- Years answering calls
- 30+
- Live agents, every call
- 24/7/365
- English & Spanish agents
- EN · ES
- Plans start at
- $33
Customer service outsourcing
Customer service outsourcing with live agents who sound like your own team
Customer service outsourcing lets you give every caller a fast, friendly answer without hiring, training and scheduling a bigger in-house team. Southern Voices agents answer your customer service line in your company’s name, use your policies and information to resolve what they can, and pass along everything else with complete details.
We’ve answered calls for businesses since 1995. Our agents work 24 hours a day, 365 days a year, in English and Spanish, so customers reach a real person whether they call at noon on Monday or late on a holiday weekend. Southern Voices is a US company headquartered in Winston-Salem, North Carolina. Our agents work from our office and remotely, and every call runs through our US-hosted systems.
What we handle
Outsourced customer support for the calls that fill your team’s day
Our agents work from the information you give us: FAQs, policies, order data and your own systems.
Order status and changes
Where’s my order, can I change it, when will it ship: answered from your order information.
Product and account questions
Hours, pricing, policies, account details and how-to questions, answered consistently.
Billing questions
Balance and payment questions answered, and billing disputes documented for your team.
Service requests
Repairs, returns and service calls logged with everything your team needs to act.
Escalations
Upset customers and urgent issues routed to the right person by your escalation rules.
Callbacks and follow-ups
Outbound calls to customers who left a message or need a follow-up.
Who it’s for
Outsourced customer service for growing and established organizations
Retail and online sellers
Customer questions, order status and returns while your team runs the business.
Insurance agencies
Policy and billing questions, claims intake and after-hours calls.
Property managers
Resident questions and service requests across your portfolio.
Healthcare organizations
Patient service lines for groups and networks. We sign BAAs and our agents are HIPAA-trained.
How customer calls are handled
What happens when a customer calls
Every call is answered live, handled by your rules, and documented so your team never starts from scratch.
- Resolved Question answered on the call Order status, policies, hours and account questions answered from your information
- Service request Request logged Returns, repairs and service requests logged with full details for your team
- Escalation Your supervisor or on-call manager, reached now Your escalation rules, step by step, until someone takes it
Why outsource
Why companies choose outsourced customer service
Hiring for your busiest hour leaves people idle the rest of the day. Hiring for an average day leaves customers on hold when it gets busy. Outsourcing customer service fixes both.
Callers still want a person. Read why customers still prefer a human on the phone.
- Live agents 24/7/365, including nights, weekends and holidays
- Live Spanish, not a “press 2” menu or a translation line
- Overflow when you need it. Your team answers first, we answer the rest
- Your systems. If your platform has an API, we can build an integration so the details land in your system automatically. Our agents can also work directly inside your software when you give them access.
- Scales with you, with volume discounts as your call volume grows
- Dedicated agents available when your calls need deeper knowledge
- Email, chat and text too. The same agents can answer your inbox, website chat and text messages
Getting started
How it works
- Share your playbookYour FAQs, policies, order and account information, and how you want each type of call handled.
- Approve your scriptsGreetings, call scripts and escalation rules written with you. Agents are trained before go-live.
- Forward your linesAll calls, overflow only, or after hours. You choose.
- Keep it currentUpdate policies, promotions and instructions whenever they change.
Pricing
What customer service outsourcing costs
Pricing follows your call volume and how much each call involves. Plans start at $33, and larger organizations get volume discounts: the more calls we handle, the lower your rate.
See pricing for details, or ask us for a quote.
Plans start at
$33
Your plan is built around your call volume, and larger organizations get volume discounts.
Questions
Customer service outsourcing FAQs
Don’t see your question? Call and ask a live agent, any time.
What is customer service outsourcing?
Hiring an outside team to answer your customer calls. Our agents answer in your company’s name, resolve what they can from your information, and pass the rest to your team with complete details.
Is a customer service answering service the same as customer service outsourcing?
Not quite. A customer service answering service usually takes a message and passes it on. With customer service outsourcing, our agents resolve the call themselves wherever your information allows: order status, account questions, billing, service requests. Southern Voices does both, and many clients start with one and grow into the other.
Will customers know they’re talking to an outside company?
Agents answer with your company name and greeting and follow your scripts and tone, so the call feels like part of your business.
Can agents look up orders or accounts?
Yes, when you give them access to your order or account system, they look up the answer while the customer is on the line. If your platform has an API, we can also build an integration so call details land in your system automatically.
Can you handle just our overflow?
Yes. Many clients have their own team answer first and send overflow, after-hours or holiday calls to us. See overflow call answering.
How much does outsourced customer support cost?
Plans start at $33 and scale with call volume and complexity, with volume discounts for larger programs. See our pricing page.
Keep reading
More on customer calls
Why customers want a human
What callers expect when they pick up the phone.
24/7 doesn’t mean automated
Why live receptionists still win customer trust.
“Press 2 for español” isn’t bilingual
What true bilingual support looks like.
Back to all call center services, or see small business and property management.