About Contact Center USA | 25+ Years of US-Based Call Center Outsourcing
Founded in 1999, Contact Center USA is one of the nation's oldest and most trusted US-based call center outsourcing providers. We deliver HIPAA-compliant, PCI-certified inbound and outbound support for businesses across every industry — no contracts, no offshore agents, no hidden fees.
From a Small Office in Southern California to a National Leader
Contact Center USA was founded in 1999 as a small inbound support center in Southern California. What started with just 10 agents in a single office has grown into one of the nation's most respected US-based call center outsourcing providers, with over 500 agents operating across five strategically located centers in Los Angeles, Dallas, Chicago, Miami, and Phoenix.
Our journey has been defined by resilience and adaptation. When the dot-com bubble burst in the early 2000s, many of our competitors shuttered their doors. We doubled down on quality, investing in agent training and building deeper relationships with the clients who stayed. That commitment to excellence carried us through the 2008 financial crisis as well — a period where we pivoted our service offerings to support the healthcare and financial services industries that needed reliable customer communication more than ever.
In 2015, we recognized that the customer experience landscape was shifting rapidly. Phone calls were no longer enough — customers wanted to reach brands through live chat, SMS text messaging, email, and social media. We made a significant investment in omnichannel contact center solutions, building a unified platform that allows seamless channel switching and consistent customer experiences regardless of how a customer chooses to connect.
Then came 2020 and the COVID-19 pandemic. While many outsourced call centers struggled with remote work transitions and quality degradation, our investment in cloud-based infrastructure and our established virtual remote support capabilities allowed us to maintain service continuity without missing a beat. Our clients experienced zero downtime during one of the most challenging periods in modern business history.
In 2023, we launched our AI-powered call center automation solutions, integrating intelligent call routing, predictive analytics, and conversational chatbot technology to enhance — not replace — our human agents. This hybrid approach has improved first-call resolution rates by 22% while reducing average wait times by 35%.
Today, Contact Center USA holds the industry's most demanding certifications: we are SOC 2 Type II certified, fully HIPAA compliant, PCI DSS Level 1 certified, and ISO 27001 certified. These aren't just badges on our website — they represent a culture of compliance and security that permeates every level of our organization, from our onboarding processes to our daily operations.
We serve over 300 active client accounts across healthcare, insurance, banking, e-commerce, retail, SaaS, travel, and automotive industries. Our agents undergo rigorous training programs — typically four weeks or more — before they take their first live call. We develop custom scripts, brand voice guidelines, and product knowledge bases for every client, ensuring that when a customer calls your company, they feel like they're talking to your company.
Explore our full company history or learn about our live chat outsourcing and other service offerings. At Contact Center USA, we believe that great customer experiences start with great people — and we've been proving that for over 25 years.
Key Milestones
Over two decades of growth, resilience, and innovation in US-based call center outsourcing.
Founded as a small inbound support center in Southern California with a team of 10 agents handling customer service for local businesses.
Expanded to our second location in Dallas, Texas, growing to 75 agents and adding outbound calling and lead generation services.
Survived the dot-com bust and emerged stronger, opening our Chicago operations center and crossing the 200-agent milestone.
Navigated the 2008 financial crisis by pivoting to healthcare and financial services support, earning our first HIPAA and PCI certifications.
Launched omnichannel support capabilities, adding live chat, SMS, and email to our voice services and expanding to Miami and Phoenix.
Crossed 500 agents across five US locations, achieved SOC 2 Type II certification, and served over 300 active client accounts.
Introduced AI-powered call routing and chatbot solutions, integrating machine learning to improve first-call resolution and reduce wait times.
Achieved ISO 27001 certification and expanded AI capabilities, serving businesses across healthcare, finance, insurance, SaaS, retail, and more.
What Sets Contact Center USA Apart
We deliver the quality, compliance, and flexibility that businesses demand — all from agents based right here in the United States.
100% US-Based Agents
Every agent is located in the United States. No offshore outsourcing. No language barriers. Your customers always speak to a native English speaker.
No Long-Term Contracts
Month-to-month flexibility. Scale up during peak seasons, scale down when you don't need us. No termination fees, no lock-in periods.
24/7/365 Coverage
Round-the-clock support including nights, weekends, and holidays. Your business never sleeps and neither do we.
HIPAA, PCI & SOC 2 Certified
Enterprise-grade compliance for healthcare, finance, and regulated industries. We take data security as seriously as you do.
Custom Scripting & Brand Voice
Agents trained on your brand guidelines, product knowledge, and tone of voice. We sound like you, not a generic call center.
Real-Time Reporting & Analytics
Live dashboards, call recordings, QA scores, and detailed monthly reports. Full transparency into every interaction.
Specialized Support for Every Industry
Our agents receive industry-specific training to deliver knowledgeable, compliant, and brand-aligned customer experiences.
Enterprise-Grade Security & Compliance
We maintain the highest industry certifications to protect your data and ensure regulatory compliance across every interaction.
HIPAA Compliant
Full compliance with the Health Insurance Portability and Accountability Act, ensuring protected health information is handled with the highest standards of privacy and security.
PCI DSS Level 1
The highest level of Payment Card Industry Data Security Standard certification, guaranteeing safe processing and storage of credit card data and sensitive financial information.
SOC 2 Type II
Rigorous third-party audit verifying our controls for security, availability, processing integrity, confidentiality, and privacy across all service operations.
ISO 27001
International standard for information security management, demonstrating our systematic approach to managing sensitive company and customer data securely.
Ready to Partner with a Proven US Call Center?
Get a free, no-obligation consultation and discover why hundreds of businesses trust Contact Center USA with their customer experience.