Call Center Services for Small to Medium Sized Businesses
Why SMBs Need More Than One Outsourcing Solution
Solutions That Evolve with Your SMB
As SMBs grow, their customer service needs change — from overflow coverage to fully dedicated teams with advanced tech.
Call Center Concierge meets these evolving requirements through a curated portfolio of BPO partners, matching each client to providers based on industry expertise, service scope, and budget.
Our flexible options adapt with you, ensuring your support operations always align with your stage of growth and goals. For those that need to outsource within the United States, there are reimbursements for tech licenses (see terms below)
Three Call Center Solutions
Customized Packages/Proposals available
Shared Services Model
Shared Agents/Management + CRM
Best For: Businesses handling 400+ inbound calls per month but not enough call volume to justify dedicated agents.
Features Available
Talent
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Shared Agent Pool
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Shared Coach/Team Lead
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Shared Manager
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1st and 2nd shift (options)
Technology
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CRM (i.e. Salesforce, Zohn etc.)
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Workstation & Connectivity
Secure Network
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VPN and VDI
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HIPAA, PCI-DSS, SOC II
Locations
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Choice: USA or Canada
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Quality reviews and coaching sessions
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Daily/Weekly/Monthly contact summary reporting – call volumes, forecast comparison, service levels, KPIs.
Rates
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$0.99/minute for call talk time and wrap time. Minimum of $2,000/month.
Dedicated Talent Model
Dedicated Agents/Management
Best For: Organizations with their own tech stack and internal call center support, looking to add agent capacity either onshore, nearshore and offshore.
Features Available
Talent
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Dedicated Agents
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Dedicated Coach ((1:15)
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Dedicated Manager (size depended)
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Dedicated QA Support (1:35)
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Dedicated WFM Analyst (size)
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Dedicated Trainer (size depended)
Technology
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WFM System
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QA Management System
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Real Time Client Dashboard
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Workstation & connectivity
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Optional AI Digital Solutions
Secure Network
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VPN and VDI
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HIPAA, PCI-DSS, SOC II, HITRUST
Locations
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Choice: 19 countries inlcuding USA.
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All attrition is backfilled at no additional cost.
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Daily/Weekly/Monthly contact summary reporting – call volumes, forecast comparison, service levels, KPI,
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Operations & Business Reviews meetings per client requirements
Rates
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USA $30-$40 /hourly
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Nearshore $13-$22
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Offshore $9-$14
Full BPO Solution Model
Dedicated Agents/Management+CCaaS
Best For: SMBs with internal call centers (often 20–80 agents) who need agents, contact center technology infrastructure (CCaaS, WFM) and key operational support.
Features Available
Talent
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Dedicated Agents
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Dedicated Coach/Team Lead
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Dedicated Manager
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WFM & QA Support
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Admin for CCaaS & CRM
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Trainer | HR | IT Support | Scripts
Technology (Available options)
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CCaaS (i.e. NICE, Five9 etc.)
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CRM (i.e. NICE, Zohn etc.)
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WFM System
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QA Management System
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Real Time Client Dashboard
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Workstation & connectivity
-
Optional AI Digital Solutions
Secure Network
-
VPN and VDI
-
HIPAA, PCI-DSS, SOC II, HITRUST
Locations
-
Choice: USA or Canada
-
All attrition is backfilled at no additional cost.
-
Daily/Weekly/Monthly contact summary reporting – call volumes, forecast comparison, service levels, KPI,
-
Operations & Business Reviews meetings per client requirements
-
USA rates ($30-$38 hourly)
Rates
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USA $30-$40
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Technology Software (contact us)
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Specialist Support (contact us)
How We Help SMBs with Technology Costs
Exclusive U.S. Outsourcing Reimbursement Program
Call Center Concierge offers an exclusive reimbursement program for software license fees — CCaaS (e.g., Five9, NICE) 0r CRMs (e.g., Salesforce) — when you outsource within the USA with one of our BPO partners.
Reimbursements are $135 per FTE agent, per month, and are available for the first 12 months. While we do offer nearshore and offshore solutions these unfortunately do not qualify for this particular reimbursement program.
To qualify, outsourcing contracts must:
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Be signed on or before December 31, 2025, with our BPO partners.
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Include a minimum of 22 FTE agents.
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Run for at least one year
Example: 62 agents × $135 × 12 months = $100,000+ (contact us for details)
Clients Who Trust Our BPO Partners
Contact Us Today
Meet with Our CX Experts
Customized Plans to Suit Your Budget.
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