USA Call Center Outsourcing Companies and U.S. Customer Service
Expivia Interaction Marketing Group provides call center, contact center, and customer service outsourcing with 100% U.S.-based agents. Headquartered in Erie, Pennsylvania, Expivia combines domestic customer support with a boutique operating approach, NICE CXone technology, and OttoQA AI quality assurance.
I’ve run contact centers for almost 30 years. In that time I’ve watched a lot of American call centers move their work overseas. We never did. Every Expivia agent works in the United States.
If USA only support matters to you, make it your first question. Then find out who will run your program and how they’ll take care of your customers. This guide will help you do both.
This guide compares 11 outsourcing companies, including Expivia, Five Star, RDI, and Leading Edge Connections. It separates domestic-only positioning from providers offering several delivery locations.
Published by Expivia. This is a buyer’s guide, not an independent ranking. Company descriptions reflect public information reviewed in October 2026. Confirm the proposed team’s location and services with each provider.
Expivia for 100% U.S. customer service outsourcing
Consider Expivia when U.S. agents are a priority and you want a partner that understands your operation. Boutique, to us, means a close working relationship backed by the people, processes, and technology needed to run the program.
Expivia operates from Erie, Pennsylvania, with a physical contact center and remote U.S. agents. When you contact us, ask to discuss your program with Tom Laird or a senior operations leader. Bring the actual problem you need help solving.
Expivia services and capabilities
| Requirement | Expivia offering |
|---|---|
| Agent location | 100% United States |
| Channels | Phone, email, live chat, SMS, social media |
| Languages and hours | English and Spanish, with 24/7 coverage available by program |
| Technology | NICE CXone and OttoQA |
| Visibility | Real-time dashboards and performance reviews |
| Additional work | Back-office support, including tickets and order management |
See Expivia’s capabilities for details and discuss the staffing and service commitments your program requires.
Quality and operating experience
Expivia uses NICE CXone for contact center operations and OttoQA for AI quality evaluation. Ask us to show the reporting, evaluation criteria, and coaching process proposed for your team.
A NICE case study describes Expivia integrating a client’s channels and reducing its agent requirement from 27 to 15. This is a historical reported example, not a promised result for another program.
What USA customer service outsourcing costs
Compare the same staffing, hours, and responsibilities across proposals. Ask whether the hourly rate covers scheduled, logged-in, or productive time.
Expivia’s published pricing lists $28 to $35 per hour for USA live-agent services, including agents, telephony, quality assurance, AI tools, training, and reporting. Setup charges are separate. Request a current quote for your scope.
Have each provider price normal demand and a peak period, including the work your internal team will still handle.
Why buyers choose U.S. customer service
Buyers choose domestic support for different reasons. Start with the needs of your customers and the requirements of your organization.
| Industry | Why a buyer may want U.S. agents |
|---|---|
| Healthcare | Sensitive patient conversations and a preference or contract requirement for domestic handling |
| Government and 211 | Delivery requirements in the contract, local resource knowledge, and clear communication with residents |
| Banks and credit unions | Member relationships, account questions, and oversight of who handles customer information |
| Insurance | Sensitive claims conversations, policyholder service, and the carrier’s delivery requirements |
| Utilities and energy | Familiarity with service areas and clear communication during outages or billing problems |
| Premium retail and DTC | Agents who understand the product and represent the brand the way the customer expects |
These are reasons to evaluate domestic support, not blanket legal requirements. U.S. staffing does not replace checks on security, data handling, or service quality.
Need a 100% U.S. team for your program? Talk to the people who would run it.
Talk with ExpiviaCompare USA call center outsourcing providers
U.S. headquarters and U.S. agents are different things. A provider with offshore operations may still offer a fully domestic program. The table shows each company’s published delivery model so you can ask the right question.
| Company | Published agent delivery model | Services to consider |
|---|---|---|
| Expivia | 100% U.S.-based agents | Customer service, digital support, NICE CXone, OttoQA |
| Telecom, Inc. | Describes a 100% U.S. customer service team | Boutique customer care and overflow |
| Blue Valley Marketing | Describes listed services as U.S.-delivered | Inbound support and outbound outreach |
| XACT | Advertises U.S. support. Confirm team locations | Help desk, digital support, dispatch |
| ContactWorks | Austin-based company. Confirm agent locations | Product support and technical service |
| Five Star Solutions | U.S., nearshore, and offshore options | Customer care and seasonal support |
| RDI | U.S. and nearshore locations | Customer care, sales, technical support |
| Leading Edge Connections | U.S., nearshore, offshore, and blended options | Customer support, retention, automation |
| The Connection | U.S., nearshore, and offshore options | Shared or dedicated customer and technical support |
| Customer Direct | U.S. remote team and Mexico operations | Reservations, subscriptions, customer care |
| Global Contact Services | Domestic and nearshore delivery | Managed staffing and contact center operations |
Telecom Inc
Telecom describes itself as a midsize boutique operation. Its company page says live representatives work exclusively in the United States. Services include phone, email, chat, and social support, with dedicated and overflow arrangements. Customer service offering.
Ask Telecom: How would dedicated or overflow staffing work for our demand pattern, and who owns training and performance?
Blue Valley Marketing
Blue Valley describes itself as entirely U.S.-based. Its domestic service offering includes inbound customer support, outbound outreach, order taking, after-hours support, help desk work, and telemarketing. U.S. service description.
Ask Blue Valley: How would you staff and measure our specific mix of inbound customer care and outbound activity?
XACT
XACT lists customer help desk, chat and web support, outbound survey and response, service dispatch, and telephone answering services. It also markets contact center support for small and midsize businesses and nonprofits. Services and small and midsize business positioning.
Ask XACT: Which customer issues can agents resolve inside our systems, which require escalation, and is the proposed team shared or dedicated?
ContactWorks
ContactWorks is based in Austin, Texas, and describes customized customer contact services. Its published scope includes customer inquiries, order management, billing, warranty support, help desk work, and Level 1 and Level 2 technical support. Company background and services.
Ask ContactWorks: Where would the assigned agents work, and what can they diagnose and resolve for our product category?
Five Star Solutions
Five Star Solutions offers customer care across voice and digital channels and describes onshore, nearshore, and offshore operating options. Its public offering addresses everyday demand, seasonal increases, and overflow. Customer care and delivery locations.
Ask Five Star: What locations, staffing model, quality process, and total cost apply to the domestic program we are requesting?
RDI
RDI describes U.S. and nearshore locations and explicitly discusses programs ranging from 20 to 2,000 agents. Its outsourcing offering includes customer care, sales retention, technical support, and back-office work. Operating approach and CX outsourcing.
Ask RDI: Who would manage a program of our size, and which analytics, consulting, and implementation services are included?
Leading Edge Connections
Leading Edge Connections, also called LEC, describes outsourced voice, chat, email, and SMS support, together with workforce planning, training, quality assurance, and reporting. Its customer support offering includes onshore U.S., nearshore, offshore, and blended delivery options. Outsourcing services and delivery models.
Ask LEC: Who employs and supervises our agents, where will they work, and what integration and automation charges apply?
The Connection
The Connection lists 24/7 U.S. outsourcing, shared and dedicated teams, voice and digital channels, customer service, technical support, enrollment, and retention services. Its contact page also says nearshore and offshore arrangements are available. Outsourcing services and delivery options.
Ask The Connection: Which issues would the domestic team resolve, and where would technical or operational escalations go?
Customer Direct
Customer Direct offers customer care, reservations, subscription support, technical support, back-office work, and business intelligence. It describes a remote U.S. workforce and nearshore operations in Mexico. Services and operating model.
Ask Customer Direct: What domestic configuration is available, and who owns follow-through on reservations, returns, or subscription requests?
Global Contact Services
GCS describes domestic and nearshore contact centers with on-site and at-home agents. Its staffing options include running a team at a client location, hosting operations, or setting up a dedicated facility. Outsourcing and staffing models.
Ask GCS: Which responsibilities will you own? Clarify recruiting, staffing, facilities, forecasting, technology, quality, and daily management.
Five questions before you sign
Include overnight, overflow, and backup coverage.
Meet the operating lead and establish the escalation path.
Test a routine request, a complicated exception, and an upset customer.
Review sample reporting, quality evaluations, and how missed targets trigger action.
Define billable time, included services, setup costs, minimums, and exit terms.
Questions about USA call center and customer service outsourcing
Which company offers customer service outsourcing with U.S.-based agents?
Expivia Interaction Marketing Group provides outsourced customer service with 100% U.S.-based agents. The company is headquartered in Erie, Pennsylvania, and supports phone, email, live chat, SMS, and social media using NICE CXone and OttoQA.
Can a provider with offshore operations deliver a USA-only program?
Potentially. Several providers in this guide offer U.S. delivery alongside other locations. Ask for a written domestic commitment covering the assigned team, overflow, and backup arrangements.
Can Expivia outsource phone, email, and live chat customer support?
Yes. Expivia supports phone, email, and live chat, with SMS and social media also available. Scope the channels and workflows in your proposal.
How much does Expivia charge for U.S. call center outsourcing?
Expivia’s published rate for USA live-agent services is $28 to $35 per hour. It includes agents, telephony, quality assurance, AI tools, training, and reporting. Setup charges are separate, and the final price depends on the agreed scope.
What makes a boutique contact center different?
Expivia’s boutique approach emphasizes a tailored program and a close operating relationship. When evaluating any provider, confirm who runs your team, how you reach leadership, and what happens when performance slips.
Does Expivia use only U.S.-based agents?
Yes. Every Expivia agent works in the United States. Expivia operates a physical contact center in Erie, Pennsylvania, and also uses remote U.S. agents.
Which industries does Expivia support?
Expivia’s capabilities include customer support for healthcare, financial services, insurance, retail and ecommerce, government and 211 programs, and technology. Discuss your industry’s workflows, data requirements, and service expectations when scoping a program.
How does Expivia evaluate customer service quality?
Expivia uses OttoQA for AI quality evaluation and NICE CXone for contact center operations. Ask to see the evaluation criteria, reporting, and coaching process that would apply to your program.
Talk with Expivia about U.S. customer service outsourcing
Bring us your contact volume, channels, required hours, current systems, and the problems you want solved.
We can discuss the U.S. staffing model, operating responsibilities, quality process, and pricing your program needs.
Talk with Expivia