Find the Perfect Call Center with Outsource Consultants

Outsource Consultants is a strategic advisory firm that matches enterprises with high-performing BPO partners through a vetted global network of 500+ vendors.

AI Self-Service Solutions

AI Workflow Automation

Contact Center (CCaaS)

Self Service & Virtual Assistant Solutions

Workforce Optimization (QM/WEM/WFM)

Overview

Outsource Consultants is a leading call center referral and advisory firm specialized in connecting organizations with the world’s best business process outsourcing (BPO) providers. Founded by industry veteran Corey Kotlarz, the company serves as a strategic bridge between brands looking to scale their operations and the complex global landscape of third-party service providers.

The firm’s core focus is on simplifying the outsourcing journey for enterprises, mid-market companies, and fast-growing startups. They manage the entire vendor selection process—from initial needs assessment and RFP development to final contract negotiation and implementation. Their service portfolio covers a wide range of outsourcing needs, including inbound and outbound call centers, back-office processing, lead generation, technical support, and automated customer service solutions.

With a market presence spanning North America, Nearshore (Latin America/Caribbean), and Offshore (Philippines/India/Europe) regions, Outsource Consultants has positioned itself as a global authority in the BPO space. They cater to diverse industries such as e-commerce, telecommunications, financial services, and healthcare. By maintaining an active pulse on industry trends like AI integration and remote workforce management, they ensure their clients partner with vendors who are not just cost-effective, but also technologically advanced and operationally resilient. Over the years, they have facilitated thousands of successful partnerships, helping companies reduce costs by up to 50% while simultaneously improving customer satisfaction scores.

Positioning

Outsource Consultants positions itself as the "Strategic Outsourcing Expert" that de-risks the BPO selection process. In a market where many companies struggle with the high failure rate of outsourcing transitions, Outsource Consultants emphasizes "Certainty" and "Expertise." Their messaging focuses on the value of their 25+ years of industry experience and their ability to provide a "shortlist" of perfect-fit vendors in a fraction of the time it would take an internal team.

They differentiate themselves from competitors—such as large management consultancies or independent brokers—by offering a more specialized, boutique experience backed by massive scale. While global consulting firms may charge high retainers for BPO strategy, Outsource Consultants offers a more agile, results-oriented model. Their brand positioning is centered on being an objective advocate for the client, using the tagline "Your Partner for Outsourcing Success" to reinforce that they stay involved long after the contract is signed. They target decision-makers (COOs, VPs of Customer Experience, and Procurement Heads) who need to scale quickly but cannot afford the operational risk of a poor vendor choice.

Differentiation

The primary "product" offered by Outsource Consultants is their proprietary vendor matching methodology and their comprehensive BPO database. Their unique technical advantage lies in the depth of their vetting process; they don't just look at pricing, but evaluate vendors based on "culture-fit," technological infrastructure, geographic stability, and historical performance metrics across specific verticals like healthcare, retail, and fintech.

Key product differentiators include:

Proprietary BPO Database: Access to a curated network of over 500 global call centers and back-office providers that have undergone rigorous pre-screening.
Precision Matching Engine: A methodology that aligns client-specific KPIs with vendor strengths, reducing the risk of outsourcing failure.
Cost-Free Advisory: Providing executive-level consulting, RFP management, and vendor selection services without a direct fee to the client.
Omnichannel Expertise: Specialized focus on matching brands with vendors capable of sophisticated omnichannel support, including AI-driven chat, social media management, and complex technical support.

By leveraging their market intelligence, they provide clients with "insider" pricing and contract terms that are typically unavailable to companies negotiating directly with BPOs.

Ideal Customer Profile

The ideal customer for Outsource Consultants typically falls into the following profile:

Company Size: Mid-market to Enterprise ($50M+ in revenue), though they work with high-growth startups.
Outsourcing Volume: Organizations looking to staff 15 to 1,000+ full-time equivalents (FTEs).
Industries: High-touch sectors such as Retail/E-commerce, Healthcare, Financial Services, Travel/Hospitality, and Technology/SaaS.
Technical Maturity: Companies that have a clear set of KPIs and use modern CRM/CCaaS tools but lack the global network to find international partners.
Budget: Organizations looking to optimize a customer service or sales budget ranging from $500k to $20M+ annually.

Best Fit

Complex Sourcing Requirements: When a company needs to navigate a global market of 500+ BPO providers but lacks the internal bandwidth or data to vet them effectively.
Rapid Scaling Needs: For organizations that need to stand up a 50+ person support or sales team in weeks rather than months.
Cost Optimization Projects: When an enterprise needs to reduce operational overhead by shifting from onshore to nearshore or offshore models without sacrificing quality.
Risk Mitigation: When a company has had poor past experiences with BPOs and requires a third-party expert to facilitate the RFP and selection process to ensure a 'right-first-time' fit.

Offerings

BPO Sourcing & Selection: The core offering where they match clients with the ideal call center or back-office partner.
Nearshore/Offshore Strategy: Specialized consulting for companies looking to move operations to Latin America, the Philippines, India, or South Africa.
RFP Management: A structured service for large enterprises that require a formal, documented procurement process.
BPO Performance Consulting: A "rescue" service for existing outsourcing contracts that are failing to meet KPIs.
Omnichannel Strategy: Consulting on how to integrate voice, chat, email, and social media support within an outsourced environment.

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Buying Guide: Outsource Consultants

Everything you need to evaluate Outsource Consultants— from features and pricing to implementation and security.

Introduction

Navigating the global Business Process Outsourcing (BPO) landscape is a daunting task for any organization. With thousands of providers claiming excellence across various regions and industries, the risk of a "bad fit" is high, often leading to wasted capital and damaged customer relationships. Outsource Consultants acts as a strategic advisory firm that bridges this gap.

This guide provides an in-depth look at how Outsource Consultants leverages its proprietary database of over 500 vetted BPO providers to simplify the selection process. You will learn about their consultative approach, the specific industries they serve—ranging from healthcare and retail to fintech—and the operational benefits of utilizing a third-party expert to manage your RFP and sourcing strategy. By the end of this guide, you will understand if their "no-cost to the buyer" model aligns with your organizational goals for scaling and cost-efficiency.

Key Features

Proprietary BPO Database: Access to a curated network of over 500 global BPO providers that have been pre-screened for financial stability, technical capability, and performance history.
Strategic Sourcing Advisory: Expert guidance on geographic selection (onshore, nearshore, or offshore) based on language requirements, time zone alignment, and budget.
End-to-End RFP Management: Full facilitation of the Request for Proposal process, including drafting requirements, scoring responses, and managing provider communications.
Cost & Contract Benchmarking: Leverage market data to ensure you are receiving competitive pricing and industry-standard Service Level Agreements (SLAs).
Performance Audits & Consulting: Beyond selection, they offer ongoing consulting to optimize existing BPO relationships and improve underperforming programs.
Specialized Vertical Expertise: Deep knowledge in niche sectors including Healthcare (HIPAA compliance), Finance (PCI DSS), and E-commerce.

Use Cases

E-commerce Seasonality: A major retailer uses Outsource Consultants to find a flexible BPO that can scale from 20 agents to 200 during the holiday peak, ensuring no drop in CSAT.
Fintech Growth: A rapidly growing fintech startup needs a PCI-compliant partner in a nearshore location like Mexico to provide bilingual support at 40% less than US-based costs.
Healthcare Back-Office: A medical billing company leverages the firm to find a HIPAA-compliant offshore partner to handle high-volume claims processing with 99.9% accuracy.
SaaS Technical Support: A software company utilizes the consultancy to move Tier 1 and Tier 2 technical support to the Philippines, allowing their internal engineers to focus on product development.

Pricing Models

Contingency-Based Model (Standard): In most sourcing engagements, Outsource Consultants' fees are paid by the selected BPO provider. This makes the service "no-cost" to the buyer, similar to an executive search firm or a real estate broker.
Consulting Fees: For specialized projects such as performance audits, deep-dive operational consulting, or long-term strategy development not tied to a specific BPO placement, a project-based or hourly fee may apply.
No Hidden Markups: The BPO providers typically offer the same or better rates through the consultancy due to the volume of business the firm manages.
Cost Drivers: Factors influencing the complexity (and thus the resources required) include the number of seats, technical integration needs, and the number of geographic regions being considered.

Technical Requirements

As a consulting service, the technical requirements are minimal but focused on communication:

Web Conferencing: Access to Zoom or Microsoft Teams for provider presentations and discovery sessions.
Collaboration Tools: Ability to use shared folders (SharePoint, Google Drive) for RFP documentation and provider profiles.
Data Access: Provision of historical call/chat volume data (CSV or Excel) to allow for accurate provider pricing.
No Hardware/Software Install: There is no proprietary software to install; the engagement is purely service and data-driven.

Business Requirements

To successfully engage with Outsource Consultants, organizations should have:

Defined Scope of Work (SOW): A clear understanding of the functions to be outsourced (e.g., Tier 1 support, outbound lead gen, back-office processing).
Executive Buy-in: Alignment from C-suite or VP-level stakeholders on the decision to outsource or transition providers.
Baseline Metrics: Current internal performance data (AHT, CSAT, Conversion Rates) to provide a benchmark for the new BPO provider.
Stakeholder Availability: A designated project lead to participate in discovery calls and review provider shortlists.
Change Management Readiness: A plan for how internal teams will interact with the outsourced partner once integrated.

Implementation Timeline

The advisory and matching process typically follows this timeline:

Discovery & Needs Assessment (Week 1-2): Detailed analysis of requirements, volume projections, and cultural fit.
Provider Matching & Shortlisting (Week 2-3): Outsource Consultants identifies the top 3-5 BPOs from their database of 500+ global providers.
RFP Distribution & Review (Week 3-5): Facilitation of the RFP process, including site visits (virtual or physical) and proposal comparisons.
Selection & Contract Negotiation (Week 5-7): Finalist selection and assistance with Master Service Agreement (MSA) terms.
BPO Onboarding & Launch (Week 8+): The chosen BPO begins their specific training and implementation phase.

Support Options

Dedicated Account Manager: A single point of contact throughout the discovery and selection process.
Executive Leadership Oversight: Senior consultants often participate in high-stakes negotiations and strategy sessions.
On-Site Visit Facilitation: Coordination of site inspections to BPO centers in regions like the Philippines, Latin America, or India.
Post-Implementation Check-ins: Periodic reviews to ensure the BPO is meeting the agreed-upon SLAs and KPIs.
Knowledge Base & Research: Access to white papers, geographic market reports, and outsourcing cost guides.

Integration Requirements

While Outsource Consultants acts as an advisory layer, the integration focus is on the selected BPO's technical capabilities:

Omnichannel Support: Integration with CRM platforms (Salesforce, Zendesk, HubSpot) and CCaaS platforms (Five9, Nice, Genesys).
Data Security Protocols: Secure VPN or VDI access to client systems.
Reporting APIs: Ability to push performance data into the client's BI tools (Tableau, PowerBI).
Communication Channels: Seamless integration into client Slack/Teams environments for real-time collaboration.
Technical Standards: Adherence to the client's specific API documentation for custom software.

Security & Compliance

Outsource Consultants ensures that all recommended BPOs meet stringent security standards:

Compliance Certification Vetting: Verification of SOC 2 Type II, ISO 27001, HIPAA, and PCI DSS compliance based on client needs.
GDPR Adherence: Ensuring providers in European or nearshore regions comply with strict data privacy regulations.
Physical Security: Vetting BPO facilities for badge access, "clean room" environments, and surveillance.
Data Residency: Identifying providers capable of maintaining data within specific geographic boundaries to meet regulatory requirements.
Background Checks: Ensuring the BPO maintains rigorous hiring and background check protocols for all agents.

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