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Solutions Vendor Sourcing & Selection Onshore, Nearshore & Offshore Contact Center Technology CX Consulting & Advisory Who We Serve Services About Contact Talk to an Advisor
Vendor Sourcing & Selection

Omni-channel outsourcing, matched from a vetted network.

Voice, email, chat, social media, technical help desk and customer care. Onshore, nearshore, offshore or hybrid. Typical operational savings of 20 to 30 percent versus in-house.

20 to 30% cost savings vs. in-house
Contact-center agents at their workstations wearing headsets
Chat and voice agent handling omni-channel contacts
Every channel

One partner or a specialist per channel, your call.

Some clients want a single omni-channel partner. Others want a voice specialist and a separate chat specialist. Both work, and we scope each option before you decide.

  • Partner matching across all channels
  • Onshore, nearshore, offshore or hybrid options
  • Cost-benefit analysis against your in-house benchmark
  • Scale-up and scale-down flexibility for peaks
Scope an outsourcing program
Peer
“Tim is an expert in strategic thinking, relationship management and sales. His network of contact centers and experts in the industry make him an invaluable resource for anyone he works with. His consultative approach will make you rethink and consider business decisions to make the greatest impact on financials and ROI.”
Hannah Maher, CLCS
Owner & Founder ยท High Rise Yoga LLC
Channel families

Three ways your customers reach out.

Voice

Inbound sales, service and retention, plus proactive outbound. English-first with bilingual options where the market needs them.

Digital

Email, chat, SMS and social. Blended queues where the tools support it, dedicated agents where quality demands it.

Back office

Tech help desk, order management and other back-office workflows that touch the same customer.

Engagement steps

How outsourcing lands.

Assessment to launch, with SLAs written before you sign.

1

Assess

Volume, channel split, seasonality, compliance and current cost per contact.

2

Design

Delivery model, SLAs and staffing plan across shifts.

3

Match

Shortlist and negotiate with omni-channel or channel-specialist partners.

4

Launch

Ramp, QA cadence and steady-state governance.

Common questions

Buyers ask us these first about Contact Center Outsourcing.

Nothing to you on a sourcing engagement. Our fee is paid by the BPO partner we place, based on the volume you send them. Consulting engagements have a free initial proposal so you see scope and price before you commit.
Partner selection typically runs six to twelve weeks end to end. Technology and CX consulting engagements can be as compact as one focused day, or as extended as a multi-month on-site.
Yes. We are independent. Any of the 3,500+ domestic and 8,000+ global centers in our network could be a match, so no single provider owns our recommendation.
Every partner shortlist and every technology recommendation is filtered through HIPAA (for PHI) and PCI-DSS (for card data) up front, informed by Tim's 20+ years on regulated payor and financial-services programs.
Book a first call:it is at no cost. Tim or a member of the advisory team will walk you through the engagement path and the questions we'll ask in discovery.
Ready to compare

See what your in-house cost per contact would be outsourced.

Send us your volume and current staffing. We come back with a benchmark.

Call Tim's team+1 952-500-0806 Email salessales@theconnectedhive.com

Talk to an Advisor

No cost. One business day.