Contact Center & BPO Advisors
Find the Right Call Center Service for Your Business
We are your trusted advisor, not a call center. We assess your needs and match you with the best-fit vetted partner from our network, onshore, nearshore or offshore.
- Matched to a vetted partner, not a sales pitch
- 20-30% cost savings vs. an in-house team
- HIPAA and PCI-DSS compliance expertise
Led by Tim Austrums, 20+ years of BPO and contact center executive experience.
Prefer to talk? Call 952-929-0929
Tell us what you need
Share a few details about your program and we will start the needs assessment.
Why buyers use The Connected Hive
Partner selection at no cost to you
Our partner-selection work is typically free to the buyer. The fee comes from the partner we place.
An extensive vetted network
We hand-select qualified teams from a network of vetted BPO and contact center partners.
Real cost savings
Clients see 20-30% savings compared with running an in-house team, plus room to scale in peak periods.
Compliance built in
We know HIPAA and PCI-DSS rules and source partners that meet them.
A sharp negotiator on your side
Tim has negotiated multi-million dollar client and vendor relationships for 20 years.
Every channel covered
Phone, email, chat, social media, technical help desk and customer care programs.
What call center outsourcing looks like with us
We start with a full needs assessment. We look at your goals, culture, brand, budget and service specs. Then we match you with contact center partners that fit, and we stay with you through questions, site visits and negotiation.
You can choose onshore, nearshore, offshore or a hybrid model. Onshore gives you cultural alignment and easy scheduling. Nearshore balances cost with proximity. Offshore taps global talent at lower cost.
- Channels: phone support, email, chat, social media, technical help desk and customer care
- Program types: ongoing customer care as well as shorter-term campaigns
- Outbound sales and acquisition program sourcing
- Typical partner pricing runs $8-$35 per agent-hour by location, complexity and volume
- RFI and RFP creation, vendor questions and site visit audits
- Vendor negotiation support on your behalf
- Contact center technology sourcing: AI, chatbots, IVR, WFM, CCaaS
- Disaster recovery and business continuity planning for contact center operations
Experience you can check
“I've had the pleasure of working closely with Tim for years, across many verticles and industries, including preparing and presenting winning RFPs, designing and implementing business process solutions, building lasting relationships and networking industry events all over the country. I've seen his unique abilities to bring strategic solutions and align the right partners to accomplish any initiative. His focus on organizational culture and core values when consulting and crafting customized proposals promote results better described as network expansion versus traditional outsourcing. Ethics, fairness and transparency guide his approach in each situation. Tim drives success, defined by meaningful metrics, bringing calibrated measurement to all involved stakeholders.”
“Tim is an expert in strategic thinking, relationship management and sales. His network of contact centers & experts in the industry make him an invaluable resource for anyone he works with. I knew him before he started his own business. It's been amazing to see him start his own firm to help his clients. He is passionate about enriching his clientele but also his connections in his network. He always strives to add value and perspective through industry research and well thought out responses. His consultative approach will make you rethink and consider business decisions to make the greatest impact on financials and ROI. I highly recommend him as an expert in Contact Center Outsourcing: & management, as well as a strategic consultant to optimize organizational efficiencies. He truly is a 'Connected Hive' of insight and information!”
“I've had a professional relationship with Tim for almost 20 years started beginning while in his role at The Connection. He managed our business partnership successfully, overseeing and growing our portfolio of services including, IB DTC Sales, Customer Service, and Lead Generation. As a challenging, seasonal client with unique business requirements, Tim was always innovative, flexible, and fair in creating solutions that provided cost effective programs for our changing business needs. I have continued to rely on Tim as an extremely talented and knowledgeable subject expert in the Contact Center Industry. His openness, reliability, and integrity have resulted in a lasting professional and personal relationship that has been invaluable resource for me and our business.”
What happens next
1. Needs assessment
We talk through your volumes, channels, compliance needs, budget and goals.
2. Matched shortlist
We hand-select partners from our vetted network and help you build RFI or RFP questions.
3. Choose and launch
We support site visit audits and vendor negotiation, then stay on through the transition.
Frequently asked questions
Do you run your own call center?
No. The Connected Hive is a consultancy and broker. We do not run call center floors or employ agents. We match you with vetted contact center and BPO partners and advise you through the process.
What does your service cost?
Partner selection is typically delivered at no cost to the buyer, because the fee is paid by the partner we place. Consulting engagements are scoped to your needs, so ask us during the first call.
How much does an outsourced call center cost?
Typical partner pricing ranges from $8 to $35 per agent-hour, depending on location, program complexity and volume. Most clients save 20-30% versus an in-house team.
Can you find HIPAA or PCI-compliant partners?
Yes. We have expertise in HIPAA and PCI-DSS requirements and source partners and technology that meet them.
Do you handle short-term campaigns or only ongoing programs?
Both. We forge vendor relationships for ongoing programs as well as shorter-term campaigns, for large and small clients.
Where are the partners located?
We source onshore US, nearshore, offshore and hybrid models. We serve clients across the United States and source partners globally.
Let's find your call center partner
Tell us about your program and we will start the needs assessment. Partner selection is typically at no cost to you. Call 952-929-0929 or send the form.
- Matched to a vetted partner, not a sales pitch
- 20-30% cost savings vs. an in-house team
- HIPAA and PCI-DSS compliance expertise
Prefer to talk? Call 952-929-0929