Top Customer Support Outsourcing Companies
-
Featured
What are Featured Providers?
$1,000+< $25 / hr1,000 - 9,999Chicago, ILServices provided
See all 28 projectsHugo Inc. | Top CX Provider is a leading Customer Support Outsourcing firm, offering services such as Call Center Outsourcing and Customer Service BPO. The company is highly praised for its efficient project management and adaptability, with 100% of reviewers appreciating their seamless communication and integration into business processes. Their capacity to scale and maintain high service quality is consistently highlighted, contributing to improved customer satisfaction and operational efficiency.
$5,000+< $25 / hr1,000 - 9,999Lexington, KYServices provided
See all 47 projectsHelpware is a Customer Service Outsourcing company that specializes in delivering remote customer care solutions, including troubleshooting, multi-lingual support, and 24/7 service capabilities. Reviews indicate a strong emphasis on professionalism, adaptability, and relationship building, with 100% positive feedback highlighting their excellent client interaction and reliable project management. Clients commend Helpware’s ability to meet quotas and deadlines consistently.
UndisclosedUndisclosed1,000 - 9,999Limassol, CyprusServices provided
See all 37 projectsMindy Support is a Customer Support Outsourcing company specializing in multilingual call center solutions and customer care outsourcing. Reviews reflect an 80% positive sentiment, highlighting their strong project management, proactive communication, and efficient service delivery. Clients commend their value for cost and seamless onboarding, though some suggest expanding language offerings and improving staff training.
-
UndisclosedUndisclosed50 - 249Bogotá, Colombia
Services provided
Arcos Soluciones Tecnologicas SAS is a call center headquartered in Bogotá, Colombia. They specialize in Call Center Services and Customer Service Outsourcing.
Read more -
UndisclosedUndisclosed50 - 249Bogotá, Colombia
Services provided
Teledisca is a Digital Strategy company. Founded in 2016, the agency is located in Bogotá, Colombia. Their team offers Digital Strategy and Web Development.
Read more -
Featured
What are Featured Providers?
$1,000+Undisclosed250 - 999Brooklyn, NYServices provided
See all 68 projectsTop Customer Service is a highly-regarded Customer Support Outsourcing provider specializing in inbound call handling and customer service BPO solutions. The company consistently receives positive feedback for its professionalism and efficient communication, with over 90% of clients highlighting improved response times and increased customer satisfaction. Their AI-assisted systems and trained agents ensure seamless integration and reliable support across various industries.
-
UndisclosedUndisclosed50 - 249Martínez, Argentina
Services provided
Contact Solution is a midsize Martínez, Argentina-based social media marketing agency. Their services include Social Media Marketing and Email Marketing.
Read more -
UndisclosedUndisclosed50 - 249Montevideo, Uruguay
Services provided
Founded in 2005, Multiline Contact Center, a midsize Market Research company, is based in Montevideo, Uruguay. Their team focuses on Market Research and Call Center Services.
Read more -
UndisclosedUndisclosed50 - 249Istanbul, Türkiye
Services provided
PractiCall Solutions is a midsize answering service company established in 2011. Their team focuses on Call Center Services and Customer Service Outsourcing.
Read more -
UndisclosedUndisclosed50 - 249
Services provided
Midsize cloud consulting & SI company Unite, is in Istanbul, Türkiye. The team specializes in cloud consulting & SI and Business Consulting.
Read more -
UndisclosedUndisclosed50 - 249Istanbul, Türkiye
Services provided
Established in 2011, Patika Global Technology is an IT strategy consulting company. The midsize team provides IT strategy consulting and Customer Service Outsourcing.
Read more -
UndisclosedUndisclosed50 - 249Wien, Austria
Services provided
Launched in 2019, AxFina Holding is a call center. The midsize team provides Call Center Services and Back Office Outsourcing.
Read more -
UndisclosedUndisclosed50 - 249San Jose, CA
Services provided
Serviceaide, Inc is an IT managed services company. The San Jose, California-based company specializes in IT managed services and Artificial Intelligence.
Read more -
UndisclosedUndisclosed50 - 249Boston, MA
Services provided
Gryphon.ai is a Sales Outsourcing company. They specialize in Sales Outsourcing and Corporate Training & Coaching and were launched in 1999.
Read more -
UndisclosedUndisclosed1,000 - 9,999New York, NY
Services provided
Zeta Global, a social media marketing firm, is in New York, New York and City of London, England. Their services include Social Media Marketing and Pay Per Click.
Read more -
UndisclosedUndisclosed50 - 249Redwood City, CA
Services provided
Split Software, Inc. Is an Application Testing company. They offer Application Testing and Custom Software Development and were launched in 2015.
Read more -
UndisclosedUndisclosed50 - 249Las Vegas, NV
Services provided
Tawk.to is a Conversion Optimization company. Their midsize team is located in Las Vegas, Nevada and provides Conversion Optimization and Mobile App Development. The firm was founded in 2012.
Read more -
UndisclosedUndisclosed50 - 249North Ryde, Australia
Services provided
Launched in 2007, Invia, a midsize data analytics company, is based in North Ryde, Australia. Their team provides BI & big data consulting & SI and Customer Service Outsourcing.
Read more -
UndisclosedUndisclosed50 - 249San Francisco, CA
Services provided
Chef Robotics is an artificial intelligence development company. The firm is in San Francisco, California. Their team specializes in Artificial Intelligence and Application Testing.
Read more -
UndisclosedUndisclosed50 - 249
Services provided
D3mynds is a Delhi, India-based telephone answering service. They offer Call Center Services and Customer Service Outsourcing and were founded in 2017.
Read more -
UndisclosedUndisclosed50 - 249Prague, Czech Republic
Services provided
Located in Prague, Czech Republic, Digital First Marketing Group is a Marketing Strategy company. The team offers Marketing Strategy and Content Marketing.
Read more -
UndisclosedUndisclosed50 - 249Milton Keynes, England
Services provided
Indigo Medical, a public relations company, specialize in Public Relations and Digital Strategy. They were founded in 2008.
Read more -
$1,000+< $25 / hr250 - 999Rīga, Latvia
Services provided
See all 1 projectsMulti-lingual contact centre services for the Nordic, European, Russian and English speaking markets. Runway is a multi-lingual BPO partner. Our mission is to assist our clients in achieving
Read more -
$1,000+$25 - $49 / hr50 - 249Greer, SC
Services provided
See all 1 projectsBPO American offers website promotion, BPO projects, and web development services, including design, contact forms, and payment processing. Reviews highlight the company's professionalism, effective communication, and significant positive impact on client traffic and sales. Clients appreciate their detailed briefings and responsiveness, though there is a noted suggestion for enhanced communication.
-
UndisclosedUndisclosed10 - 49Vallensbæk Strand, Denmark
Services provided
Flexkapacitet ApS is a small Accounting company based in Vallensbæk Strand, Denmark. The team provides Accounting and Customer Service Outsourcing.
Read more -
$1,000+< $25 / hr50 - 249Northamptonshire, England
Services provided
BCC is a midsize call center company. Founded in 1989, the team focuses on Call Center Services and Sales Outsourcing.
Read more -
UndisclosedUndisclosed50 - 249Barcelona, Spain
Services provided
NOVA BPO is a midsize Back Office Outsourcing company established in 1996. Their services include Back Office Outsourcing and Finance & Accounting Outsourcing (FAO).
Read more -
UndisclosedUndisclosed50 - 249Beijing, China
Services provided
Beijing SINOWEL Information Technology Co., Ltd., a cloud consulting & SI company, is located in Beijing, China. They offer cloud consulting & SI and Customer Service Outsourcing.
Read more -
UndisclosedUndisclosed2 - 9Las Vegas, NV
Services provided
See all 2 projectsVinsiAI is a Customer Service Outsourcing company specializing in call center solutions and customer care outsourcing. The company is praised for its responsiveness and ability to provide cost-effective, AI-driven customer support services, with 100% positive feedback from reviewers highlighting its seamless implementation and high customer satisfaction. Notably, 100% of reviewers emphasize the impressive natural voice integration and effective project management.
-
$1,000+< $25 / hr2 - 9London, England
Services provided
Back Office Outsourcing company The Business Outsourcing Company is based in London, England and Ripon, England. They provide Back Office Outsourcing and Call Center Services.
Read more -
$1,000+< $25 / hr2 - 9Boston, MA
Services provided
Launched in 1973, MASCO Services Call Center is a small call center located in Boston, Massachusetts. Their team offers Call Center Services and Customer Service Outsourcing.
Read more -
$1,000+$25 - $49 / hr2 - 9Baltimore, MD
Services provided
TASCO Message Centers, a call center, is located in Baltimore, Maryland. Established in 1938, the team focuses on Call Center Services and Customer Service Outsourcing.
Read more -
$1,000+$25 - $49 / hr2 - 9Coral Gables, FL
Services provided
Established in 2012, Responsive Call Center is a call center. The small team offers Call Center Services and Customer Service Outsourcing.
Read more -
$1,000+$25 - $49 / hr2 - 9Sofia, Bulgaria
Services provided
Alba Center, a small phone answering service, is headquartered in Sofia, Bulgaria. The team focuses on Call Center Services and Sales Outsourcing.
Read more -
$1,000+< $25 / hr2 - 9Lyon, France
Services provided
Keepcall, a small answering service company, is in Lyon, France. Their services include Call Center Services and Sales Outsourcing.
Read more -
UndisclosedUndisclosed2 - 9Fredericton, Canada
Services provided
Small call center company BaseTend Inc., is located in Fredericton, Canada. Their services include Call Center Services and Customer Service Outsourcing.
Read more -
UndisclosedUndisclosed2 - 9Birmingham, England
Services provided
Finchley Court, an IT managed services company, is based in Birmingham, England. They offer IT managed services and Call Center Services and were launched in 1990.
Read more -
UndisclosedUndisclosed2 - 9Austin, TX
Services provided
TrachMar, LLC, a small call center company, is located in Austin, Texas. Their services include Call Center Services and Customer Service Outsourcing.
Read more -
UndisclosedUndisclosed2 - 9Bend, OR
Services provided
Moonlight BPO, a print design company, was established in 1985. The agency offers Print Design and Call Center Services, and is small.
Read more -
UndisclosedUndisclosed2 - 9Vancouver, Canada
Services provided
General Billing Solutions Inc is a small Finance & Accounting Outsourcing (FAO) company in Vancouver, Canada. The team offers Finance & Accounting Outsourcing (FAO) and Back Office Outsourcing.
Read more -
UndisclosedUndisclosed2 - 9
Services provided
TouchPoint Contact Centers, Inc. Is a small Back Office Outsourcing company in Mansfield, Ohio. Their services include Back Office Outsourcing and Call Center Services.
Read more -
UndisclosedUndisclosed2 - 9Panama City, FL
Services provided
Dash BPO Panamá is an answering service company. Launched in 2010, the agency is in Panama City, Florida. Their team specializes in Call Center Services and Back Office Outsourcing.
Read more -
UndisclosedUndisclosed2 - 9Santo Domingo, Dominican Republic
Services provided
Vixicom is a small Santo Domingo, Dominican Republic-based phone answering service. The team provides Call Center Services and Back Office Outsourcing.
Read more -
UndisclosedUndisclosed2 - 9Atlanta, GA
Services provided
SellerSmile is an Atlanta, Georgia-based PR firm. They specialize in Public Relations and Back Office Outsourcing and were founded in 2017.
Read more -
UndisclosedUndisclosed2 - 9Atlanta, GA
Services provided
Boost IT, LLC, an IT managed services company, was founded in 2000. They focuses on IT managed services and IT staff augmentation.
Read more -
UndisclosedUndisclosed2 - 9Atlanta, GA
Services provided
CX Talks, an user experience agency, was established in 2017. The team focuses on UX/UI Design and Corporate Training & Coaching.
Read more -
UndisclosedUndisclosed2 - 9Roswell, GA
Services provided
Founded in 2004, Contact Automation is a small answering service. Their team focuses on Call Center Services and Transcription.
Read more -
UndisclosedUndisclosed2 - 9Racine, WI
Services provided
Innovative Dynamic Networks, Inc., a web development firm, was established in 2004. They offers Web Development and Call Center Services.
Read more -
UndisclosedUndisclosed2 - 9Budapest, Hungary
Services provided
Phone answering service HRM Center Kft. Provides Call Center Services and Customer Service Outsourcing. They are based in Budapest, Hungary.
Read more -
UndisclosedUndisclosed2 - 9AAH, Argentina
Services provided
Call and Contact Center SRL is an answering service company. They are headquartered in AAH, Argentina and have small team. Their services include Call Center Services and Customer Service
Read more -
UndisclosedUndisclosed2 - 9Omaha, NE
Services provided
Founded in 2006, Anequim is an answering service company. The company specializes in Call Center Services and Back Office Outsourcing.
Read more -
UndisclosedUndisclosed2 - 9Amsterdam, Netherlands
Services provided
Launched in 2013, Verkoop Tijgers, a small call center service, is headquartered in Amsterdam, Netherlands. Their services include Call Center Services and Customer Service Outsourcing.
Read more -
UndisclosedUndisclosed2 - 9Davenport, IA
Services provided
Quad City Telephone Answering Service, a call center service, is located in Davenport, Iowa. They focus on Call Center Services and Back Office Outsourcing.
Read more -
UndisclosedUndisclosed2 - 9Vaestra Froelunda, Sweden
Services provided
Allsite is a call center company founded in 2000. The team specializes in Call Center Services and Customer Service Outsourcing.
Read more
Share your project goals, and we’ll connect you with verified partners who fit your budget and timeline.
Get My Matches
Tell us what you need — we’ll match you with top agencies in minutes.
Get My MatchesWhy Trust Clutch
At Clutch, we believe trust is the foundation of every business relationship. Our mission is to help buyers make confident, data-backed decisions informed by real client experiences.
Every review on Clutch undergoes a rigorous, human-led verification process to make sure it’s valid. Our team of specialists confirms the identity of each reviewer, ensures the project is legitimate, and only publishes reviews that meet our strict criteria.
Verification doesn’t stop at the point of publication. Our Trust & Safety team routinely audits older reviews against our guidelines. When reviews fall short of our standards, we remove them.
We evaluate service providers using a structured methodology that combines:
- In-depth client interviews and ratings
- Comprehensive project details
- Market presence
- Portfolio examples and industry recognition
This data powers tools like the Leaders Matrix, which helps you compare agencies directly. Our research team curates rankings by weighing verified reviews most heavily, so the most trusted and experienced providers rise to the top.
Using this unique combination of verified client feedback and provider-supplied insights, Clutch distills the most important details into clear, digestible summaries so you have everything you need to make confident, informed decisions quickly.
We take fraud seriously. Providers who violate our guidelines may face lower rankings, restricted visibility, or removal from the platform altogether.
Clutch’s commitment to transparency is ongoing. We’re constantly refining our systems to protect the integrity of reviews and support you in finding the right agency.
Best Customer Service Outsourcing Companies
-
$1,000+< $25 / hr1,000 - 9,999Wilmington, DE
Ability to deliver
39.4/40.020/20 Reviews9.6/10 Clients & Experience9.8/10 Market PresenceService focus
30% Customer Service Outsourcing70% Other -
$10,000+< $25 / hr250 - 999San Pablo City, Philippines
Ability to deliver
38.7/40.020/20 Reviews10/10 Clients & Experience8.7/10 Market PresenceService focus
40% Customer Service Outsourcing60% Other -
$1,000+< $25 / hr50 - 249Kyiv, Ukraine
Ability to deliver
38.5/40.019.4/20 Reviews10/10 Clients & Experience9.2/10 Market PresenceService focus
50% Customer Service Outsourcing50% Other -
$1,000+< $25 / hr1,000 - 9,999Chicago, IL
Ability to deliver
37.3/40.018.4/20 Reviews9.4/10 Clients & Experience9.5/10 Market PresenceService focus
25% Customer Service Outsourcing75% Other -
$5,000+< $25 / hr1,000 - 9,999Lexington, KY
Ability to deliver
37.1/40.017.4/20 Reviews10/10 Clients & Experience9.7/10 Market PresenceService focus
50% Customer Service Outsourcing50% Other -
$5,000+< $25 / hr1,000 - 9,999Kyiv, Ukraine
Ability to deliver
36.2/40.020/20 Reviews9/10 Clients & Experience7.2/10 Market PresenceService focus
65% Customer Service Outsourcing35% Other -
$1,000+< $25 / hr250 - 999Dnipro, Ukraine
Ability to deliver
36/40.016.4/20 Reviews10/10 Clients & Experience9.6/10 Market PresenceService focus
55% Customer Service Outsourcing45% Other -
$1,000+< $25 / hr10 - 49Manila, Philippines
Ability to deliver
35.9/40.018.4/20 Reviews9.8/10 Clients & Experience7.7/10 Market PresenceService focus
75% Customer Service Outsourcing25% Other -
$1,000+< $25 / hr50 - 249Afton, WY
Ability to deliver
35.9/40.019/20 Reviews7.1/10 Clients & Experience9.7/10 Market PresenceService focus
65% Customer Service Outsourcing35% Other -
$1,000+< $25 / hr1,000 - 9,999Gilbert, AZ
Ability to deliver
38.4/40.018.8/20 Reviews10/10 Clients & Experience9.6/10 Market PresenceService focus
15% Customer Service Outsourcing85% Other -
$1,000+< $25 / hr1,000 - 9,999Angeles, Philippines
Ability to deliver
35.4/40.017/20 Reviews10/10 Clients & Experience8.4/10 Market PresenceService focus
30% Customer Service Outsourcing70% Other -
$1,000+Undisclosed1,000 - 9,999Santa Monica, CA
Ability to deliver
35.4/40.015.8/20 Reviews10/10 Clients & Experience9.6/10 Market PresenceService focus
50% Customer Service Outsourcing50% Other -
Undisclosed< $25 / hr1,000 - 9,999Boise, ID
Ability to deliver
35.3/40.015.8/20 Reviews10/10 Clients & Experience9.5/10 Market PresenceService focus
60% Customer Service Outsourcing40% Other -
$1,000+< $25 / hr50 - 249Sugar Land, TX
Ability to deliver
37.9/40.019.8/20 Reviews10/10 Clients & Experience8.1/10 Market PresenceService focus
30% Customer Service Outsourcing70% Other -
$1,000+< $25 / hr250 - 999Portland, OR
Ability to deliver
39.8/40.020/20 Reviews10/10 Clients & Experience9.8/10 Market PresenceService focus
10% Customer Service Outsourcing90% Other -
$1,000+$25 - $49 / hr250 - 999Orlando, FL
Ability to deliver
35.5/40.016.4/20 Reviews10/10 Clients & Experience9.1/10 Market PresenceService focus
30% Customer Service Outsourcing70% Other -
$1,000+< $25 / hr1,000 - 9,999Hollywood, FL
Ability to deliver
38.9/40.020/20 Reviews10/10 Clients & Experience8.9/10 Market PresenceService focus
10% Customer Service Outsourcing90% Other -
$1,000+Undisclosed250 - 999Brooklyn, NY
Ability to deliver
34.8/40.020/20 Reviews8.6/10 Clients & Experience6.2/10 Market PresenceService focus
55% Customer Service Outsourcing45% Other -
$1,000+< $25 / hr250 - 999
Ability to deliver
34.7/40.017/20 Reviews7.9/10 Clients & Experience9.7/10 Market PresenceService focus
55% Customer Service Outsourcing45% Other -
$1,000+< $25 / hr250 - 999Doylestown, PA
Ability to deliver
35.3/40.017.6/20 Reviews8.7/10 Clients & Experience9/10 Market PresenceService focus
30% Customer Service Outsourcing70% Other -
$10,000+< $25 / hr10,000+Pasig, Philippines
Ability to deliver
34.2/40.014.6/20 Reviews10/10 Clients & Experience9.6/10 Market PresenceService focus
30% Customer Service Outsourcing70% Other -
$5,000+< $25 / hr1,000 - 9,999Cebu City, Philippines
Ability to deliver
34.2/40.017.4/20 Reviews10/10 Clients & Experience6.8/10 Market PresenceService focus
30% Customer Service Outsourcing70% Other -
$50,000+< $25 / hr10,000+Wei Fang Shi, China
Ability to deliver
34.1/40.015.8/20 Reviews10/10 Clients & Experience8.3/10 Market PresenceService focus
50% Customer Service Outsourcing50% Other -
$1,000+< $25 / hr250 - 999
Ability to deliver
34.6/40.016.4/20 Reviews9.3/10 Clients & Experience8.9/10 Market PresenceService focus
30% Customer Service Outsourcing70% Other -
$5,000+$25 - $49 / hr50 - 249Austin, TX
Ability to deliver
34/40.017.2/20 Reviews10/10 Clients & Experience6.8/10 Market PresenceService focus
50% Customer Service Outsourcing50% Other -
$5,000+< $25 / hr50 - 249Cairo, Egypt
Ability to deliver
36.5/40.018/20 Reviews10/10 Clients & Experience8.5/10 Market PresenceService focus
30% Customer Service Outsourcing70% Other -
$5,000+$25 - $49 / hr250 - 999Home, KS
Ability to deliver
33.8/40.016.4/20 Reviews9.2/10 Clients & Experience8.2/10 Market PresenceService focus
40% Customer Service Outsourcing60% Other -
$10,000+< $25 / hr1,000 - 9,999Cambridge, MA
Ability to deliver
33.7/40.017.8/20 Reviews8.5/10 Clients & Experience7.5/10 Market PresenceService focus
70% Customer Service Outsourcing30% Other -
$1,000+< $25 / hr250 - 999Amsterdam, Netherlands
Ability to deliver
33.2/40.016.4/20 Reviews10/10 Clients & Experience6.8/10 Market PresenceService focus
45% Customer Service Outsourcing55% Other -
$10,000+Undisclosed250 - 999Nijmegen, Netherlands
Ability to deliver
33.2/40.015.8/20 Reviews9.7/10 Clients & Experience7.7/10 Market PresenceService focus
45% Customer Service Outsourcing55% Other
Customer Support Outsourcing FAQs
Freelancers can fill short-term gaps but often lack management structure, QA processes, and redundant staffing. A dedicated customer support outsourcing company provides dedicated leadership, scalability, and established SLAs—crucial for brands that need consistent, round-the-clock coverage.
E-commerce, SaaS, fintech, travel, and healthcare commonly leverage outsourced teams to handle seasonal spikes, global user bases, or specialized compliance requirements.
A customer support outsourcing company acts as an external help desk, handling inbound and outbound interactions across phone, chat, email, social media, and other channels. These agencies make sure scripts align with brand guidelines and KPIs for optimal effectiveness. Moreover, they also handle the recruitment, training, and management of experienced agents who will be in charge of resolving tickets, processing orders, and providing technical assistance on behalf of the client. Ultimately, their main goal is to maintain—or improve—customer satisfaction while reducing overhead and expanding service coverage.
Customer support outsourcing companies don’t just provide one-size-fits-all solutions; they tailor their strategies and approach to help businesses provide the best support to their customers. When partnering with a full-service provider, clients can expect services such as:
- Voice, chat, and email support (Tier 1–3)
- Technical troubleshooting and product onboarding
- Order processing, refunds, and billing inquiries
- Social media moderation and community management
- Multilingual or 24/7 coverage
- Quality assurance, analytics, and CSAT reporting
Many agencies also bundle back-office tasks such as data entry or CRM administration to create an end-to-end customer operations solution.
Most customer service outsourcing projects reviewed on Clutch range from $10,000 – $49,999. Pricing depends on various factors such as agent location, language skills, and complexity of support. Here’s a rundown of average costs:
- Shared agents: $8–$15 per hour (often offshore)
- Dedicated agents: $15–$30 per hour for mid-tier markets
- Specialized or technical agents in high-cost regions: $30–$50+ per hour
When preparing a budget, ensure you have a clear understanding of your project and which factors impact pricing. Always confirm whether fees include training, software licenses, and quality monitoring.
- Map your project’s unique requirements—channels, hours, volumes, and languages.
- Shortlist vendors with proven experience in your industry and ticket complexity.
- Review verified client ratings, case studies, and sample reports on Clutch to evaluate performance metrics such as first-contact resolution or NPS lifts.
- Assess cultural fit—communication cadence, escalation procedures, and data-security standards.
- Schedule a discovery call or an interview to thoroughly discuss your project and get to know more about their services.
- Run a pilot or SLA-backed trial before signing a long-term contract.
- Guaranteed CSAT scores without a clear methodology
- Vague pricing or hidden setup fees
- High agent turnover rates or lack of training documentation
- Limited transparency into QA scores or call recordings
- Poor data-security certifications (e.g., no ISO/PCI compliance)
- How do you recruit, train, and retain agents for my account?
- Which tools (CRM, ticketing, QA) do you use, and can you integrate with ours?
- What are your average response and resolution times for clients like us?
- How is performance reported, and how often can we audit calls/chats?
- What is your disaster-recovery and data-protection policy?
- Can we start with a pilot program, and how is success defined?