.

Teams outsource mortgage lead generation to:

Identify serious buyers earlier in the home search process
Maintain contact with prospects throughout extended decision timelines
Keep loan officers focused on applications instead of prospecting calls

Back-Office & Specialized BPO Services

Move repetitive, rules-driven work to specialist teams to optimize internal resources, so your staff can focus on strategy, growth, and complex cases.