Call Center Outsourcing

100,000+ Calls

And that’s just today.

75+ Campaigns

Every kind imaginable.

3,000+ Agents

Ready to ramp-up quickly.

Inbound and Outbound Call Center Outsourcing

Focus Services delivers scalable nearshore and offshore call center outsourcing services for growing companies. Our inbound and outbound call center teams support customer care, sales, technical support, retention, and omnichannel contact center programs across global delivery locations, including El Salvador, the Philippines, South Africa, and the United States.

We integrate directly with your CRM, telephony platform, and AI tools to provide measurable performance, real-time reporting, and operational accountability. Whether launching a 5+ seat pilot team or scaling enterprise programs, our structured onboarding, QA, workforce management, and leadership oversight ensure consistent results and rapid scalability.

Call center workers.

Your Voice to the Customer

Each contact from a customer is an opportunity to say: “You matter to us—a lot!” We make sure they understand that by responding just as you would and by giving your customers the best experience possible.

Focus Services has implemented advanced automated language assessment tools to increase recruiter efficiency and reduce time-to-hire, saving hundreds of recruiting hours annually while improving candidate quality.  We’ve partnered with companies like Rosetta Stone and Emmersion to use AI Language testing to recruit the best agents for your campaign.

ALL THE CONTACT SOLUTIONS YOU NEED

Some customers only call. Others prefer to email. Still others like to chat. So we work across all these channels and more (and often at the same time) to take care of your customers. We also have a few other services just to take care of you.

Customer CareSalesTech SupportBack Office SupportSocial Media SMSWeb ChatEmailIT Outsourcing
PreviousNext

We care because we’re all customers.

Focus customer care means actually caring for customers, listening to their needs, and finding the right solutions. We care because, let’s face it, we’re all customers, and we think the Golden Rule is a pretty good idea.

“Can it ship in time?”

We love to find just the right product, service, or solution for your customers. With our inbound call services, we bring sales and service together in a perfect combo.

“Can someone get my wifi working?”

Yes, yes we can. Our outsourced tech support integrates seamlessly with our excellent in-house customer care, giving your customers a 5-star experience in shooting down trouble.

Don’t lift all that data without back support!

Back office support is primarily about managing data—gobs of it! We’ve got the talent and the tools to extract it, enter it, organize it, store it, and analyze it so that you’re not crushed by it, but actually using it to make smart decisions for your business.

Give some quality time to your social media.

We’ll monitor your social media, listening carefully so that we can make your brand sparkle, especially when someone is less than complimentary. We’ll respond graciously, just as you would, to resolve concerns and let your customers know you care.

You can’t beat a text on timeliness.

With a text message, you can reach a customer in a flash with a coupon, a cut rate, or a call to action. Our team has the pacing down and will help you make the most of your SMS campaign.

“Can I answer any questions for you?”

We’re that friendly face that pops up to help your customer get the specs on that new dishwasher they’re looking at or set limits on their kid’s smartphone data. Plus, our smiles and courtesy help us calm troubled waters when a customer has a complaint.

Make an impact in the inbox.

Email is that tried and true tool that displays your loyalty to your customers front and center—in their inbox! They’ll feel the love when they get a response from a real person in a timely manner with just the solution they need.

We’ve got IT covered.

We’ll keep an eye on your IT, so you can do the stuff only you can do. Our engineers are IT polyglots, fluent in all kinds of software, frameworks, and languages. They’re also superhuman—they can watch over your system 24/7 and slip in through cyberspace to fix any bugs.

Frequently Asked Questions

What is call center outsourcing?

Call center outsourcing is the practice of partnering with a third-party BPO provider to manage inbound and outbound customer interactions on behalf of your company. Focus Services handles customer care, sales, tech support, back office, chat, email, and SMS programs across global delivery centers in the United States, El Salvador, Philippines, and South Africa.

What is the difference between inbound and outbound call center outsourcing?

Inbound call center outsourcing handles incoming customer contacts including support inquiries, billing questions, order management, and technical troubleshooting. Outbound call center outsourcing involves proactive outreach for sales, lead generation, collections, appointment setting, and customer retention campaigns. Focus Services manages both inbound and outbound programs within integrated contact center operations.

How does Focus Services price call center outsourcing programs?

Focus Services structures pricing around your program requirements including seat count, hours of operation, channel mix, and training complexity. Pricing models include per-seat, per-hour, and outcome-based structures depending on program type. Discovery calls are used to assess requirements and build a custom pricing proposal.

What is nearshore call center outsourcing?

Nearshore call center outsourcing places your customer support operations in a nearby country with cultural alignment, compatible time zones, and strong English language proficiency. Focus Services operates nearshore delivery centers in El Salvador, providing US companies with cost-effective outsourcing without the time zone challenges of offshore locations.

How does Focus Services ensure consistent performance in outsourced call centers?

Focus Services uses ClearView, a proprietary agent performance platform, to monitor real-time KPIs, deliver live coaching, track quality scores, and generate client-facing performance reports. Every program has a dedicated director responsible for operational accountability and continuous improvement.

Related Insights from Focus Services