Call centre companies in 2024

With the threat of a global recession looming large the prospect of the IT industry, in general, looks gloomy. However, companies with call centres are not planning to slow down any time soon. 

Did you know that in 2020, US call centre businesses employed around 2.83 million people? By 2027 the market is set to reach US $607.6 billion, growing at a CAGR of 6%. 

In this article, we discuss why the call centre industry plays an important role and what kind of businesses can benefit from the industry.

Why Do You Need Call Centres?

Call centres are offices that handle calls from customers. Customer services/support teams providing troubleshooting information or redirecting the calls to another department within the company can come under the call centre. 

According to a survey, around 84% of consumers felt that the customer experience provided by a company is as important as the services and products they offer. In short, customers expect you to respond to them on time when they call or message you.

Advantages Of Call Centres

Some of the advantages of having a call centre or deploying call centre technology include:

• Increased customer satisfaction
• Improved sales and reduced lost opportunities
• Enhanced brand value and customer loyalty
• A professional image for your brand

So, to keep your customers happy and loyal, you need to adopt call centre technologies.

How To Take Advantage Of Call Centres?

There are two ways for you to take advantage of call centres:

• Set up an in-house customer support team and equip them with call centre software that allows outbound and inbound calls and offers other advanced features.
• Hire companies with call centres to take care of your customer support requirements remotely. 

What Industries Use Call Centres The Most?

Any business with an extensive B2C component can immensely benefit from the cloud-based call centre technology and companies with call centres. Listed below are some of the businesses that can benefit from call centre companies and technologies:

Banking And Finance

The banking and finance sector can use call centre software to automate workflows and manage and maintain their offerings. Customer support teams that are equipped with advanced tools can easily handle inquiries regarding policies and offering with the help of smart call centre software.

Healthcare

A business from the healthcare sector can benefit from companies with call centres. Many healthcare companies have offices in multiple locations with several physicians and staff. By hiring a support team or setting up one in-house team, you get a centralized system that smoothens your operations.

Travel And Transportation

The travel and transportation industry can use companies with call centres or related technologies to deliver better customer service. By adopting automation technologies such as contact centre software or call centre software you can easily share travel details, cancellations, shipping, etc. with customers

Consulting Services

Consulting services with their varied client base that spans across the globe can benefit immensely from call centres and related technologies. The adoption of call centre technologies can help them record every point of client contact and ensure the distribution of information between departments and teams.

What Is The Biggest Call Centre Company?

Now, let us look at some of the biggest and largest call centre companies in the USA. Some of the biggest companies with call centres in terms of employees span around industries such:

• Business process outsourcing (BPO)
• Telecommunications
• Financial services
• Healthcare

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Here is a list of the 10 biggest call centre employers in the USA:

1. Alorica
2. AT&T
3. Blue Cross Blue Shield
4. Wells Fargo
5. Verizon
6. Citigroup
7. Conduent
8. Bank of America
9. JPMorgan Chase & Co.
10. State Farm Insurance

What Company Has The Best Call Centre Solution?

Find below a list of the top three companies that offer some of the industry-leading call centre solutions and technologies:

1. Ringover

Ringover offers call centre software that helps a company to manage its incoming and outgoing call flows efficiently. The cloud-based solution is easy to set up and they have solutions and plans that fit the needs of businesses of all sizes.

Ringover Plans And Features

Smart

• Unlimited calls to 110 global destinations
• Host local number from 43 countries
• Video calls
• Custom greetings
• Call recording
• £19 user/month
  

Business

• All features in the Smart plan +
• Live call monitoring
• Advance analytics & reporting
• 2 integrations
• £39 user/month

Advanced

• Localised numbers thansk to the Nearest Number feature
• Support for specific developments
• 3 software integrations
• And all features in the Smart and Businerss plans
• £49 user/month

2. GetCallers

If you are looking for a virtual assistant to take care of your data entry, social media management, calendar scheduling, etc. GetCallers can help. The platform can also help you generate and close leads.

GetCallers Plans And Features

35 Hours/Week

• Unlimited lead upload
• Live transfers
• Recordings hours
• Appointment setting (Outlook/Google/ Calendly)
• Script & rebuttal support
• Assistance in obtaining lead lists from other vendors
• $5.75 per hour for 3+ agents

The one-time setup cost is $50. If you choose per-agent pricing, the charges will be different. You can purchase features such as CRMs with automation, reporting portal with call recording, etc. for an additional cost.

3. Davinci

Davinci offers a virtual live receptionist that can answer the phone and do more for you.

Davinci Plans And Features

Business Plan Features

• Free local or toll-free number
• Live call answering service
• Call forwarding and screening
• Advanced call routing and conferencing
• Auto receptionist
• $129 per month > 50 live answer minutes 
• $239 per month > 100 live answer minutes

Premium Plan Features

• All the features of Business plans +
• Appointment scheduling
• Outbound calling
• Order processing
• Bilingual virtual receptionist
• $249 per month > 50 live answer minutes 
• $319 per month > 100 live answer minutes

Bottom Line for Call Centres in 2024

Businesses of any size can take advantage of companies with call centres. Even if you don’t want to hire an external support team or set up an extensive in-house team, you can still use call centre software such as Ringover to automate custom greetings, call routing, or call forwarding. 

Know how you can benefit from their cutting-edge call centre software.