Contact Center Outsourcing | Voice, Chat, Email and Social Under One Team
Contact Center Outsourcing
Contact center outsourcing hands your customer conversations — across voice, chat, email, messaging and social — to a provider who staffs, manages and measures them as one operation. The word that matters is one. Customers do not think in channels. They message, get no answer, email, then call, and expect whoever picks up to know all three happened.
Global Empire Corporation runs outsourced contact centers where every channel shares the same agents, the same customer history and the same definition of resolved. With more than 25 years in customer operations and delivery in 27+ languages, we build programs around how your customers actually reach you rather than around a channel list.
- Voice, chat, email, messaging and social handled by one blended team
- A single customer history visible on every channel
- Resolution measured per issue, not per ticket or per channel
- Onshore, nearshore and offshore delivery in 27+ languages
- 1.1B+
- Transactions Processed
- 11+
- Contact Centers Worldwide
- 27
- Service in 27+ Languages
- 35.5k+
- Over 35000 Happy Employees
- 10M+
- New Customers Acquired
One Customer, One History, Whichever Channel They Use
Most contact centers grew a channel at a time: phones first, then an email inbox, then chat bought by marketing, then social handled by whoever noticed. Each has its own queue, its own targets and often its own team. The customer experiences the seams — repeating themselves, getting different answers, being told to call instead.
Outsourcing is a chance to remove the seams rather than copy them. We staff blended teams with a single view of the customer, route by the skill the enquiry needs rather than the channel it arrived on, and report resolution per customer issue instead of per ticket. The measure we care about is how many contacts it took to solve the problem.
Every channel, one operation
Outsourced Contact Center Services
Inbound Voice Support
Customer service and support lines staffed to your hours with agents who can resolve rather than relay.
Live Chat & Messaging
Web chat, in-app and messaging channels with concurrency set by complexity, not by a blanket target.
Email & Ticket Support
Backlog-free inbox management with response and resolution times agreed by enquiry type.
Social Media Customer Care
Public and private replies on the platforms your customers use, with clear escalation for reputational risk.
Technical Support
Tiered product and software support with defined escalation into your engineering or product team.
Order & Account Support
Order status, returns, billing questions and account changes handled inside your systems.
Outbound & Proactive Contact
Service notifications, follow-ups and retention outreach that prevent the inbound contact happening at all.
Quality & Reporting
One quality rubric across channels, calibrated with your team, and reporting you can drill into yourself.
How We Build an Outsourced Contact Center
Channel strategy comes before seat count. These steps are in the order they need to happen.
- <strong>Map Contact Reasons by Channel</strong> — Why customers contact you, through which channel, and how often they switch. The switching is where the waste is.
- <strong>Decide What Each Channel Is For</strong> — Some enquiries resolve fastest by chat, some need a call. We steer customers deliberately rather than offering everything everywhere.
- <strong>Blend the Team</strong> — Agents skilled across channels, scheduled against combined demand, so a quiet phone queue helps a busy inbox.
- <strong>Unify the Customer View</strong> — One record of every interaction, available on every channel, in your platform or ours.
- <strong>Measure the Journey</strong> — Contacts per resolution, channel switching and repeat contact reported alongside the usual service levels.
Contact Center vs Call Center Outsourcing: What Actually Changes
The terms are often used interchangeably, and for a voice-only program the difference is academic. Once written channels carry real volume, it becomes practical, because the operating model is different in three ways that affect cost and quality.
First, staffing maths. A voice agent handles one conversation at a time; a chat agent may handle two or three; email is worked in batches between live contacts. A provider who prices and schedules every channel as if it were voice will either overcharge you or understaff your written channels. Ask how concurrency is set and what happens to it when enquiries are complex — forcing three simultaneous chats on a technical queue is a false economy that shows up as long, fragmented conversations.
Second, skills. Writing is a different competence from speaking. An agent who is warm and effective on the phone can be unclear or abrupt in text, and written answers are permanent, quotable and screenshot-able. Hiring and quality review need a written-communication standard of their own. Third, measurement. Average handle time means little for asynchronous channels. Time to first response and time to resolution replace it, and the number that ties everything together is contacts per resolved issue. If that number falls, the operation is genuinely improving, whatever the individual channel metrics say.
- Concurrency, not headcount, drives the cost of written channels
- Written communication needs its own hiring and quality standard
- Replace handle time with first response and time to resolution on async channels
- Contacts per resolved issue is the measure that spans every channel
Related services
Build a complete support programme
Frequently asked questions
What is contact center outsourcing?
Engaging an external provider to run your customer contact across channels — voice, chat, email, messaging and social — including the agents, management, quality assurance and usually the technology. The provider is accountable for agreed service and resolution levels.
How is it different from call center outsourcing?
Call center outsourcing is centered on voice. Contact center outsourcing covers every channel as one operation, which changes staffing, skills and measurement. If most of your contact is by phone, our call center outsourcing guide is the better starting point.
Can you work in our existing platform?
Yes. Many clients keep their own CRM and contact center platform and give our agents secure access; others use ours. We recommend whichever keeps the customer history in one place and meets your security requirements.
Do all channels have to be outsourced together?
No. Programs often start with one pressure point — after-hours voice, a chat backlog, a seasonal email peak — and extend once the model is proven. The design should still plan for a single customer view, so later channels join rather than sit alongside.
How many languages can you support?
We deliver in 27+ languages. For each program we confirm which are staffed directly on the team and at which hours, since cover that exists only through transfer or translation performs very differently from native-speaking agents on shift.
How is quality managed across channels?
With one rubric adapted per channel, scored by our quality team and calibrated with yours on the same sample of interactions. Written channels carry an additional standard for clarity and tone, because those answers are permanent.
TESTIMONIALS
Our trusted clients
Efficient, professional service with a personal touch. It’s rare to find a provider that consistently delivers both quality and responsiveness at this level.
Over the years I’ve been impressed with the professionally trained staff at Global Empire. Our customers are often anxious or angry, and their team consistently puts them at ease. In two decades, we have never had a customer complaint — which says everything.
As we expanded from Europe into North America, we knew customer service and technical support would be critical to success. We were impressed to learn Global Empire was handling support for a market leader. After working with them, it’s clear why — their service sets the standard.
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The Complete Guide to Call Center Outsourcing
Services, onshore vs nearshore vs offshore delivery, pricing models, compliance and how to choose a partner, in one place.