Contact Center & BPO Advisors
Live Chat Support Outsourcing, Matched to the Right Partner
We are not a call center. We are your advisor. We assess your chat program and hand-pick a vetted partner from our network so you get the right fit the first time.
- Vetted chat partners: onshore, nearshore, offshore or hybrid
- 20-30% cost savings vs. an in-house chat team
- Partner selection at no cost to you - the partner pays our fee
Led by Tim Austrums, 20+ years in the BPO and contact center industry.
Prefer to talk? Call 952-929-0929
Tell us about your chat program
Share a few details and we will start the needs assessment. No cost, no pressure.
Why buyers use an advisor instead of cold-calling vendors
A network already vetted for you
We hand-select qualified, experienced chat teams from an extensive network of vetted BPO partners. You skip the guesswork.
Lower cost than in-house
Outsourcing can cut 20-30% of the cost of running your own chat team, with no big upfront tech investment.
Usually no cost to you
Partner selection is typically delivered at no cost to the buyer. The fee comes from the partner we place.
HIPAA and PCI know-how
We know the HIPAA and PCI-DSS rules that matter, so regulated chat programs are sourced with compliance in mind.
Scale up and down
Add chat coverage for peak periods and pull back when demand drops, without hiring and firing.
RFP help and negotiation
We build your RFI and RFP, write vendor questions, run site visit audits and support the negotiation.
What live chat support outsourcing looks like with us
The Connected Hive is a consultancy, not a contact center. We complete a full needs assessment of your chat program, then pair you with the omni-channel provider that fits your goals, culture and brand. Chat rarely stands alone, so we can source phone, email, social media, technical help desk and customer care in the same partner.
Founder Tim Austrums brings 20+ years of executive experience in the BPO and contact center industry, including work with Humana, Blue Cross/Blue Shield, Discover, Ameriprise and FEMA. He has negotiated multi-million dollar client and vendor relationships.
- Chat, phone, email, social media, technical help desk and customer care sourcing
- Onshore (US), nearshore, offshore and hybrid delivery models
- Typical partner pricing of $8-$35 per agent-hour by location, complexity and volume
- RFI and RFP creation, vendor questions, site visit audits and vendor negotiation
- AI, chatbot, IVR, WFM and CCaaS technology sourcing and implementation
- Agent process and system audits plus cost-reduction analysis
- HIPAA-compliant and PCI-DSS-compliant vendor sourcing
- Disaster recovery and business continuity planning for chat and voice operations
Experience behind the match
“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.”
How it works after you reach out
1. Needs assessment
We talk through your chat volume, channels, compliance needs, budget and service goals.
2. Partner shortlist
We hand-pick fitting partners from our vetted network and can build the RFI or RFP and vendor questions.
3. Select and launch
We support site visit audits, negotiation and the move to your new chat partner.
Frequently asked questions
Do you run the live chat team yourselves?
No. The Connected Hive is a contact center and BPO consultancy. We do not run call center floors or employ agents. We match you with vetted partners who do.
What does your service cost?
Partner selection is typically delivered at no cost to the buyer. The fee is paid by the partner we place. Consulting engagements are scoped to your needs, so ask us for details.
What will the chat partner charge?
Typical partner pricing runs $8-$35 per agent-hour, depending on location, complexity and volume. Your quote will reflect your program.
Can you source onshore chat agents only?
Yes. We source onshore US, nearshore, offshore and hybrid models. Onshore usually gives you easier scheduling and cultural alignment.
We handle sensitive customer data. Can you help?
Yes. We have HIPAA and PCI-DSS compliance expertise and source vendors and technology that meet those requirements.
Is there a minimum size to work with you?
We work with small and medium businesses as well as large corporations, for ongoing programs and shorter-term campaigns. Tell us your volume and we will advise.
Get matched with a live chat partner that fits
Tell us about your chat volume, channels and goals. We will assess your needs and bring you vetted partner options from our network.
- Vetted chat partners: onshore, nearshore, offshore or hybrid
- 20-30% cost savings vs. an in-house chat team
- Partner selection at no cost to you - the partner pays our fee
Prefer to talk? Call 952-929-0929