Top Inbound Call Center Services in the United Kingdom
From London’s financial and e-commerce corridors to fast-growing hubs in Manchester, Birmingham, Edinburgh, Cardiff, and Belfast, the U.K. offers world-class inbound customer service talent and infrastructure. On Clutch, you’ll find vetted partners that handle everything from U.K. call answering services and after-hours support to omnichannel help desk and escalation workflows.
Each provider is verified through our rigorous reviews process, which synthesizes detailed client interviews into actionable insights on outcomes, communication, and ROI. Use filters to narrow by budget, pricing model (per minute, per call, or dedicated seats), industry expertise, language coverage, hours of operation, and location. Start with these curated directories:
• Top Inbound Call Center Services
• Inbound Call Center Services in London
• Inbound Call Center Services in Manchester
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$1,000+$200 - $300 / hr50 - 249London, England
Services provided
See all 83 projectsA-SALES AB is a sales development company specializing in generating qualified sales appointments and pipelines for businesses across various industries. They have received consistently high ratings, with 100% of reviews highlighting their strategic thinking, responsiveness, and tailored outreach approaches. Clients particularly appreciate their ability to understand complex value propositions, resulting in credible and effective sales conversations.
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$1,000+Undisclosed250 - 999London, England
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See all 68 projectsTop Customer Service is a customer support agency renowned for its excellent call handling and content writing services. Across the reviews provided, 88% of clients emphasize their professionalism and ability to improve communication efficiency. Clients report smoother workflows, increased client satisfaction, and enhanced brand representation. Despite minimal suggestions for proactive content strategy, their high-quality service remains consistently praised.
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$1,000+< $25 / hr50 - 249London, England
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See all 135 projectsSalesAR is a lead generation and outreach company that specializes in multi-channel strategies, including email and LinkedIn campaigns. They have been praised for their structured project management, timely delivery, and high levels of communication. Despite a 90% success rate in generating qualified leads and maintaining client satisfaction across various sectors, one review reported unsuccessful outcomes. Clients frequently commend SalesAR’s adaptability, proactive approach, and ability to integrate seamlessly into existing teams.
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$1,000+< $25 / hr250 - 999Rickmansworth, England
Services provided
See all 35 projectsExpertCallers is a professional call center service provider specializing in inbound and outbound customer communication, lead qualification, and appointment scheduling. The company has received overwhelmingly positive feedback for its professionalism, responsiveness, and ability to integrate seamlessly with clients' operations, with more than 90% of reviews highlighting these aspects. Clients consistently report improved customer response times and increased lead conversion rates after partnering with ExpertCallers.
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$1,000+$25 - $49 / hr10 - 49Countesthorpe, England
Services provided
See all 48 projectsParagon Sales Solutions is a versatile marketing and sales agency specializing in SEO, website development, lead generation, telesales, and content creation. Across reviews, the company is praised for professionalism, responsiveness, and alignment with client values. Approximately 90% of the reviews highlight their effective communication and dedication to understanding client needs. They are consistently commended for their high-quality service delivery and commitment to client satisfaction.
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$1,000+< $25 / hr50 - 249London, England
Services provided
See all 81 projectsTask Virtual is a versatile outsourcing partner offering services in customer support, administrative assistance, SEO, and B2B lead generation. Reviews indicate high satisfaction with their flexibility and ability to integrate into diverse business operations, highlighting improved operational efficiency and communication. Approximately 90% of feedback is positive, praising their adaptability and seamless project management while noting the need for enhanced onboarding documentation.
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$1,000+$50 - $99 / hr10 - 49Bishop's Stortford, England
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See all 3 projectsGenmar (UK) Ltd is an IT services company specializing in cybersecurity certifications and seamless telecommunications migrations. They consistently receive high ratings for their excellent project management and communication skills, with 100% of reviewers highlighting their prompt responses and professionalism. Feedback is overwhelmingly positive, with no areas for improvement mentioned by any clients.
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$1,000+< $25 / hr250 - 999London, England
Services provided
See all 26 projectsSimply Contact is a customer support outsourcing firm specializing in providing multilingual, multi-channel support, and back-office solutions, catering to diverse industries. Their services have consistently resulted in improved customer satisfaction and reduced response times, with positive feedback in all reviews. Approximately 90% of reviewers highlight their adaptability and professionalism, while nearly 80% commend their ability to deliver tailored solutions efficiently.
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Undisclosed< $25 / hr250 - 999Wrexham, Wales
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See all 53 projectsMoneypenny USA (formerly VoiceNation) is a call center and answering service provider that offers tailored customer service solutions for businesses in various industries. The reviews reveal a 90% satisfaction rate, with clients frequently praising their responsive communication and customized service. However, around 20% of reviews indicate areas for improvement, such as consistency in service quality and data management. Overall, Moneypenny USA is commended for its friendly and professional approach.
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$1,000+< $25 / hr10 - 49London, England
Services provided
See all 14 projectsVirva Infotech is a web development company recognized for its adept handling of diverse projects, from website redesigns to complex social networking apps. Client feedback reflects a high satisfaction rate, with 100% of reviewers highlighting their project management skills and commitment to delivering on time and within budget. Their flexibility and dedication to client success are frequently praised.
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$1,000+< $25 / hr50 - 249Nottingham , England
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Answer4u is a call center service. The company is based in Nottingham , England. Their services include Call Center Services and Customer Service Outsourcing.
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$1,000+< $25 / hr1,000 - 9,999London, England
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See all 66 projectsSunTec India is a versatile IT and outsourcing service provider, offering expertise in web development, SEO optimization, e-commerce management, and digital content creation. Across reviews, approximately 80% highlight their professionalism, attention to detail, and timely delivery. Clients frequently commend their solutions-oriented approach and responsive communication, although some suggest room for improvement in project timelines and proactive engagement.
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$1,000+< $25 / hr10 - 49Thatcham , England
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See all 2 projectsVerbatim Virtual Receptionists is a company specializing in call handling and virtual receptionist services. With a strong emphasis on integration and flexibility, they have been praised for their efficiency and professionalism. Approximately 90% of reviewers highlight their ability to reduce client wait times and filter unwanted calls, while 80% commend their exceptional customer service and responsiveness to feedback.
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UndisclosedUndisclosed1,000 - 9,999Edinburgh, Scotland
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See all 18 projectsAnswerForce is a call answering service company that provides 24/7 phone management, scripting, and customer support solutions for businesses across various industries. The overall feedback is highly positive, with approximately 93% of clients appreciating their professionalism, responsiveness, and comprehensive service offerings. Clients commend their ability to integrate seamlessly with existing systems and adapt to specific business needs. However, there is a minority of feedback indicating dissatisfaction with communication and billing practices.
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$1,000+< $25 / hr1,000 - 9,999London, England
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See all 4 projectsQuantanite is a company specializing in transcription, data entry, and menu programming services, often supporting companies in scaling their operations. Across multiple reviews, Quantanite is praised for its high-quality work, efficiency, and ability to integrate seamlessly with client teams, with over 90% of feedback indicating satisfaction with their services. Clients highlight their technical capabilities and flexibility, with no significant areas for improvement mentioned.
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UndisclosedUndisclosed50 - 249London, England
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See all 4 projectsAbacus Cambridge Partners is a technology solutions company specializing in API management and implementation, particularly with Google's Apigee tool, as well as other services like customer identity management and business process outsourcing. Across their reviews, they received overwhelmingly positive feedback for their technical expertise, flexibility, and project management, with no significant areas for improvement noted. They were recommended by 100% of clients, highlighting their ability to deliver quality work on time and maintain strong client relationships.
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UndisclosedUndisclosed1,000 - 9,999Birkenhead , England
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See all 2 projectsThe Contact Company is a customer support and call center service provider known for delivering high-quality, scalable customer service. Their dedication to transparency and seamless project management has resulted in a customer satisfaction rate surpassing 80%. Approximately 100% of reviewers emphasize their positive company culture and commitment to client success.
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UndisclosedUndisclosed1,000 - 9,999Edinburgh, Scotland
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See all 31 projectsAnswerConnect is a business process outsourcing company specializing in virtual receptionist and inbound call handling services. The reviews highlight their strong customer service, personalized solutions, and cost-effectiveness, with approximately 90% of feedback emphasizing their positive impact on productivity and efficiency. Additionally, reviewers appreciate the company's flexibility and ease of communication, with many noting significant time and labor savings.
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$1,000+< $25 / hr250 - 999Edinburgh , Scotland
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See all 1 projectsSmartPA is a company specializing in providing personalized support services, including administrative and customer service roles, to businesses seeking flexibility in scaling their operations. The overall feedback is overwhelmingly positive, with a strong focus on their seamless integration into client teams and their ability to enhance business growth. Approximately 100% of the feedback highlights their exceptional communication and commitment to client success.
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$250,000+$25 - $49 / hr250 - 999Leeds, England
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See all 3 projectsArise is an outbound services company specializing in call management, appointment setting, and marketing. It is praised for its reliability and strong communication, with reviews consistently highlighting helpful service and customer care. Approximately 100% of the reviews express satisfaction with no significant areas for improvement, and clients report financial savings ranging from $100 to $5,000 monthly.
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UndisclosedUndisclosed10 - 49Burscough, England
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See all 3 projectsFace for Business provides outsourced phone reception and customer support services, offering personalized call handling and appointment setting. Client feedback highlights their professionalism and ability to integrate seamlessly with businesses, with 100% positive reviews emphasizing their exceptional service quality and ease of communication. The firm is praised for fostering strong client relationships and contributing to improved client satisfaction scores.
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Undisclosed$25 - $49 / hr10 - 49Harlow, England
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See all 1 projectsMedical PA is a call center service provider specializing in handling phone calls and appointment scheduling for medical practices. Reviews indicate a high level of professionalism, with 100% of patients noting positive interactions. Clients appreciate the quick response times, typically within 10–15 minutes. However, there are occasional concerns about being put on hold without follow-up.
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$1,000+$25 - $49 / hr2 - 9Royal Wootton Bassett, England
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See all 1 projectsDouble Tap Marketing Ltd is a versatile marketing agency specializing in telemarketing, email marketing, and proposal writing. The company has received overwhelmingly positive feedback, with clients praising their ability to deliver exceptional results, such as securing high-value contracts and producing high-quality marketing materials. Over 90% of reviewers highlight their effective project management and commitment to exceeding expectations.
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$1,000+$50 - $99 / hr10 - 49Crewe, England
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See all 5 projectsReveGro is a sales and marketing agency praised for its ability to support business growth, lead generation, and brand visibility. Approximately 75% of reviewers commend their professional service and successful outcomes, though 25% noted room for improvement in project management. Clients value ReveGro’s alignment with company culture and their strategic approach to marketing communications.
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$1,000+< $25 / hr1,000 - 9,999London, England
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See all 4 projectsNICE inContact is a business process outsourcing company specializing in customer service solutions, including inbound call handling and interactive voice response services. The reviews generally highlight positive aspects, with approximately 75% mentioning strengths such as updated tools, effective communication, and cost savings. However, some feedback suggests room for improvement in employee engagement to reduce turnover.
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UndisclosedUndisclosed50 - 249Birmingham, England
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See all 1 projectsLuminaVest is a comprehensive service provider specializing in real estate support, including lead generation, tech setup, and deal management. Reviews highlight their exceptional organizational skills and effective pipeline management, resulting in a five-star experience. With 100% positive feedback, clients report receiving 3–5 qualified leads daily and successful conversion rates of 10–15%.
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$1,000+< $25 / hr250 - 999London, England
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See all 1 projectsCALLCARE is a UK-based company providing out-of-hours telephone answering services. While their onboarding process is reportedly effective, with initial setup conducted smoothly, reviews highlight significant shortcomings in communication and project management. Approximately 80% of feedback emphasizes poor post-implementation support, with reports of unreturned communications and unmet contractual commitments, leading to project abandonment.
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UndisclosedUndisclosed10 - 49Chester, England
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Call center company Daktela UK is located in Chester, England and Winnersh, England. Founded in 2005, the team specializes in Call Center Services.
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$10,000+$50 - $99 / hr50 - 249Brighton, England
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Answering service company The Telemarketing Company is based in Brighton, England. The team focuses on Call Center Services and Sales Outsourcing.
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$1,000+< $25 / hr10 - 49North Walsham, England
Services provided
Origin Client Acquisition LTD is a call center company based in North Walsham, England. The team specializes in Call Center Services and Sales Outsourcing.
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$5,000+$100 - $149 / hr10 - 49Bradford, England
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NexAura is a custom software development firm. The Bradford, England-based firm provides Custom Software Development and Artificial Intelligence.
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$250,000+< $25 / hr1,000 - 9,999London, England
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See all 1 projectsAbacus Outsourcing is a leading global business process outsourcing services provider empowering businesses and enabling growth worldwide. Harnessing our extensive global reach and local presence,
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$1,000+< $25 / hr250 - 999London, England
Services provided
Online Giants is a call center founded in 2013. The company offers Call Center Services and Customer Service Outsourcing.
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Undisclosed$50 - $99 / hr10 - 49Horsham, England
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Founded in 2017, Hero PA is an answering service company. The team focuses on Call Center Services and Customer Service Outsourcing.
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UndisclosedUndisclosed10,000+London, England
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Webhelp, a Customer Service Outsourcing company, was established in 2000. The large team provides Customer Service Outsourcing and Call Center Services.
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$1,000+$25 - $49 / hr10 - 49London, England
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Customer Service Outsourcing company 3C Online was launched in 2015. The team specializes in Customer Service Outsourcing and Sales Outsourcing.
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$50,000+$50 - $99 / hr250 - 999Glasgow, Scotland
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Sales Outsourcing company Televerde was launched in 1995. The team focuses on Sales Outsourcing and Account-Based Marketing.
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UndisclosedUndisclosed2 - 9Kingston upon Hull, England
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The Call Answering Company is an answering service. The team focuses on Call Center Services, and the company is based in Kingston upon Hull, England.
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UndisclosedUndisclosed1,000 - 9,999Marlow, England
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Whistl , a Fulfillment company, was founded in 1950. The team focuses on Fulfillment and Call Center Services and is based in Marlow, England.
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$10,000+$25 - $49 / hr1,000 - 9,999Bridgnorth, England
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Unity4 is a call center. The Surry Hills, Australia-based team specializes in Call Center Services and Customer Service Outsourcing.
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$1,000+< $25 / hr10 - 49Roslin, Scotland
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Connect Communications Services Ltd is a call center. They are headquartered in Roslin, Scotland and have small team. Their services include Call Center Services and Customer Service Outsourcing.
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$100,000+< $25 / hr1,000 - 9,999London , England
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Firstsource Solutions is a large London , England-based phone answering service. Their services include Call Center Services and Customer Service Outsourcing.
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UndisclosedUndisclosed10 - 49Shanklin, England
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E-PA is a Customer Service Outsourcing company. They were established in 2002, and their services include Customer Service Outsourcing and Call Center Services.
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UndisclosedUndisclosed50 - 249Lowestoft , England
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Established in 2016, Pocket Receptionist is a midsize Lowestoft , England-based call center. Their services include Call Center Services and Customer Service Outsourcing.
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$10,000+< $25 / hr1,000 - 9,999Glasgow , Scotland
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Large Customer Service Outsourcing company Bill Gosling Outsourcing, is in Newmarket, Canada and Glasgow , Scotland. The team offers Customer Service Outsourcing and Call Center Services.
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$1,000+$25 - $49 / hr10 - 49Harlow, England
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Established in 2004, Zebra Connexions Ltd is an answering service. The small team specializes in Call Center Services and Back Office Outsourcing.
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$5,000+< $25 / hr1,000 - 9,999London , England
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Integreon, a large Back Office Outsourcing company, is headquartered in New York, New York and Makati, Philippines. Their services include Back Office Outsourcing and Transcription.
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$5,000+< $25 / hr50 - 249Port glasgow, Scotland
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RMACC Group, an answering service, is headquartered in Port glasgow, Scotland. Established in 2019, the team offers Call Center Services and Sales Outsourcing.
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$1,000+< $25 / hr50 - 249Stockton-on-Tees , England
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Lemon Contact Centre, a telephone answering service, is located in Stockton-on-Tees , England. Their services include Call Center Services and Customer Service Outsourcing.
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$1,000+< $25 / hr250 - 999Bury, England
Services provided
FM Outsource is a Bury, England-based Customer Service Outsourcing company. They specialize in Customer Service Outsourcing and Business Consulting and were founded in 2012.
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List of the Top 15 United Kingdom Inbound Call Centers Services
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$1,000+< $25 / hr250 - 999London, England
Ability to deliver
36/40.016.4/20 Reviews10/10 Clients & Experience9.6/10 Market PresenceService focus
215% Inbound Voice Services -
$1,000+$200 - $300 / hr50 - 249London, England
Ability to deliver
38.9/40.020/20 Reviews10/10 Clients & Experience8.9/10 Market PresenceService focus
30% Inbound Voice Services70% Other -
$1,000+Undisclosed250 - 999London, England
Ability to deliver
34.8/40.020/20 Reviews8.6/10 Clients & Experience6.2/10 Market PresenceService focus
140% Inbound Voice Services -
$1,000+< $25 / hr50 - 249London, England
Ability to deliver
37.9/40.020/20 Reviews10/10 Clients & Experience7.9/10 Market PresenceService focus
30% Inbound Voice Services70% Other -
$1,000+< $25 / hr1,000 - 9,999London, England
Ability to deliver
37.3/40.019.2/20 Reviews8.4/10 Clients & Experience9.7/10 Market PresenceService focus
10% Inbound Voice Services90% Other -
$1,000+< $25 / hr10 - 49Thatcham , England
Ability to deliver
32.5/40.015.6/20 Reviews8.5/10 Clients & Experience8.4/10 Market PresenceService focus
224% Inbound Voice Services -
UndisclosedUndisclosed1,000 - 9,999Edinburgh, Scotland
Ability to deliver
31.2/40.014.6/20 Reviews8.3/10 Clients & Experience8.4/10 Market PresenceService focus
270% Inbound Voice Services -
$1,000+< $25 / hr250 - 999Rickmansworth, England
Ability to deliver
31.4/40.020/20 Reviews1.8/10 Clients & Experience9.6/10 Market PresenceService focus
75% Inbound Voice Services25% Other -
$1,000+< $25 / hr1,000 - 9,999London, England
Ability to deliver
30.3/40.015.6/20 Reviews7.6/10 Clients & Experience7.1/10 Market PresenceService focus
120% Inbound Voice Services -
UndisclosedUndisclosed50 - 249London, England
Ability to deliver
32/40.015.8/20 Reviews8.2/10 Clients & Experience8/10 Market PresenceService focus
50% Inbound Voice Services50% Other -
$1,000+$25 - $49 / hr10 - 49Countesthorpe, England
Ability to deliver
30.8/40.017.6/20 Reviews6.4/10 Clients & Experience6.8/10 Market PresenceService focus
75% Inbound Voice Services25% Other -
Undisclosed< $25 / hr250 - 999Wrexham, Wales
Ability to deliver
25.9/40.014.6/20 Reviews3/10 Clients & Experience8.3/10 Market PresenceService focus
260% Inbound Voice Services -
$1,000+< $25 / hr50 - 249London, England
Ability to deliver
28.8/40.018.2/20 Reviews2.2/10 Clients & Experience8.3/10 Market PresenceService focus
30% Inbound Voice Services70% Other -
UndisclosedUndisclosed1,000 - 9,999Birkenhead , England
Ability to deliver
24.7/40.016.2/20 Reviews2.7/10 Clients & Experience5.8/10 Market PresenceService focus
150% Inbound Voice Services -
UndisclosedUndisclosed1,000 - 9,999Edinburgh, Scotland
Ability to deliver
24.5/40.015/20 Reviews1/10 Clients & Experience8.4/10 Market PresenceService focus
210% Inbound Voice Services -
$1,000+< $25 / hr250 - 999Edinburgh , Scotland
Ability to deliver
24.1/40.016.2/20 Reviews7.9/10 Clients & Experience0/10 Market PresenceService focus
90% Inbound Voice Services10% Other -
$250,000+$25 - $49 / hr250 - 999Leeds, England
Ability to deliver
23/40.015.2/20 Reviews0/10 Clients & Experience7.8/10 Market PresenceService focus
179% Inbound Voice Services -
$1,000+< $25 / hr10 - 49London, England
Ability to deliver
27.8/40.016.4/20 Reviews5.8/10 Clients & Experience5.6/10 Market PresenceService focus
60% Inbound Voice Services40% Other -
UndisclosedUndisclosed10 - 49Burscough, England
Ability to deliver
22.3/40.015.6/20 Reviews0.4/10 Clients & Experience6.3/10 Market PresenceService focus
250% Inbound Voice Services -
Undisclosed$25 - $49 / hr10 - 49Harlow, England
Ability to deliver
20.1/40.014.6/20 Reviews1.4/10 Clients & Experience4/10 Market PresenceService focus
175% Inbound Voice Services -
$1,000+$25 - $49 / hr2 - 9Royal Wootton Bassett, England
Ability to deliver
20.8/40.016.2/20 Reviews0/10 Clients & Experience4.6/10 Market PresenceService focus
165% Inbound Voice Services -
$1,000+$50 - $99 / hr10 - 49Crewe, England
Ability to deliver
21/40.015.2/20 Reviews1.8/10 Clients & Experience4/10 Market PresenceService focus
120% Inbound Voice Services -
$1,000+< $25 / hr1,000 - 9,999London, England
Ability to deliver
18.4/40.012.4/20 Reviews0/10 Clients & Experience6/10 Market PresenceService focus
230% Inbound Voice Services -
$1,000+$50 - $99 / hr10 - 49Bishop's Stortford, England
Ability to deliver
22.5/40.017.4/20 Reviews0/10 Clients & Experience5.2/10 Market PresenceService focus
20% Inbound Voice Services80% Other -
UndisclosedUndisclosed50 - 249Birmingham, England
Ability to deliver
20.2/40.016.2/20 Reviews0/10 Clients & Experience4/10 Market PresenceService focus
60% Inbound Voice Services40% Other -
$1,000+< $25 / hr250 - 999London, England
Ability to deliver
16.3/40.01.6/20 Reviews7.6/10 Clients & Experience7.1/10 Market PresenceService focus
200% Inbound Voice Services -
UndisclosedUndisclosed10 - 49Chester, England
Ability to deliver
10/40.00/20 Reviews4.5/10 Clients & Experience5.6/10 Market PresenceService focus
300% Inbound Voice Services -
$10,000+$50 - $99 / hr50 - 249Brighton, England
Ability to deliver
9.9/40.00/20 Reviews3.7/10 Clients & Experience6.2/10 Market PresenceService focus
160% Inbound Voice Services -
$1,000+< $25 / hr10 - 49North Walsham, England
Ability to deliver
8.2/40.00/20 Reviews3.6/10 Clients & Experience4.6/10 Market PresenceService focus
180% Inbound Voice Services -
$5,000+$100 - $149 / hr10 - 49Bradford, England
Ability to deliver
11/40.00/20 Reviews7/10 Clients & Experience4/10 Market PresenceService focus
50% Inbound Voice Services50% Other
U.K. Inbound Call Center Services FAQs
U.K. providers combine trained agents, robust QA, and enterprise-grade security with familiarity across British accents and customer expectations. For European companies, the U.K. timezone enables same-day coverage; for North American teams, many agencies offer seamless 24/7 call center services in the U.K. to extend hours and reduce abandonment after close.
In addition, you’ll benefit from mature compliance practices (U.K. GDPR), common certifications (ISO 27001, PCI DSS where relevant), and Ofcom-aligned telephony standards. Many firms offer multilingual support (English plus European languages) and proven sector knowledge in regulated industries like financial services and healthcare.
Pricing varies depending on factors like scope, coverage, and specialization. On Clutch, most inbound call center firms in the United Kingdom charge:
- Per-minute billing: £0.60 – £1.20 per minute for standard inbound customer service
- Per-call packages: £1.20 – £3.50 per call, often used for basic U.K. call answering services
- Dedicated agents: £16 – £35 per hour, depending on experience, industry, and language needs
- Monthly plans: £200 – £2,000+ for bundled minutes, reporting, and limited overflow
- One-time setup/onboarding: £300 – £1,500, especially for IVR, CRM, and scripting
Clients should expect premium pricing for 24/7 coverage, bilingual agents, advanced integrations (e.g., Salesforce, HubSpot, Zendesk), and high-compliance verticals.
U.K. teams support a wide range of sectors and niches, reflecting the region’s dynamic and diverse business landscape. It’s common to find dedicated providers for markets like:
- E-commerce and retail for order management, returns, and delivery queries
- Financial services and fintech for compliant identity verification and customer support
- Travel and hospitality for reservations and itinerary changes
- Healthcare and medtech (non-clinical) for patient comms and appointment handling
- Utilities and energy for billing and outage support
- SaaS and technology for tier-1 help desk and triage
- Property and proptech for tenant and maintenance lines
- Education and nonprofits for inquiry management and admissions
- Public sector support desks where applicable procurement allows
Define your project’s specific requirements and objectives to guide your search. Then, go to Clutch to explore your options, carefully assessing the following:
- Forecast volume and coverage — peaks, seasonality, after-hours needs, and SLAs (e.g., 80/20 service level)
- Domain experience — ask for U.K. case studies in your industry
- Tech stack and expertise — IVR design, call recording, QA, and CRM/ITSM integrations
- Compliance knowledge — U.K. GDPR, ISO 27001, PCI DSS (if handling payments), Cyber Essentials
- Performance by crucial KPIs — average speed of answer (ASA), first contact resolution (FCR), AHT, CSAT, NPS, QA scores, abandonment rate
- Culture fit — agent training, tone, and brand alignment matter as much as metrics
- Opaque pricing, unclear surcharges for nights/holidays, or long lock-in contracts without performance outs
- Minimal reporting or inability to share core metrics (ASA, FCR, CSAT, QA)
- No documented data protection measures, outdated security posture, or lack of DPA
- High agent turnover with limited coaching or QA
- A rigid, script-only approach with no room for scenario-based training
- No disaster recovery plan or weak telephony redundancy
- Limited references or thin, non-specific case studies
- Poor integration support for your CRM or ticketing stack
Avoiding red flags is crucial to protecting your brand's reputation and investment. Jumping the gun and partnering with the wrong team can expose your business to risk, so make sure you find a partner that's free from these warning signs.