At Global Standards,
Your Operations Partner
Tailored to Your Business

Call center outsourcing is the practice of partnering with a third-party company to manage customer support. Such companies mostly specialize in omnichannel customer communication, not just call handling. They manage customer interactions via phone calls, emails, live chats, and social media. By outsourcing, businesses can enhance customer service quality, reduce operational costs, and free up internal resources to focus on core business functions.

Outsourcing call center operations offers multiple advantages:

1. Reduced costs and workload: There is no need to hire, train, and maintain a support team because a call center outsourcing provider does it for you.
2. 24/7 call center services: Customers receive assistance whenever they need it.
3. Flexibility and scalability: Outsourced teams can be easily expanded on demand.
4. On-call support: Teams ensure fast resolution of urgent issues outside business hours.
5. Security: Compliance with all security protocols (ISO 27001, etc.) means your data is protected.
6. AI technology: Chatbots and AI assistants ensure reduced response times.

We’ll tailor your operational plan and pricing to your budget and your business needs. Essentially, the price depends on the support team size, level of support (L1, L2, L3), number of languages, service hours, integration plan, and several other factors. Advanced features include CRM integration and AI-driven automation.

For more details, you can use our Workforce Planning Tool (WFM) to help plan your needs, or speak with our experts for a custom assessment.

Here are the primary factors affecting the cost of outsourcing a call center:

• Number of support consultants (shared or dedicated hiring team)
• Complexity of support (L1, L2, L3 level support)
• Languages required (English, Turkish, or multilingual global support)
• Coverage hours (16/7, 24/7, or custom shift schedules)
• Integrations and CRM setup and licensing

For enterprises, we develop pricing and operational plans tailored specifically to their business needs. Contact us to get a custom quote.

The process of outsourcing a call center begins with analyzing your business needs and budget. With FCS, the process flows as follows:

1. Planning: Together, we select the suitable operational plan and personalize it for you.
2. Confirmation: Once we agree on all details, we confirm the contract (7 days).
3. Integration: We perform the necessary integrations, prepare FAQs, the knowledge base, and response templates (10 days).
4. Training: You meet and approve candidates, and we train them.
5. Launch: We go live and launch within 1 month.

If you've made a decision to hire a call center team, it's important to evaluate its:

• Experience in your industry and case studies
• AI technology use and CRM/IT integrations (FCS is highly flexible; after technical discussions, we can integrate directly with the client's own existing infrastructure.)
• Support team scalability opportunities
• Number of languages supported and data security certifications (ISO 27001, KVKK, and GDPR compliance)

Thanks to our cloud-based infrastructure at FCS, we offer fast and cost-effective deployment. Requiring no heavy hardware investment, our agile structure accelerates the setup process significantly and ensures seamless integration into your operational workflow without wasting time.

Our team undergoes continuous training and performance evaluations to act as a natural extension of your brand. Using AI-supported speech analytics and quality monitoring, we track agent interactions and build customized training programs based on real data. This guarantees our consultants always have accurate and up-to-date knowledge about your offerings.

No, flexibility is one of our core priorities at FCS. We provide tailored solutions based on your call volume, seasonal peaks, or project-specific needs without tying you down to mandatory long-term rigid contracts.

Service quality and performance are completely transparent through our real-time reporting dashboards. You can instantly track metrics such as call volume, average speed of answer (ASA), resolution rate, and agent performance. Furthermore, our speech analytics and sentiment recognition services analyze every call, providing data-driven reports on customer satisfaction and operational efficiency.

Customer data security and confidentiality are top priorities for FCS. All our business workflows are designed and operated in strict compliance with national and international data protection regulations, primarily KVKK and GDPR. We treat information security not merely as a legal obligation, but as an integral part of our corporate responsibility. In line with this commitment, our procedures are certified under ISO 9001 Quality Management and ISO 27001 Information Security Management System standards.