Enterprise BPO & contact centre outsourcing · India
Call center outsourcing built for companies that need scale, not a call answering service
CrossShore builds and runs dedicated outsourced call center teams from our India delivery centre for clients across the United States, United Kingdom and Australia. Outbound, inbound, technical support and back office BPO services — staffed by English-fluent trained agents, delivered 24/7, at up to 60% less than onshore cost.
- Scale from 5 to 500+ seats
- Go live in 3–4 weeks
- Follow-the-sun 24/7 coverage
- Named delivery manager
- 500+
- Trained agents at our Ahmedabad delivery centre
- 47
- Clients served in the US, UK and Australia
- 60%
- Typical cost reduction vs. onshore teams
- 24/7
- Follow-the-sun coverage, 365 days a year
Who we are
An outsourcing partner with the operating discipline of an enterprise BPO
Most companies do not start looking for an outsourced call center in India because they want to cut a line item. They start looking because their current setup has hit a ceiling: hiring cannot keep pace with volume, attrition is eating margin, coverage stops when the office closes, or a growth plan needs 200 seats that no one can recruit onshore inside a year.
CrossShore exists for that problem. We run a multi-hundred-seat delivery centre in Ahmedabad, structured the way large BPO organisations are structured — dedicated client programmes, named delivery leadership, in-house recruitment and training academies, independent quality assurance, and infrastructure designed for regulated workloads. What you get is not a vendor answering overflow calls. It is an operational extension of your business, accountable to an SLA you sign before go-live.
We work with organisations in three primary markets — the United States, the United Kingdom and Australia — spanning healthcare, e-commerce, financial services, SaaS, insurance, telecom and real estate. Programmes range from a five-seat outbound pilot to enterprise engagements running around the clock across multiple channels.
Where clients start
Cost pressure
Onshore fully loaded cost per agent has become unsustainable against revenue per customer.
Coverage gaps
Queues go unanswered outside business hours, and weekend volume is being abandoned.
Hiring ceiling
The growth plan needs headcount the local labour market cannot supply fast enough.
Pipeline shortfall
Sales teams are spending selling time prospecting instead of closing qualified meetings.
BPO services
Six outsourcing capabilities, delivered as dedicated teams
Each service runs as its own programme with its own hiring profile, training curriculum, quality rubric and SLA. Combine them into a single blended team, or run them independently.
Outbound Call Center
B2B and B2C outbound campaigns, cold calling, telesales and appointment setting at scale.
Explore serviceInbound Customer Support
24/7 omnichannel customer service across voice, chat and email with measurable SLAs.
Explore serviceTechnical Support & IT Help Desk
L1, L2 and L3 technical support, software support and remote troubleshooting.
Explore serviceLead Generation
Outbound prospecting, database building and qualified pipeline for your sales team.
Explore serviceBack Office Support
Data entry, order processing, billing support and dedicated virtual assistants.
Explore serviceIT & Tech Services
Dedicated remote engineering pods, managed infrastructure and application support.
Explore service
Global delivery footprint
Follow-the-sun coverage from India to the US, UK and Australia
Our delivery centre runs rostered shifts mapped to each client market, so calls are answered in-hours by named agents on your programme — not by an after-hours answering service.
| Client market | Time zones | Delivery shift (IST) | How it works |
|---|---|---|---|
| United States | ET / CT / MT / PT | 18:00 – 06:00 IST | Night-shift teams cover the full US business day, including West Coast close. |
| United Kingdom | GMT / BST | 13:00 – 23:00 IST | Afternoon and evening shifts align to London 08:00 – 18:00. |
| Australia | AEST / AEDT / AWST | 04:00 – 15:00 IST | Early-morning shifts open before Sydney and Perth business hours. |
| Weekend & holiday | All markets | 24/7, 365 days | Rostered weekend cover and public-holiday continuity in every region. |
Why CrossShore
What separates an enterprise BPO partner from a low-cost vendor
Cost is the reason most conversations start. Operating discipline is the reason programmes last. These six commitments are written into every engagement we run.
Dedicated teams, not a shared pool
Agents on your programme work only on your brand. No shared queues, no divided attention, no learning three products at once.
A named delivery manager from day one
One accountable owner for performance, escalations and reporting — not a rotating cast of account handlers.
Transparent seat-based pricing
One rate per seat covering recruitment, training, workspace, telephony, supervision and QA. No surprise line items.
Enterprise-grade delivery infrastructure
Dual power feeds, multiple independent carriers with automatic failover, and access-controlled floors built for regulated workloads.
Quality built into the operating model
Dedicated QA analysts score calls against your rubric weekly, with calibration sessions you are invited to join.
Reporting you can take to your board
Daily dashboards, weekly performance packs and monthly business reviews tied to the metrics you actually report on.
Security & compliance
- ISO 9001
- ISO 27001
- GDPR-ready
- PCI-DSS
- HIPAA-aware
Controls are applied per programme according to the data classification you are handing us. Scope and evidence are shared during due diligence.
How engagement works
From first conversation to live team in about four weeks
A deliberately unglamorous, repeatable onboarding process. You know what happens each week, who owns it, and what you are signing off before we recruit a single agent.
- 01Week 1
Discovery and scoping
We map your volumes, channels, systems, coverage hours and success metrics, then size the team and shift pattern needed to hit them.
- 02Week 1–2
Commercials and SLA sign-off
You receive a seat-based cost model, a staffing plan and a written SLA covering answer times, quality scores and reporting cadence.
- 03Week 2–4
Recruit and train
We recruit against a profile you approve, run product and systems training, and certify every agent before they touch a live interaction.
- 04Week 4 onward
Go live and optimise
Your named delivery manager runs daily huddles, weekly performance reviews and monthly business reviews against the agreed SLA.
Industries
Vertical experience that shortens the ramp
Agents arrive on your programme already familiar with the vocabulary, compliance constraints and customer expectations of your sector.
- HealthcarePatient scheduling, benefits verification, claims follow-up and 24/7 nurse-line overflow support.
- E-commerce & RetailOrder support, WISMO resolution, returns processing and peak-season surge capacity.
- Real EstateSeller and buyer lead qualification, listing appointment setting and ISA support desks.
- SaaS & TechnologyProduct onboarding, tiered technical support, trial-to-paid outreach and churn-save calling.
- Financial ServicesApplication processing, collections support, KYC document chase and servicing helplines.
- InsurancePolicy servicing, quote follow-up, renewal retention calling and first-notice-of-loss intake.
- Telecom & UtilitiesProvisioning support, fault triage, win-back campaigns and high-volume billing enquiries.
Client markets
Outsourcing programmes tailored to your market, not translated into it
Regulatory context, consumer expectations and buying culture differ across our three core markets. So do our training curricula, calling windows and compliance controls.
Insights
Research and buyer guides for outsourcing decisions
In-House vs. Outsourced Call Center: A Cost Breakdown for US Companies
The line items most in-house cost models leave out — and how the true fully loaded cost per seat compares.
How to Choose a Cold Calling Partner: 9 Questions to Ask
The diligence questions that separate a disciplined outbound operation from a dialler farm.
Why India Remains the Top Destination for Call Center Outsourcing in 2026
Talent supply, English proficiency, infrastructure maturity and the economics behind India’s position.
FAQs
Call center outsourcing questions, answered
The questions procurement, operations and finance teams ask us most often during evaluation. For anything not covered here, talk to a solutions consultant.
Get started
Get an indicative seat cost for your programme
Send us your channel mix, monthly volumes and required coverage hours. You will get back a staffing plan, an indicative cost per seat and a realistic go-live date — usually within one business day, always without obligation.