Customer Support and Contact Center Outsourcing Services
Scale Your Support. Protect Your Brand. Stay Compliant.
Your customers aren’t focused on who answers the phone. They only know how it feels to get the answer they need. That moment is when your brand promise is either kept or broken. For companies operating in complex or highly regulated industries, it's a moment too important to leave to chance.
Fortunately, We Built CBE Differently.
For more than 90 years, we've helped organizations manage high-volume customer interactions while meeting strict compliance, security, and performance standards. We deliver outsourced customer experience and back-office support built around your brand, your customers, and your operational goals.
Customer Support Outsourcing Without the Trade-Offs
If you lead customer experience at a complex organization, you already know the pressure. Customer expectations climb every quarter. Demand spikes overnight. Compliance requirements tighten. Internal teams are at or over capacity. And the partners who are supposed to help often add complexity instead of removing it.
Most CX leaders are forced into trade-offs they didn't sign up for:
- Cost vs. Quality
- Flexibility vs. Control
- Speed vs. Compliance
- Growth vs. Risk
CBE exists to take that weight off your shoulders. We pair seasoned operators with tailored, scalable programs to remove operational burden, reduce risk in AI and global delivery, and deliver consistent, reliable customer experiences, even in the most highly regulated industries. That means simplifying complexity, protecting sensitive data, and controlling cost, so you can step out of day-to-day CX operations and focus on growing your business.
A Customer Experience Partnership Built Around Your Brand
CX leaders don't need another vendor. They need a partner.
CBE doesn't deliver off-the-shelf outsourcing. Every program starts with brand immersion: learning your voice, your values, and the specific way your customers expect to be treated when they reach out. From there, we tailor the workforce, the training, the technology, and the oversight to feel like an extension of your in-house team.
Whether you're piloting a new program, scaling a mature one, or replacing a partnership that didn't work out, our model is built to flex with you. Boutique attention. Enterprise performance. Compliance embedded in everything we do.
Customer Support and Contact Center Services
Every capability we offer is built to address a specific challenge and delivered with the precision, compliance rigor, and human judgment the work requires.
CX Strategy & Transformation
You're modernizing how your business serves customers, and the strategy can't outpace your ability to execute. We bring decades of consultative experience to the table, helping leaders design, launch, and scale CX programs that deliver loyalty and lasting value.
Customer Experience & Care
Customers expect to reach you on their channel of choice and get the same quality of help no matter where they start. We deliver omnichannel engagement across voice, chat, email, and social, with brand-aligned agents who treat every interaction as an opportunity to deepen trust.
Workforce & Training Solutions
Hiring the right agents is hard. Training them well is harder. Keeping them long enough to build expertise is even more difficult. Our APEX Award-winning training program, recognized by Training magazine for five consecutive years, prepares agents who know your products, your customers, and your culture. Brand-immersed onboarding, ongoing coaching, and leadership development build teams that perform and stay.
Technical & Specialized Support
When something goes wrong, your customer doesn't want a script. They want a resolution. From Tier 1 troubleshooting to specialized expert guidance, we deliver knowledgeable care that resolves issues quickly and leaves customers more confident in your brand than when they called.
Analytics & Insights
You have the data. What you need is the insight surfaced at the right time, in a form your team can act on. We provide real-time reporting, performance analytics, and forecasting that turn customer experience operations into a source of strategic advantage, not just a cost line.
Fraud Prevention & Risk Management
In regulated and high-stakes environments, one compliance misstep costs more than the entire outsourcing investment saves. We embed compliance, security, and fraud monitoring into every program from day one, backed by PCI Level 1, SOC 2 Type II, and ISO 27001 certifications.
Industry-Tailored Solutions
Off-the-shelf doesn't work in finance, healthcare, telecom, utilities, government, or retail/ecommerce. Each industry has its own regulations, its own customers, and its own definition of "done well." We build programs purpose-fit for each, engineered for performance at scale with the compliance posture each sector demands.
Back-Office Optimization
Behind every great customer interaction is the back-office work that makes it possible. Claims processing, revenue cycle management, loan servicing, first-party collections, and other specialized work executed with precision, staffed for compliance, and built to give your internal teams their time back.
Why Companies Choose CBE for CX Outsourcing
Choosing a CX partner is a high-stakes decision. The companies that choose CBE, especially those that stay with us for decades, tend to value the same things: protecting their brand, maintaining strong compliance standards, and working with a partner that cares for their customers as they would their own.
Here's what they tell us makes the difference.
90+ Years of Operational Excellence
"Will this partner still be here in five years?"
CBE has been in business since 1933 and weathered nine decades of economic cycles, technology shifts, and industry changes. Some of our clients have been with us since the 1990s. That's a record we earn every day through disciplined execution, relationships that compound over time, and a refusal to compromise on the things that matter.
Stringent Compliance, Woven In
"Can I trust this partner with sensitive data and regulated work?"
Compliance isn't a claim at CBE — it's verified. PCI Level 1. SOC 2 Type II. ISO 27001. Active Authority to Operate. 2025 BBB Torch Award for Ethics. With 10+ active certifications and decades of audit performance, we don't just meet standards. We raise them.
Human-Centered, Agile Delivery
"Will the people on the front-line care about my customers?"
Our agents are your brand voice, and we invest in them because they represent you. APEX Award-winning training. Sub-8% turnover in an industry that runs 20-30%. Average tenure over five years. Post-90-day retention above 90%. The people who care for your customers stay long enough to do it well.
Scalable Innovation & Flexibility
"Can this partner scale with us without breaking what works?"
Boutique by design, enterprise by capability. From a five-FTE specialty program to a 300-agent surge in 90 days, we deliver the right scale at the right speed. Our dual-shore delivery model in North America and the Philippines operates under aligned SLAs and unified playbooks, so wherever the work happens, the standard stays the same.
Technology With Purpose
"How will AI and automation actually help my customers?"
We don't chase trends. We deploy the tools that make our people faster, sharper, and more accurate. AI-enabled routing and forecasting. NICE workforce management. Zenarate scenario training. RPA where it belongs. Each tool is chosen for the specific value it brings to your customers and your team. We focus on technology that supports human connection without replacing it.
Partnership by Design
"Will I actually have access to the people running my program?"
You'll have direct access to program leads, executive sponsors, and the leaders accountable for your success. No revolving door of account managers. No layered escalation paths. Just a partner who treats your business the way we'd treat our own because that's how partnerships are supposed to work.
Customer Support Outsourcing FAQs
How does contact center outsourcing work for customer support?
Contact center outsourcing partners a specialized provider with your business to handle customer interactions across voice, chat, email, and digital channels. At CBE, that means trained agents who learn your brand, work under your standards, and operate within our compliance framework, with direct executive oversight from our leadership team.
What is BPO customer service?
BPO customer service is the practice of outsourcing customer support operations to a partner who specializes in delivering them. Companies choose BPO partners like CBE when they need to scale customer experience without compromising brand voice, compliance, or quality.
What services are included in customer support outsourcing?
A full BPO partner like CBE delivers customer experience and care across voice, chat, email, and other digital channels; technical and specialized support; fraud prevention and risk management; back-office processing, including claims, revenue cycle management, loan servicing, and collections; analytics and reporting; and workforce training and CX strategy support.
How do companies scale customer support with a BPO?
Companies scale by leveraging the partner's existing workforce model, training infrastructure, and technology stack. CBE has helped clients launch 250-seat programs in weeks, scale 300-agent surges in 90 days, and grow steadily from five FTEs to enterprise-scale operations, all while maintaining compliance and brand voice.
How do BPO providers handle customer service?
The best BPO providers build each program from the ground up around the client's specific brand, customers, and goals. At CBE, every program starts with brand immersion, runs on a compliance-first operating model, and is overseen by leaders who stay on the program for the long term. The customer doesn't experience a vendor. They experience your brand.
Find the Right Customer Support Outsourcing Solution
If you're scaling a fast-growing program, replacing a partner that didn't work out, or building your first outsourced operation, we'd like to learn about your business and the customers you serve.
Every conversation starts with your goals, your brand, and your standards, not our sales pitch.