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Most lists of top BPO companies rank by size. Size tells you who can staff 50,000 seats, not who fits a 120-seat program with regulated calls. Here are the 8 things to compare, the types of provider, and a dated, alphabetical list of firms buyers often shortlist, TSI included.
The best call center outsourcing company for you is the one that has run programs like yours at your size, can staff your peaks on your dates, trains to your rules, and shows you call-level quality data. Compare providers on cost per resolved contact, ramp time, attrition, quality scoring and security, not on headcount or the number of countries they work in.
Outsourced customer care is a large market with a few global firms at the top and hundreds of mid-size and specialty providers below them. A 50,000-seat firm and a 500-seat firm can both be the right answer. What matters is whether your program will be one of their important accounts, and whether they've run your kind of work before.
| Criterion | What to ask | Why it matters |
|---|---|---|
| Fit with your work | Which programs like mine do you run today, at what size? | Regulated calls, billing questions and hardship conversations need different hiring and training from general support |
| Cost per resolved contact | What's the all-in cost per resolved contact, not per hour or per seat? | A cheap hour with low first-contact resolution costs more in repeat calls |
| Ramp and surge | How many trained agents can you add, and how fast, for a dated peak? | Open enrollment, storms and billing changes don't wait for hiring |
| Training and readiness | How do agents prove they're ready before they take live contacts? | Agents learning on your customers cost you complaints |
| Quality scoring | How many calls get scored, by whom, and who do they report to? | A 2% sample can miss a pattern for weeks |
| Attrition | What's your annual agent attrition on programs like mine? | Turnover drives retraining cost and quality dips |
| Security and compliance | Which security assessments are on file? How do you handle payment card data and health data? | Your customers' data and your regulators come with the program |
| Site and shore mix | Which sites would serve me, onshore, nearshore or offshore, and what's the backup plan if one goes down? | Language, time zone, cost and continuity all depend on where the work sits |
The basics of outsourcing, the types and how pricing works are on what is BPO.
| Type | How it works | Fits when |
|---|---|---|
| Global CX outsourcer | Tens of thousands of agents across many countries, with AI and analytics platforms of their own | You need very large scale, many languages or many countries at once |
| Mid-size or specialty BPO | Hundreds to a few thousand agents, often focused on a few industries | Your program is mid-size and regulated or complex, and you want senior attention |
| Industry-specialist outsourcer | Care and back office for one sector, such as healthcare, utilities or government programs | The rules of your industry decide most of the call |
| Onshore-only provider | US-based agents and sites | Your contracts, regulators or customers require US-based staff |
| Contact center software (CCaaS) | Cloud software you staff yourself | You want to keep agents in-house and need better tools |
This list is alphabetical and isn't a ranking. Each description comes from the company's own website as of November 2026. TSI publishes this page and is one of the providers listed, so check every claim, ours included, against your own test.
| Provider | Type | What it offers, per its own site | Ask about |
|---|---|---|---|
| Alorica | Global CX outsourcer | Customer experience outsourcing with an AI platform (Alorica IQ) that includes a voice AI agent and real-time voice translation | Which contacts the AI handles and how a customer reaches a person |
| Concentrix | Global CX outsourcer | Customer experience services and technology, including its iX product suite for AI assistants and agent tools | How program size affects the team and attention you get |
| Conduent | Global business services provider | Business process services for commercial, government and transportation clients, including customer experience programs and a CX platform built for seasonal peaks | Which of its divisions would run your program |
| Teleperformance (TP) | Global CX outsourcer | Customer experience management across many countries and languages, with an AI architecture (TP.ai) built into its programs | Site and language options for your volume |
| TTEC | Global CX outsourcer | Customer experience outsourcing (TTEC Engage) and CX technology services (TTEC Digital), plus AI coaching and security tools for remote agents | Remote versus site-based staffing for your program |
| Transworld Systems Inc. (TSI) CXBPO | Specialty BPO | Customer care, back-office processing and surge staffing for regulated work in utilities, healthcare, public programs and lending, onshore, nearshore or offshore | The section below |
Before you shortlist anyone, ask for 2 references from programs like yours, at your size, and call them yourself.
Inbound programs answer customers who call, chat or write in: billing, account changes, claims, support. Outbound programs call customers: renewals, payment reminders, surveys, sales. Most large providers do both. Ask which one makes up most of the provider's work in your industry, because hiring, scripts and metrics differ. Outbound calls also bring rules on consent, calling hours and call frequency that inbound calls mostly don't.
Agree on first-contact resolution, cost per resolved contact, quality score, customer satisfaction and attrition before the pilot starts.
Give 1 or 2 finalists a slice of real volume, such as one queue or one line of business, for 60 to 90 days.
Ask for recordings and quality scores from your own contacts every week, and score a sample yourself.
Ask each finalist to add a fixed number of trained agents on a date you choose during the pilot, and see who hits it.
CXBPO is TSI's customer care and back-office line. It runs inbound care, back-office processing and surge staffing for utilities, healthcare providers, public programs, lenders and property managers. Agents pass stage-gate exams before they take live contacts. Ripple, TSI's speech analytics tool, scores every call, and a quality team that reports to the Chief Compliance Officer reviews what it flags. You choose onshore, nearshore, offshore or a blend, program by program.
TSI isn't the right fit for everyone. If you need thousands of low-cost seats for general retail support in many languages, a global outsourcer will likely suit you better.
Results vary. They depend on each client's accounts, program and the rules that apply, and past results aren't a promise of future ones.
The largest global firms include Alorica, Concentrix, Teleperformance and TTEC, each with tens of thousands of agents. Largest isn't the same as best for your program. Compare providers that run programs like yours at your size.
It hires, trains and manages agents who handle your customers' calls, chats, texts and emails under a contract, with service levels you set. Many also run back-office work like account changes, claims and billing.
Providers price per hour, per contact, per minute or per seat, and rates depend on location, language, skill and volume. Compare the all-in cost per resolved contact, because a lower hourly rate with more repeat calls can cost more.
Onshore suits regulated calls, contracts that require US-based staff and customers who expect a local agent. Nearshore and offshore cost less per hour and add time-zone coverage. Many programs blend them by queue.
TSI (Transworld Systems Inc.) publishes it. TSI provides Accounts Receivable Management (ARM), Healthcare Revenue Cycle Management (RCM), CXBPO and Loan Servicing (via UAS). Some options this page describes compete with services TSI sells. Each figure names its publisher and date so you can check it yourself.
General information, current as of Nov 5, 2026. It isn't legal advice. Rules change and differ by state, so check the sources linked here and talk to your own counsel before you act on it.
The CX Surge Readiness Review checks your staffing plan, training time and quality coverage against your next dated peak, and shows where an outsourced team would help first.
