Your ecommerce store is running 24/7, but your phone support probably isn't.
Missed calls mean missed sales, and 74% of customers will switch to a competitor after just one bad call experience.
Finding the right US-based call center can solve that problem.
But with dozens of providers claiming to specialize in ecommerce, how do you choose?
This guide breaks down the top seven US-based ecommerce call centers, what makes each one different, and how to pick the right partner for your store.
What is an ecommerce call center?
An ecommerce call center handles customer phone support specifically for online stores.
Unlike general call centers that might handle insurance claims or tech support tickets, ecommerce specialists focus on order tracking, returns processing, product questions, and complaint resolution.
The "US-based" part matters for a few reasons. Time zone alignment means your agents work during your business hours for real-time escalations.
Cultural familiarity helps with customer expectations and communication nuances.
Most modern ecommerce call centers also cover more than just phone calls.
They handle live chat, email, SMS, and social media, so customers can reach you however they prefer.
.jpg)
US-based centers handle the same channels as offshore but with real-time collaboration advantages
What to look for in a US-based ecommerce call center
Before comparing providers, you need to know what features actually matter.
Here's what separates a good ecommerce call center from a mediocre one.
Omnichannel support
Phone calls alone won't cut it anymore. Your call center should handle phone, live chat, email, SMS, and social media from a single platform.
Customers expect to start a conversation in one channel and continue it in another without repeating themselves.
24/7 availability
Ecommerce operates around the clock. If your store sells to customers in multiple time zones, you need support that matches.
Look for providers offering true 24/7/365 coverage, and ask how they maintain quality during off-hours.
Platform integrations
The best call centers connect directly to your ecommerce platform (Shopify, WooCommerce, Magento, or BigCommerce) and your helpdesk tools (Zendesk, Gorgias, Freshdesk). Direct integration means agents see order history, product details, and customer notes without switching systems.
Scalability for seasonal peaks
Black Friday. Holiday rushes. Flash sales. Your call volume might spike 300% during peak seasons. Providers should scale up instantly without requiring long-term commitments or weeks of lead time.
Compliance and security
If you're handling payment data, you need PCI DSS compliance. Selling to EU customers? GDPR matters. Healthcare-adjacent products? HIPAA applies. Ask for certifications, not just claims.
Brand voice training
Outsourced agents should sound like your in-house team. Look for providers with custom onboarding programs, QA monitoring, and regular call calibration. Your customers shouldn't notice they're talking to a third party.
Top 7 US-based ecommerce call centers
These providers were selected based on US presence, ecommerce specialization, omnichannel capabilities, and available performance data. Each one brings a different strength to the table.
1. OnBrand24
OnBrand24 brings over 30 years of ecommerce-specific experience to the table.
With 5,000+ employees across six US locations (Dallas, Killeen, Las Cruces, Savannah, Wichita, and Tampa), they offer significant redundancy and scale.
Their focus areas include fashion, jewelry, food and beverage, and consumer packaged goods.
They report a 92% average CSAT score and 98.7% operational efficiency across 370+ enterprise clients.
Pros:
- Longest track record in ecommerce-specific support
- Multiple US locations for business continuity
- Deep expertise in fashion and retail verticals
Cons:
- Pricing requires custom quote
- Website design feels dated compared to newer competitors
Best for: Mid-size ecommerce brands wanting proven, US-based teams with deep retail experience.
2. Helpware
Helpware stands out for transparent performance metrics.
They publish their numbers openly: 90% CSAT, 86% employee satisfaction, 2.8% monthly attrition, and a 4.7 Glassdoor rating.
Founded in 2015, they operate across 26+ US cities (from Phoenix to New York to Seattle) with additional nearshore and offshore options.
Their AI capabilities can automate up to 80% of routine queries when combined with human agents.
Pros:
- Published performance metrics for accountability
- Flexible team models (dedicated or shared)
- Can save up to 70% with nearshore options
Cons:
- Global footprint means not all agents are US-based
- Enterprise-focused pricing may not suit smaller stores
Best for: Growing ecommerce brands needing scalable CX with transparent quality controls.
3. LiveOps
LiveOps pioneered the on-demand agent network model. Instead of dedicated teams, they maintain a flexible network of US-based independent agents who work on 30-minute scheduling increments.
This model shines during seasonal peaks. They report 1000% forecasted flexibility and 185% flex for unexpected events.
One designer apparel company scaled support 300% during peak season while improving CSAT by 23%.
Pros:
- Instant scaling without hiring or training cycles
- Pay only for time used during low seasons
- Proven results for seasonal retailers
Cons:
- Network model means less control over individual agents
- Not ideal for brands wanting dedicated teams with deep product knowledge
Best for: Ecommerce businesses with significant seasonal peaks (Black Friday, holiday, flash sales).
4. Callzilla
Callzilla operates from Miramar, Florida with additional capacity in Colombia and South Africa.
They've served over 1,000 clients since 2005 with a specific focus on ecommerce workflows.
Pros:
- Ecommerce-specialized from the ground up
- Extensive compliance certifications
- AI-first approach with speech analytics
Cons:
- Smaller than enterprise competitors
- Limited public information on pricing
Best for: US-based ecommerce brands prioritizing compliance and specialized support.
5. Westpark Communications
Westpark Communications has been in business since 1968, making them one of the oldest providers on this list.
They're 100% US-based with no offshore or nearshore operations.
Their strongest differentiator is platform integration depth.
They connect directly to Shopify, WooCommerce, Magento, BigCommerce, Salesforce, Zendesk, Jira, and Dynamics 365. Bilingual support (English and Spanish) comes standard.
Pros:
- Deepest platform integration capabilities
- 100% US-based guarantee
- 55+ years of operational stability
Cons:
- Less public case study data available
- Requires consultation for pricing
Best for: Ecommerce brands needing tight integration with their existing tech stack.
6. SupportYourApp
SupportYourApp leans heavily into AI automation.
Their custom AI agents can handle up to 80% of routine queries like delivery updates and order tracking, with human agents stepping in for complex issues.
Founded in 2010, they now have 1,200+ experts across 30+ countries supporting 60+ languages.
Notable clients include Calm, MacPaw, Glovo, and Mastercard.
Pros:
- AI integration automates routine queries
- Extensive language support (60+)
- Flexible per-hour or per-ticket pricing
Cons:
- Not exclusively US-based
- Higher-end positioning may not suit smaller stores
Best for: Tech-savvy ecommerce brands wanting AI-augmented support with global reach.
7. Speed Commerce
Speed Commerce takes a different approach by combining customer service with fulfillment.
They've been in 3PL operations since 1982 and added call center services to create an integrated commerce partner.
Their unique offering includes video support for complex products, something traditional call centers rarely provide.
They operate in both US and Canada.
Pros:
- Combines customer service with fulfillment capabilities
- Video support for complex products
- Real-time inventory visibility for support agents
Cons:
- Hybrid US/Philippines model
- More suited for full-service partnerships
Best for: Ecommerce businesses wanting an integrated support + fulfillment partner.
US-based ecommerce call center comparison
US-based vs offshore call centers: what's the difference?
The keyword here is "US-based," and there's a reason businesses search for it specifically.
Cost comparison: US-based centers typically cost more per hour than offshore alternatives. But higher first-call resolution rates often offset the price difference. A call that gets resolved the first time costs less than three follow-up calls.
Time zone advantages: Real-time collaboration matters. When an escalation needs management approval, same-business-hours support means faster resolution. Offshore teams operating on 12-hour delays can slow down urgent issues.
Cultural alignment: Native English speakers understand regional expressions, local holidays, and customer expectations. An agent who knows what "I need this before the Super Bowl party" means will handle that call differently.
Compliance considerations: US-based teams simplify CCPA compliance. State-level consumer protection laws, data residency requirements, and federal regulations become easier to manage when your team operates domestically.
When offshore makes sense: Budget constraints are real. Multilingual requirements spanning European or Asian languages may favor nearshore or offshore teams. Follow-the-sun 24/7 models can use offshore coverage for overnight hours effectively.
The hybrid approach: Many providers now offer US management with nearshore (Mexico, Canada) or offshore (Philippines) agents. This can reduce costs 40-70% while maintaining US oversight for quality and compliance.
A faster alternative: AI phone agents for ecommerce
For stores that want phone support without outsourcing to a traditional call center, AI phone agents offer a different approach entirely.
Ringly.io provides Seth, an AI phone support agent built specifically for Shopify stores.
Instead of routing calls to human agents, Seth handles inbound calls directly. It answers questions, looks up orders, and processes returns automatically.
Key differences from traditional call centers:
- Instant scaling: No hiring or training needed
- 24/7 by default: AI doesn't sleep or take breaks
- Pay for results: Billing starts after Seth resolves 60%+ of calls
- Deep Shopify integration: Pulls order data, product info, and policies directly from your store
When AI makes sense:
- High volume of repetitive queries (order status, returns, FAQs)
- Stores scaling faster than they can hire
- Budget-conscious brands wanting to reduce per-call costs
- After-hours coverage without overnight staffing
When human agents still win:
- Complex technical support requiring judgment calls
- High-touch luxury brands where personal connection matters
- Situations requiring empathy and nuanced problem-solving
Seth resolves around 70-73% of calls without human intervention across 2,100+ Shopify stores.
For the remaining 30%, calls escalate to your team or an external call center.
Overage minutes are billed at $0.19/min beyond your plan allowance.
Choosing the right ecommerce support solution
Your decision comes down to a few key factors.
Choose a US-based call center if:
- You need human agents for complex or sensitive interactions
- Compliance requirements demand US-based data handling
- Your brand voice requires extensive training and customization
- You value long-term partnerships with dedicated teams
Choose an AI phone agent like Ringly.io if:
- Most of your calls are repetitive (order tracking, returns, FAQs)
- You need instant scaling without hiring
- You're running a Shopify store and want deep integration
- Budget is a concern and you want pay-for-performance pricing
Consider a hybrid approach:
- AI handles routine calls, human agents handle escalations
- Reduces call center costs while maintaining quality for complex issues
- Many stores start with AI and add human backup as they scale
Ready to automate your phone support?
Start your free trial with Ringly.io and see how many calls Seth can resolve for your store.
Frequently Asked Questions
What is a US-based ecommerce call center?
A US-based ecommerce call center is a customer support provider that handles phone, chat, and email inquiries for online stores using agents located in the United States. They specialize in order tracking, returns processing, and product questions rather than general support.
How much does a US-based ecommerce call center cost?
Pricing varies widely based on call volume, services needed, and team model. Most US-based ecommerce call centers require custom quotes, though typical ranges run $15-35 per agent hour. Some offer per-ticket pricing starting around $3-8 per resolved interaction.
What are the benefits of using a US-based ecommerce call center?
US-based ecommerce call centers offer time zone alignment for real-time escalations, native English speakers familiar with American customer expectations, and simplified compliance with CCPA and state-level regulations. Quality tends to be higher though costs are greater than offshore alternatives.
How do I choose between a US-based ecommerce call center and an offshore option?
Choose US-based if compliance, cultural alignment, and real-time collaboration matter most. Choose offshore if budget is the primary concern or you need coverage across multiple languages and time zones. Many businesses use hybrid models with US management and nearshore agents.
Can AI replace a US-based ecommerce call center?
AI phone agents like Ringly.io can handle 70%+ of routine ecommerce calls (order status, returns, FAQs) automatically. They work best alongside human agents who handle complex issues requiring judgment or empathy. Most stores find a hybrid approach delivers the best cost-to-quality ratio.
What features should I look for in a US-based ecommerce call center?
Prioritize omnichannel support (phone, chat, email, SMS), 24/7 availability, direct integrations with your ecommerce platform, PCI DSS compliance for payment data, and proven scalability for seasonal peaks. Ask for published performance metrics like CSAT and first-call resolution rates.
How quickly can a US-based ecommerce call center scale for seasonal peaks?
Scaling speed varies by provider model. Traditional BPOs may need 2-4 weeks lead time for training. On-demand networks like LiveOps can flex 1000% almost instantly. AI phone agents scale immediately with no hiring required. Plan ahead for Black Friday and holiday rushes.
