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Discover the core of customer-centric excellence with the top call centers in Chicago. These organizations revolutionize customer service and operational efficiency in a city brimming with various sectors and dynamic companies.
Chicago’s leading call centers feature standard and specialized solutions tailored to industry nuances, providing enhanced experiences for clients, customers, and end users. Consider the profiles of Chicago’s best call centers, servicing healthcare, finance, technology, and beyond.
This guide also explains vital criteria to help your business find its ideal outsourcing call center partner in Chicago. Keep reading to match with a service provider that best suits your needs.
Why Choosing the Right Call Center Service Provider Is Crucial
Chicago companies can benefit from call center services provided by business process outsourcing (BPO) companies. The city’s booming economy and diverse corporate scene make outsourced customer service and marketing operations vital.
Consider the following benefits of choosing the right call center service provider:
- Enhanced customer experience. The call center firm ensures that businesses can provide prompt and efficient customer support for high consumer satisfaction.
- Operational efficiency. The call center company helps streamline communication processes, handle large call volumes, and implement strategies to improve productivity.
- Positive brand image. The call center provider can deliver consistent, high-quality customer interactions for positive experiences.
- Undivided focus on core operations. Call center agents deal with customer issues, concerns, and inquiries, allowing you to concentrate on the core business.
- Scalable functions. The BPO partner offers flexible solutions and processes, enabling you to adjust to call volumes quickly.
- Integrated technology. The service provider can offer customer relationship management (CRM), reporting tools, and multichannel support to make your business more competitive.
- Cost-effective operations. Call center outsourcing for small businesses typically proves more affordable than running an in-house customer support team.
- 24/7 availability. Nearshore and offshore BPO companies can provide you with call center agents ready to work anytime.
- High compliance and security. The right call center adheres to industry regulations and ensures customer data safety and privacy.
But where do you start looking for call center service providers if you are a first-timer? The internet, social media, and referrals are the most common ways to start searching for your outsourcing partner.
To help you with your search, we present below Chicago’s top-tier call center service providers.
Top 10 Call Center Service Providers in Chicago
Let us check out the leading call center providers in the Windy City.
The information provided below comes from Clutch, a business-to-business (B2B) ratings and reviews website, and the official websites of the BPO providers.
1. Unity Communications
Main office: Gilbert, Arizona, U.S. Staff number: 250 – 999 Services offered: call center services, customer service, contact center as a service (CCaaS) solutions, accounting, back-office outsourcing |
Unity Communications is one of the top call centers in Chicago, with offices in the Philippines, Mexico, and Costa Rica. It caters to Australian, North American, and European businesses seeking specialist teams to enhance their internal departments.
In addition, the service provider assists small and medium-sized businesses (SMBs) and startups new to outsourcing. It helps them deliver precise, transparent services that allow clients to focus on business growth and other primary objectives.
Unity Communications’s modern information technology (IT) and virtual and private branch exchange (PBX) networks ensure a faultless client experience. SMBs and startups use these services to portray a worldwide presence while being responsive and adaptable.
2. Remote CoWorker
Main office: Hollywood, Florida, U.S. Staff number: 1,000 – 9,999 Services offered: call center services, customer service, sales, accounting, back-office outsourcing, finance, and human resources (HR) consulting |
Remote CoWorker is among the top call centers in Chicago, providing virtual assistants (VAs) and administrative professionals around the clock. The organization, founded in 2007, serves industries such as automotive, consumer products and services, dentistry, advertising and marketing, and real estate.
Its third-party workers specialize in different operations, including customer support, CRM, administrative tasks, live chat, sales and billing, bookkeeping, consulting, and marketing.
3. Foundever (formerly SYKES)
Main office: Miami, Florida, U.S. Staff number: 10,000+ Services offered: customer service outsourcing, call center services, sales, back-office outsourcing, social media marketing |
Foundever, formerly known as Sitel, is a company that was formed after it acquired Sykes Enterprises in June 2021. In March 2023, Sitel and Sykes fully merged to form Foundever. It is one of several top call centers in Chicago, offering different consumer engagement services, such as customer assistance, technical help, and multichannel communication solutions.
Education, communications, energy and utilities, financial services, healthcare, insurance services, retail, SMBs, technology, and travel are among its industries. The BPO company serves North America, Latin America, Asia Pacific, Europe, the Middle East, and Africa.
4. NCC
Main office: Oak Brook, Illinois, U.S. Staff number: 50 – 249 Services offered: call center services, back-office outsourcing |
Nationwide Credit & Collection, Inc. (NCC) is one of the top call centers in Chicago, offering full-cycle revenue and billing services for hospitals and healthcare professionals. The company was founded in 1969 and has been the premier collection agency for many of the city’s most prominent hospitals and physician groups for over 40 years.
The call center company’s services include revenue cycle management (RCM), collections, and billing. It has a lengthy history in the healthcare space and has established successful partnerships with many clients. It has an A+ Better Business Bureau (BBB) rating and has been accredited since 1995.
5. Cloud5 Communications
Main office: Chicago, Illinois, U.S. Staff number: 250 – 999 Services offered: call center services, IT managed services |
Cloud5 Communications is among the top call centers in Chicago, focusing on communications services for the hospitality, multi-dwelling units, retail, and e-commerce industries. Established in 2006, it offers contact center services, cloud-based PBX, high-speed internet access (HSIA), and session initiation protocol (SIP) trunking.
The third-party vendor is also a certified Internet provider for Marriott and Hyatt hotels, overseeing their systems for compliance with industry standards. It was formed in 2006 and offers 24/7 support to existing clients.
6. Consolidated CCS
Main office: Chicago, Illinois, U.S. Staff number: 10 – 49 Services offered: call center services, customer service |
Established in 2010, Consolidated CCS is one of several top call centers in Chicago, delivering nationwide directory assistance, operator services, and outsourced call center services. It offers professional answering services for businesses and individuals, with experienced agents trained to handle different calls around the clock.
The call center agency also provides technical support, order taking, dispatching, call screening, alarm monitoring, and intelligent escalation for maintenance technicians. It also handles Health Insurance Portability and Accountability Act of 1996 (HIPAA)-compliant services and call screening for providers, home care, hospice, and medical transportation.
7. Access One
Main office: Chicago, Illinois, U.S. Staff number: 50 – 249 Services offered: call center services, IT managed services, business intelligence and big data consulting |
Started in 1993, Access One is one of the top call centers in Chicago, specializing in business technology and communications services. It offers telecommunications, cloud services, managed IT services, and security solutions.
The firm has received nine Stevie Awards for customer service and the BBB’s Torch Award for Marketplace Ethics. It also has a Net Promoter Score in the top 5% within its industry.
8. Administrative Resource Options (ARO)
Main office: Chicago, Illinois, U.S. Staff number: 1,000 – 9,999 Services offered: call center services, customer service |
ARO is among the top call centers in Chicago, founded in 1990. The company provides diverse administrative solutions, including front desk management, mail and copy center services, conference and meeting room management, and administrative assistance.
The company began as a copy-and-mail business in the Chicago legal market. It has expanded to serve numerous vertical and corporate sectors across the U.S. Its managed services portfolio has grown to encompass cloud-based analytics, business intelligence, and IT staff augmentation.
9. Signius Communications
Main office: Park Ridge, Illinois, U.S. Staff number: 10 – 49 Services offered: call center services, customer service |
Signius Communications is one of several top call centers in Chicago, offering answering services, hotlines, and medical services. Formed in 1994, the organization is a 100% US-based call center service that provides customized pricing plans and a proprietary call-handling platform mainly for the legal and healthcare industries.
The company operates 24/7 to handle client calls, inquiries, and emergencies. It has 12 offices across the U.S., including in Miami, New York, Houston, Indianapolis, and Los Angeles.
10. TelAssist
Main office: Oak Lawn, Illinois, U.S. Staff number: 50 – 249 Services offered: call center services |
Established in 1974, TelAssist is among the top call centers in Chicago, providing 24/7 inbound call center services and customer contact solutions. It delivers dependable and efficient client services, focusing on quality and satisfaction.
An American company, TelAssist, is known for its disaster plan strategy, consisting of natural gas generation, two internet access vendors, multiple telecommunication resource groups, and an off-site hosted system for a crisis.
Factors to Consider When Choosing a Call Center Service Provider
Now that you have a better idea of Chicago’s leading call center service providers, you must assess your needs and goals to help you identify a provider that aligns with your requirements. Understanding and considering the below criteria for choosing a partner is also essential.
Experience and Reputation
Experience is a significant aspect when selecting a call center service provider. The more experienced a provider is, the more prepared they are to deal with various issues and scenarios. Look for a BPO vendor with a proven track record of success, particularly with a varied customer base.
Another critical factor to weigh is reputation. A provider’s image frequently reflects the level of service they deliver. Businesses should solicit feedback, testimonials, and case studies from existing or former customers. Take note of any industry honors or certifications acquired by the supplier since they might be signs of excellence.
Services Offered
The breadth of services a call center provides is critical since it must correspond to the business’s unique demands. A full-service provider should be able to handle interactions across media for a consistent client experience.
Explore the different call center services:
- Inbound. It handles incoming calls from customers or clients seeking assistance, information, or support. These centers focus on providing effective customer service, addressing inquiries, resolving issues, and managing various tasks initiated by individuals contacting the organization.
- Outbound. It proactively calls customers, clients, or prospects for various purposes, such as telemarketing, lead generation, and survey administration. These centers initiate contact to promote products and services or gather information by engaging with individuals outside the organization.
- Multichannel. It is a customer service facility employing various communication channels to interact with customers, including phone, email, chat, and social media. This approach provides a seamless and integrated experience, allowing customers to choose their preferred communication method for inquiries, support, or information.
Industry Expertise
Industry experience is crucial for call center providers. Each sector has unique requirements, laws, and client or customer expectations. A specialized call center is better equipped to understand and address these nuances, offering tailored solutions.
Below are some industries in Chicago that commonly require call center services:
- Healthcare and medical services. The center must navigate Chicago’s healthcare environment, address medical questions, and adhere to local medical regulations.
- Finance and banking. The BPO provider needs extensive knowledge of Chicago’s banking practices, compliance, and financial regulations.
- Retail and e-commerce. The outsourcing firm should specialize in Chicago’s consumer trends, managing product inquiries, and supporting local e-commerce shops.
- Hospitality and tourism. The service provider must be adept at hotel bookings and event inquiries. It must also provide information about local attractions and events.
Technology and Infrastructure
A call center’s technological competencies are imperative for effective operations. The center must utilize innovative tools to improve communication, automate repetitive processes, and deliver essential insights through analytics. Among the most critical technological features are:
- Call routing systems. Calls must be directed to the most appropriate agent, reducing wait time and improving customer satisfaction through call center BPO.
- CRM integration. Incorporating this system enables agents to access customer information quickly, providing a more personalized and efficient service.
- Reporting and analytics. Robust reporting tools allow businesses to track key performance indicators (KPIs), assess campaign effectiveness, and identify improvement areas.
- Scalability. The call center’s infrastructure must scale with call volume fluctuations, enabling the provider to adjust to the business’s changing needs.
Customer Reviews and Testimonials
Customer evaluations, feedback, and recommendations offer vital insights into the real-world experiences of businesses that have worked with a particular call center service provider. Look for trends in feedback, concentrating on areas such as:
- Communication skills. Assess how well the call center engages with clients and end users. Smooth and clear consumer interaction is vital for a successful partnership.
- Problem resolution. Review how the provider handles challenges and resolves issues. A responsive and proactive approach to problem-solving is indicative of a reliable partner.
- Consistency in service. Dependability is essential in the call center sector. Ensure that favorable ratings are not isolated instances but reflect the provider’s continual dedication to exceptional service.
The Bottom Line
Choosing the right call center service provider is critical for Chicago businesses seeking enhanced customer service and operational efficiency. The city’s dynamic corporate landscape makes outsourcing an attractive option.
We highlighted Chicago’s top 10 call center providers’ services, locations, and staff sizes to help first-timers. Let’s connect to learn more about the top call centers in Chicago!
