BPO American is a contact center with both answering services and call center services. With excellent customer service and flexible, low-volume plans, it's a great choice for any small business looking to outsource its contact center.
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BPO American's biggest strength is its flexible pricing models. It offers both a prepaid and a monthly pricing structure that allows you to choose based on your call volume and expected service needs. This is especially useful for smaller companies that don't have the purchasing power of midsize and large businesses.
Pricing and Fees
BPO American offers two different pricing models, depending on your company's needs and preferences. The first is a prepaid solution that allows you to buy 1,000 minutes at a rate of 75 cents each, which is about average for the call centers we reviewed. These minutes roll over from month to month and never expire; you use them as you need them. There are no monthly minimums or fees with the prepaid model. You simply purchase the minutes and then use them as needed, with the option to purchase more when you're running low.
The other pricing model is a monthly structure. This model starts at 85 cents per minute, with a monthly minimum that is based on your average call volume. Once your average call volume is determined, BPO American multiplies it by 85 cents per minute, and the product of that equation becomes your monthly minimum cost. While the per-minute cost is higher than the industry average, it could be advantageous for companies that have low call volumes and don't need the higher pricing packages offered by many other companies.
Setup and training fees are a flat rate of $750, which is also about average for the call centers in our review. The company charges 10 cents per minute for live call patching. No matter which pricing model you choose, BPO American includes online reporting that is accessible at any time, full scripting assistance, a dedicated project manager, itemized billing, call recordings, and HIPAA and PCI data security compliance.
Call Center Services
BPO American offers a 24/7/365 answering service that includes the unique option for "instant activation." This feature, which enables you to rapidly create your own script and program for agents to adhere to, makes BPO American a great choice for small businesses that need immediate answering services without a cumbersome setup process.
Other answering services the company offers are customer service, order processing, appointment setting, dispatching and tech support. It also offers PCI- and HIPAA-compliant services for companies that are subject to regulatory scrutiny or require additional privacy. All client data is stored in an encrypted format to ensure its security.
BPO American picks up 80 percent of calls within 20 seconds and 95 percent within 30 seconds. This is on par with if not faster than most of the companies we reviewed.
BPO American's call center services include several functions to help you boost sales and generate new leads. It can update databases, conduct surveys and market research, pursue trade show leads, and register seminars. Additional inbound services include direct ad response, registering your customers for events and manning your helpdesk.
Overall, our customer service experience with the company was excellent. We called BPO American posing as an interested entrepreneur to test its customer service and found it highly responsive and informative. After we left a voicemail, we quickly received a call back from a customer service representative who was pleasant, informative and forthcoming about BPO American's services and pricing. After the call, in which he patiently answered our questions in great detail (and offered additional information beyond the scope of our questions), he immediately sent us a pricing proposal, which broke down both pricing models point by point and included any fees associated with add-on services or features.
The only major drawback we encountered with the company is that, for plans below $229 per month (the 250-minute plan), it charges a $15 fee for access to the reporting function. This is unusual among the companies we reviewed, but given the nature of its low-volume calling plans, we deemed this little more than a minor inconvenience.
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