A full scale CX
outsourcing partner

Where human connection meets, AI-operated precision.

  • Customer-first approach, always.
  • Fluent across every channel.
  • Outcomes, not just outputs.
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Trusted by Fortune 500 Companies

5,000+

Employees

24/7

Multilingual Support

31+

Languages Spoken

60%

Women in the Workforce

12

Global Strategic Centers

Why Businesses
Choose ContactPoint 360

Outsource Smarter.
Scale Faster

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No.1

Partner ranking based on performance

$16M

Added in upselling/cross-selling

99.8%

SLA compliance across all service lines

25%

AHT (Average Handle Time) reduction

30%

Faster time-to-market for new initiatives

40%

Reduction in operational costs within first 6 months

60%

Decrease in quality-related escalations

107%

CSAT goal attainment

50%

Reduction in attrition

Outsource Smarter. Scale Faster

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Our Solutions Designed to Drive you Forward

Sales Outsourcing

Fuel growth with sales teams built to convert prospects into loyal customers.
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Multilingual Support

Speak every customer’s language and make every interaction feel local.
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Multichannel and Omnichannel Support

Meet customers wherever they are with connected, effortless experiences.
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Hybrid Shoring

Balance cost, talent, and performance with a delivery model designed for scale.
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Back Office Services

Power the front end with back-office operations that never miss a beat.
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Customer Care

Create memorable moments that turn customers into lifelong brand advocates.
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Agentic AI

Empower every customer journey with AI that takes action.
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Collections Management

Streamline collections management for improved recovery rates.
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HumAIn – Intelligence Behind Every Interaction

Purpose-built AI capabilities transforming every conversation into faster service, smarter support, and measurable business impact.

Workforce Management

AI-powered forecasting and precision scheduling that keep operations agile, efficient, and always prepared for demand shifts.

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Workforce Management

Real-Time Agent Assist

Live AI assistance that empowers agents with instant answers, smarter guidance, and faster resolutions in every interaction.

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Real-Time Agent Assist

Conversational AI

Intelligent AI experiences that automate conversations, uncover customer intent, and drive efficiency across the enterprise.

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Conversational AI

Knowledge & Search Management

GenAI-powered knowledge discovery that delivers instant answers, shortens hold times, and reduces support costs at scale.
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Knowledge & Search Management

Certified Trust: Our Commitment to Excellence

CX Success Stories

Auto Approve

Nearly two years into our partnership, ContactPoint 360 continues to deliver positive, adaptable, and top-tier agents. From leadership to frontline teams, they consistently do things the right way and evolve seamlessly with our changing business.
Steven Quam
BDR Enablement Manager, Auto Approve

Flair Airlines

Over the years, ContactPoint 360 has helped us build a strong, global support foundation. From Cebu to Canada, their team consistently delivers care and quality.
Duncan Patillo,
Director of CX, Flair Airlines

Tennis Channel

We're the center of tennis CX worldwide and ContactPoint 360 powers that. Their AI tools, 24/7 support, and outstanding agents keep our NPS high and fans happy.
Fred Kleiman,
Vice President of Customer
Service, Tennis Channel

Flair Airlines

ContactPoint 360 has been vital to our customer experience journey. Their agents truly care, and their leadership is always responsive and collaborative.
Maya Radhakrishna
Manager of CX, Flair Airlines

BC services

Our recent visit to ContactPoint 360’s CX campus in Colombia was truly outstanding. This was my second trip in just over a month, and it exceeded our expectations. From the moment we arrived, the organization, preparation, and thoroughness displayed by CP360 were second to none. It was clear that they were the perfect fit for us as partners.
Bob Reece,
Chief Operating Officer

Auto Approve

Working with ContactPoint 360 has been a breeze from day one. They truly make outsourcing feel easy and straightforward. I highly recommend partnering with them.
Orion Kirsch,
Director, Auto Approve

Achosa Home Warranty

Since 2018, ContactPoint 360 has hit the sweet spot. They are small enough to treat us like a customer and big enough to deliver enterprise-grade results.
Cory Byzewski,
Co-founder, Achosa Home Warranty

On Course Home Solutions

ContactPoint 360 has shown capability, delivered results, and proven every day that we can get better at servicing our customers—they have been a great partner, and we look forward to expanding that relationship.
Tim Adkisson,
Sr. Director of Claims, On Course Home Solutions

Flair Airlines

We couldn’t be more pleased to partner with ContactPoint 360 — a team we trust with our most critical operations and escalations. They deliver for us day in and day out, and we’re proud to call them our partner.
Eric Tanner
Chief Commercial Officer, Flair Airlines

Our Work in Action

Industries We Serve

Healthcare

Reducing patient friction while protecting compliance, continuity, and measurable care outcomes.

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Energy

Maintaining customer trust during demand spikes, outages, and large-scale service transitions.

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Utility

Ensuring service reliability across outages, billing cycles, and regulated essential operations.

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Travel

Preserving traveler confidence during disruptions, changes, and high-stress journey moments.

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Hospitality

Converting everyday service moments into lasting loyalty across the guest journey.

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Technology

Driving adoption and retention across fast-evolving digital products and platforms.

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Government

Improving citizen access while reducing friction across large-scale public service delivery.

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Insurance

Accelerating claims and policy journeys without compromising accuracy, fairness, or compliance.

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Legal

Enabling responsive client communication without compromising confidentiality, accuracy, or trust.

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Finance Services

Protecting customer trust across secure, highly regulated financial interactions.

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Retail

Driving repeat purchases through consistent, connected service across every channel.

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eCommerce

Supporting rapid business growth while preserving post-purchase customer confidence.

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Telecom

Reducing churn by resolving issues faster across large, high-volume environments.

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Real Estate

Improving responsiveness across tenant, buyer, and property lifecycle interactions.

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Gaming

Protecting player trust and engagement in high-velocity, always-on digital environments.

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Home Services

Improving appointment reliability and satisfaction across multi-location service operations.

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Home Warranty

Streamlining claims coordination to reduce resolution time and member churn.

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Transportation

Minimizing disruptions across complex, time-sensitive supply and delivery networks.

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ContactPoint 360’s Global Network

With a global footprint spanning across multiple continents, ContactPoint 360 delivers personalized support from conveniently located offices.

Texas, USA

Global Headquarters
ContactPoint 360 LLC, 807 S Jackson Rd, Pharr, TX – 78577 USA Know More

Toronto, Canada

1880 O’Connor Dr
Toronto, ON M4A 1W9 Know More

Monterrey, Mexico

Av. José Vasconcelos 130 OTE
Santa Engracia San Pedro Garza García NL C.P. 66267 Santa Engracia Know More

Bogotá, Colombia

Porto 100 Building
Av. Cra. 45 #97-50 6th Floor, Bogotá, Colombia Know More

Montego Bay, Jamaica

13 Crane Boulevard, Fairview Drive, Montego Bay, Jamaica Know More

Cebu, Philippines

11th floor Skyrise 4B, Cebu
IT Park, Apas, Cebu City, 6000 Know More

Bengaluru, India

IndiQube Arcade, Tower A, 7th Floor,
Old Gurappanapalya, BTM Layout, Bengaluru, Karnataka 560029 Know More

Cairo, Egypt

El Naser street Maadi, Technology park, P2 building Cairo, Egypt Know More

Durban, South Africa

23A Flanders Drive, Mt Edgecombe, Durban, 4302 Know More

Montreal, Canada

1550 Rue Metcalfe, 10th floor, Montreal, QC H3A 1X6 Know More

Frequently Asked Questions

What makes ContactPoint 360 different from traditional outsourcing companies?
We are not a traditional BPO provider. We are a CX provider, who takes ownership, aligns services to your business outcomes, and continuously drives measurable improvements. Additionally, we combine human empathy, AI intelligence, and governance that sets us apart in a crowded market.
How does ContactPoint 360 help enterprises modernize customer operations?
ContactPoint 360 helps enterprises by functioning as their brand ambassador, not some third-party BPO. We combine AI-powered technologies with human expertise to improve speed, efficiency, and customer engagement at a scale.
What operational challenges can CX outsourcing help solve?

You can solve challenges through outsourcing:

  • Inconsistent service quality
  • Rising support costs
  • Scalability limitations
  • Talent shortages
  • Long onboarding cycles
  • Fragmented customer experiences
How can enterprises reduce cost-to-serve while maintaining service quality?
By outsourcing customer support operations, cost-to-serve can be reduced. Because it helps with implementing automation, self-service, workforce management, and real-time agent support tools.

This approach improves operational efficiency, reduce repetitive workloads, and accelerates first call resolution time.

What KPIs should customer experience outsourcing improve?
KPI Category Metrics
Generic CX KPIs
Customer Satisfaction CSAT, NPS, CES
Resolution Efficiency First Contact Resolution (FCR), Average Handle Time (AHT)
Responsiveness Average Response Time, SLA Adherence, Queue Time
Quality & Compliance QA Scores, Escalation Rate, Compliance Adherence
Customer Retention Retention Rate, Churn Reduction, Repeat Contact Rate
Workforce Performance Agent Productivity, Attrition Rate, Training Effectiveness
Operational Efficiency Cost Per Contact, Automation Rate, Self-Service Adoption
What contact center services does ContactPoint 360 offer?

We offer a complete suite of CX services including:

  • Inbound and outbound customer support
  • Omnichannel and multichannel support
  • Technical support and help desk services
  • Collections management
  • Customer retention and loyalty support
  • Multilingual customer support in 31+ languages
  • Back-office operations
  • Sales and marketing services
Can I scale my CX service operations up or down as needed?
Scalability is core to our delivery model. Whether you are managing a seasonal surge, a product launch, or unexpected volume spikes, we can rapidly scale agents, channels, and workflows up or down.
Do you offer technical and help desk outsourcing services?
Yes, we do offer technical support (L1 – L3) and help desk services, powered by our 24/7 available infrastructure, AI-operated workflows, and continuous improvement. We focus on eliminating root cause and resolve issues within minimal time.
How do we start with the procurement process with ContactPoint 360?
The procurement process typically starts with a discovery conversation focused on your CX environment, operational challenges, objectives, and compliance requirements. We take all this information as input to outline performance gaps, operational opportunities, and recommend solutions accordingly.
How long does CX outsourcing implementation and onboarding take?
Implementation varies on the complexity of your CX program. We follow a structured 30-60-90 transition framework. It includes technology integration, workforce onboarding, compliance alignment, QA calibration, and phased go-live operations.
What Is AI-Operated Customer Experience?
AI-operated customer experience combines intelligent automation with human expertise to deliver faster, smarter, and more personalized support. AI drives speed, accuracy, and insight, while people bring empathy, judgement, and brand-aligned interactions to every customer conversation.
What AI tools does ContactPoint 360 use in its operations?

Our AI ecosystem includes the following tools:

  • AI Learning Environment
  • Workforce Management
  • Real-Time Agent Assist
  • Conversational AI
  • Knowledge & Search Management
  • Coaching, Performance & Growth
How does AI contact center solutions improve performance?
Our AI coaching platform analyzed 100% of interaction and surfaces recommendations in real time. This has shown improvement in agent performance and hire proficiency compared to traditional classroom training methods.
What role does generative AI play in customer experience operations?
Our GenAI-powered expertise directly acts as a real-time knowledge engine for agents. Instead of searching through outdated manuals and escalating unnecessarily, our agents get instant, accurate answers in the flow of conversation.
How does ContactPoint 360 combine AI and human support?

We believe the future of CX is human, just smarter. AI handles the repetitive and predictable tasks, while agents handle complex, emotional, and brand-critical conversations.

What industries does ContactPoint 360 support?
We serve a diverse range of industries, including healthcare, energy, utilities, travel, hospitality, IT and telecommunications, government, gaming, legal, transportation and logistics, finance, insurance, media, real estate, home services, and home warranty, delivering tailored customer experience and business process solutions.
Does ContactPoint 360 have expertise in healthcare BPO services?
Healthcare is one of our strongest verticals. We support healthcare providers, payers, Medtech, and other medical organizations with patient support, claims assistance, appointment setting, and other required services.

All our healthcare call center services are 100% HIPAA compliant.

How does ContactPoint 360 support eCommerce customer service?
We help eCommerce brand manage full customer lifecycle, from pre-purchase inquiries and order management to returns, refunds, loyalty support, inventory management, and proactive retention.

Our seasonal scalability makes us valuable during peak periods like Q4 when volume surges demand rapid CX capacity.

Can ContactPoint 360 support energy customer service operations?
For energy customer service, we handle billing inquiries, outage management, account services, customer onboarding, and collections. And we do it at the scale and regulatory precision required by energy and utilities providers.
How do you support insurance call center tasks?
We deliver full suite insurance CX services while adhering to PCI DSS, GDPR, ISO, and SC 2 standards. Our agents are trained in the sensitivity nuance of the insurance services interactions demand.
How does ContactPoint 360 customize customer experience operations for different industries?
At ContactPoint 360 every engagement starts with a deep discovery process where we map your customer journey, understand your vertical’s regulatory landscape, and build a tailored delivery model.
What compliance standards are important in enterprise outsourcing?
For customer experience operations alignment with HIPAA, PCI DSS, ISO standards, GDPR and SOC 2 Type II regulations is important. All these are embedded into our daily operations, training protocols, and quality assurance processes.
How does ContactPoint 360 maintain data security and compliance?
Data security is built into every layer of our CX operation. We employ encrypted data transmission, role-based access controls, secure agent workflows, and compliant BPO services.

As a result, we ensure data integrity, confidentiality, and availability.

How does ContactPoint 360 ensure quality across customer interactions?
We operate a 100% QA coverage model, meaning every interaction across every channel is monitored and scored. Our AI-powered QA platforms automate this at scale, while surfacing compliance gaps in real time.

This ensures consistent quality without the sampling bias or traditional QA approaches.

How does ContactPoint 360 manage governance across global operations?
Our global delivery model is built with data sovereignty in mind. We align data handling practices to the regulatory requirements of each market and applicable state and federal laws.
How are agents trained for compliance and security practices?
Compliance training is integrated into every agent’s onboarding and ongoing development cycle. Agents are certified in relevant framework for their client industry and regularly assessed through our AI QA system.

In addition, compliance performance is tracked at the individual, team, and program level.