Our pick for the best outbound call center service, Five Star Call Centers, provides numerous outbound as well as inbound services. As a call center solution, it can help you throughout your telemarketing campaign, from creating and designing scripts to providing detailed reports. You don't have to worry about long-term contracts with this service, but there is a $3,000 monthly minimum. However, Five Star also offers shared agents, which is a more cost-effective route than fully dedicated agents. If you do choose a dedicated plan, the comprehensive, dedicated outbound services that the company offers are well worth the cost.
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Pricing and Fees
Five Star Call Centers offer both a shared agent model and a dedicated agent model. The shared agent model operates on a per-minute monthly rate that is billed in one-second increments. Shared agents start at roughly 78 cents per minute, which is on the lower end of the companies in our review and can be negotiated lower for clients with higher call volumes. As your company scales up, you have the option to transition to the dedicated agent model.
Five Star Call Centers charges an average price of about $26 per hour for a dedicated agent, who only handles calls for your company and can conduct an outbound campaign on your behalf. Dedicated agents offer a higher level of service and can man channels like email and live chat in addition to your inbound and outbound calls.
Setup and training fees run around $20 per hour per agent, and the time setup takes depends on the intricacies of your campaigns and the required service levels. Five Star does typically bill for what is known as agent work time, which is the time an agent is not on a call but still working on your account, but this cost is negotiable for clients with certain call volumes or less agent work requirements.
Call Center Services
Five Star Call Centers can assist with a variety of outbound tasks, including lead generation and qualification, product awareness, sales and order processing, market research through surveys and polls, quality assurance, membership renewal, payment reminders, direct mail and email follow-up, customer retention, and crisis management. This is a comprehensive selection of outbound services that few other call centers in our reviews measure up to.
The wide range of outbound services that Five Star Call Centers offers is the reason we selected the company as the best call center for outbound services. Five Star will work with you to develop the outbound campaigns you need within your budget. Outbound campaigns are typically run by dedicated agents, so depending on the number of agents and the time they spend on your campaign, pricing can vary. It is wise to obtain an estimate or quote from a company representative before moving forward with any outbound campaign.
Five Star's inbound services are just as extensive as its outbound services. The agents can take orders and reservations for you, provide helpdesk and other customer service, upsell and cross-sell, and provide referral and warranty services. Five Star also offers bilingual options. All Five Star's inbound services can be performed by shared agents, which start at 78 cents per minute.
If your business has never used a call center service before, Five Star will assist you with script design and makes sure your campaign is well organized prior to its launch. Further, if you encounter any issues or challenges during your campaign, Five Star will work with you to make needed adjustments.
Our customer service experience with Five Star Call Centers was very good. The representative we spoke with was knowledgeable and forthcoming, even when the information we requested wasn't one of Five Star's strong suits. He spent a fair amount of time running through the company's services on the phone, and he wasn't pushy when we told him we weren't interested in making any commitments until we had time to review other services. The company also offers tours of its facilities upon request, showing you exactly what the call center you are outsourcing to looks like.
Representatives are available by phone and email. We received immediate responses to both emails and phone calls, with detailed information about the company and its services. A list of case studies and testimonials are also available on the company's website.
The biggest limitation we found with Five Star Call Centers is that it requires an annual contract. Most of the call center services in our review are month-to-month and don't lock you into a contractual relationship. Moreover, Five Star Call Center's annual contracts renew automatically unless you call to cancel. However, you can cancel mid-contract so long as you provide 90 days' notice to the company. There is no cancellation fee if you do opt out.
Five Star Call Centers also requires a $3,000 minimum for 24/7/365 service, which is significantly higher than many other services in our review. However, for companies that primarily require outbound services, this shouldn't be a major consideration.
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