BPO and Contact Center Services in North America
Onshore capability. Compliance-grade operations.
Two delivery centers, one standard.
CBE's North America operations give regulated enterprises the onshore BPO footprint their programs require with trained agents, certified compliance, 24/7 coverage, and the geographic stability U.S. and federal clients need. From our corporate headquarters in Cedar Falls, Iowa, to our Southern U.S. delivery hub in Clarksville, Tennessee, we run domestic programs across numerous complex industries including financial services, healthcare, telecom, utilities, and government for clients that need their customer interactions handled on U.S. soil.
When Are Onshore BPO Services the Right Choice?
Not every program belongs offshore. For certain types of work, including government contracts, financial services subject to specific regulations, healthcare programs with state-level data residency requirements, high-touch fraud and dispute resolution, and brand-sensitive consumer segments, onshore delivery may be a contractual or regulatory requirement.
Our North America operation is built for exactly those programs: U.S.-based agents, U.S.-based leadership, U.S.-based compliance oversight, and cost-efficient labor markets.
When a client's RFP says "U.S.-based delivery only," we're a qualified and proven partner.
Two North American Contact Services Built for Scale
Cedar Falls, Iowa
C O R P O R A T E H E A D Q U A R T E R S
Cedar Falls is where CBE was founded, where our executive team sits, and where our largest North America delivery operation runs. The Cedar Valley labor market, fed by the University of Northern Iowa and a deep regional pipeline of contact center professionals, gives us consistent access to the kind of talent regulated programs require: high English proficiency, low turnover, and the Midwestern friendly culture that makes U.S. consumer programs work.
Overview
Opened 2010 (current facility)
Operations: 24/7
Role: Corporate HQ, executive leadership, operations, compliance, and IT
Clarksville, Tennessee
SOUTHERN U.S. DELIVERY HUB
Clarksville sits 45 miles northwest of Nashville and anchors our Southern U.S. footprint. The labor market is strong, stable, and purpose-suited to contact center work. Austin Peay State University, which supports the regional population and the nearby Fort Campbell military installation, contributes a steady supply of disciplined, security-cleared candidates. These include military spouses with the work authorization and professional experience that translate directly to high-compliance programs.
Overview
Opened 2021
Operations: 24/7
Role: Southern U.S. delivery, program expansion, surge capacity
BPO and Contact Center Services Delivered Onshore
Customer Care & CX
Inbound and outbound support for brand-sensitive programs
Technical Support & Help Desk
Tier 1 and Tier 2 troubleshooting across voice and digital
Omnichannel Solutions
Voice, chat, email, SMS, and social channels under one roof
Sales & Loyalty
Retention, upsell, and win-back for regulated consumer programs
Fraud Prevention & Disputes
High-stakes dispute resolution with trained, certified agents
Back Office & Specialized Processing
Claims, loan servicing, revenue cycle, and regulatory workflows
Government & Public Sector
U.S.-based, U.S.-cleared delivery for federal and state programs
Compliance Standards Across Our U.S. Operations
Every CBE delivery center, including Cedar Falls and Clarksville, operates under the same compliance framework: PCI DSS Level 1, SOC 2 Type II, ISO 27001, and active Authority to Operate for federal programs.
Governance is centralized under a Chief Risk Officer, who has held the role for 28+ years, and a compliance team, whose members hold professional designations through ACA International and the Receivables Management Association International.
For regulated programs, onshore delivery isn't about location alone. It's also about what's enforced at that location. Our service delivery standards are enforced the same way across every seat in the network.
North American BPO Services FAQs
What is a BPO provider in North America?
A BPO provider in North America delivers outsourced customer support, contact center, and business process services from U.S., Canadian, or Mexican operations. Onshore North American BPO providers like CBE are often selected for programs that require U.S.-based agents, U.S. regulatory compliance, or brand-sensitive customer interactions.
How does contact center outsourcing work in North America?
Contact center outsourcing in North America works by partnering with a BPO like CBE to handle customer interactions on your behalf. Trained agents work under your brand standards and our compliance framework, across voice, chat, email, and digital channels, from U.S. delivery centers operating around the clock.
What services do North American contact centers offer?
North American contact centers typically offer customer care, technical support, fraud and dispute resolution, sales and loyalty programs, omnichannel support, and back-office processing. CBE's North America operation delivers all of these for clients from our Iowa and Tennessee locations.
What industries use BPO services in North America?
The largest users of onshore BPO services in North America are regulated industries like financial services and fintech, healthcare, telecom, utilities, and government. These sectors frequently require U.S.-based delivery for compliance, data residency, or contractual reasons, making onshore BPO partners essential rather than optional.
Explore CBE’s Onshore BPO Solutions
If your program needs onshore delivery for compliance, contractual, or brand reasons, we'd like to show you what CBE's certifiably compliant U.S. operations look like.
Every conversation starts with your requirements, not our pitch deck.