Support Services Group

What Support Services Group does

Support Services Group (SSG) is a privately held business process outsourcing (BPO) company founded in 1998 and headquartered in Waco, Texas. The company provides omnichannel contact center services including customer care, Tier 1-3 technical support, sales, collections, and back-office support delivered across voice, email, chat, and social media channels. SSG operates 17 contact centers across 9 countries spanning the United States, Canada, Mexico, Dominican Republic, Panama, Jamaica, Costa Rica, Hungary, and the Philippines, with approximately 8,000 agents supporting 75+ global brands in 20+ languages under a unified 'One SSG Way' operational framework.

The company's technology stack centers on the proprietary Optics Dashboard for real-time cross-channel business intelligence, a custom speech analytics engine for sentiment and quality analysis, intelligent IVR solutions with WISMO (Where Is My Order) capability, cloud-based automated redaction on AWS, and a compliance suite for blockchain transaction monitoring (Chainalysis, Unit21, Elliptic) supporting KYC/AML and sanctions screening. SSG maintains PCI DSS v4.0, ISO 27001, AICPA SOC 2, GDPR, and CCPA compliance. The company explicitly positions its AI offerings as 'agnostic,' integrating third-party conversational AI, generative AI, predictive analytics, and NLP tools rather than developing foundational models.

SSG generates revenue primarily through multi-year managed services contracts priced per custom engagement, with additional professional services for workforce management and compliance. It serves enterprise clients across retail, financial services, healthcare, telecommunications, gaming, media streaming, consumer electronics, cryptocurrency/fintech, insurance, and government verticals. Go-to-market is sales-led, combining field sales with an inside sales motion anchored by a 'Schedule a Call' demand capture page. SSG has expanded through three acquisitions since 2020 (Great Falls Marketing, Mindpearl Malaysia, Innovative Vision) and has accumulated 50+ Stevie Awards including a Grand Stevie Award in 2024.

Name

Support Services Group

Legal name

Support Services Group

Website

https://supportservicesgroup.co

Company type

Private

Founded year

1998

Operating status

Operating

Headcount range

1,001–5,000 employees

Short description

Support Services Group is a private global BPO founded in 1998 providing omnichannel contact center services across 17 sites in 9 countries. It serves 75+ enterprise brands in retail, financial services, healthcare, telecom, gaming, and streaming media.

Ownership category

akta.pro rank

Product category

Business Process Outsourcing (BPO) / Contact Center Services

NAICS

Telephone Call Centers (56142), Office Administrative Services (56111), Other Business Support Services (56149)

SIC

Services-Miscellaneous Business Services (7380), Services-Management Consulting Services (8742)

akta.pro primary industry

General Customer Service (Order/Account/Inquiries) (BPAAABAA)

akta.pro secondary industries

Customer Experience (CX) QA, Analytics & Voice-of-Customer Operations (BPAAABAN), Technical Support & Helpdesk Contact Centers (BPAAAAAI), Claims, Disputes & Chargeback Support (BPAAABAH), VIP/White-Glove & Executive Support (BPAAABAL), Sales Support & Customer Retention (Upsell, Win-back, Loyalty) (BPAAABAB), Account Opening, KYC/AML & Customer Due Diligence (CDD/EDD) (FSABALAA), Multilingual/Localization Support (Language, Cultural Adaptation) (BPAAABAK)

Keywords

• Contact center outsourcing
• Business process outsourcing
• Customer experience services
• Omnichannel support
• Workforce management services

Headquarters

HQ city

Waco

HQ country

United States

HQ region

North America

Offices9 records

Markets served

GTM type

B2B

Offering type

Services

Cost components

Personnel, Operations, Infrastructure, Technology or R&D, Marketing or Sales, Supply Chain

Revenue model

1. Managed Services - Contact Center Outsourcing: SSG provides comprehensive outsourced contact center solutions including customer care, technical support, sales, collections, and back-office agents. Services are tailored to run as an extension of partner brands. The company operates on a contractual managed services model where clients engage SSG to manage customer-facing operations across multiple channels and geographies.
2. Workforce Management Services: SSG offers professional Workforce Management as a Service (WFMaaS), providing staffing projections, just-in-time staffing, real-time monitoring, performance tracking, predictive modeling, cost analysis, and production forecasting. The service reduces administrative costs by 6-10% within the first year for organizations with 200+ agents.
3. Compliance and KYC Services: SSG provides transaction monitoring, blockchain monitoring, KYC/AML screening, and sanctions screening services using tools like Unit21, Chainalysis, FCRM Fiserv, and LexisNexis Bridger. The service reduces false positives in fraud detection by up to 70%.
4. Business Intelligence Solutions: SSG offers Innovation Incubator services, custom BI dashboards, speech analytics, automated redaction, and IVR solutions as part of its technology-enhanced offerings. These are delivered as integrated components of managed services or as standalone professional services.

Pricing tiers

Go-to-market motion3 records

Distribution channels3 records

Marketing channels10 records

Core offering

Support Services Group is a global Business Process Outsourcing (BPO) provider that delivers omnichannel contact center services for enterprise clients, including customer care, technical support (Tier 1-3), sales, collections, back-office support, and compliance/KYC-AML services. Operations span 17 contact centers across 9 countries, with approximately 8,000 agents supporting more than 75 global brands in 20+ languages via voice, email, chat, and social media channels.

Product overview

Support Services Group (SSG) is a global omnichannel BPO solutions company offering a unified customer experience platform with multiple integrated service modules. The core Contact Center Services platform serves as the foundation, supported by specialized modules including Workforce Management Services, Compliance Services (with blockchain monitoring and KYC/AML capabilities), Business Intelligence Solutions (featuring the Innovation Incubator, custom dashboards, and speech analytics), Agent Enablement programs, B2B Sales & Revenue Generation, AI Transformation services, and Crisis Support & Response Management. Founded in 1998, SSG operates 17 contact centers across 9 countries with approximately 8,000 agents supporting over 75 global brands in 20+ languages.

Differentiator

Problem solved

Functional benefit

Products and services

• Contact Center Services Omnichannel BPO solution offering inbound and outbound contact center services including customer care, technical support (Tier 1-3), sales, collections, and back-office support across voice, email, chat, and social media channels. Delivered across onshore, nearshore, and offshore delivery centers.
• Workforce Management Services Professional Workforce Management as a Service (WFMaaS) including staffing projections, just-in-time staffing, real-time monitoring, performance tracking, predictive modeling, cost analysis, and production forecasting. Reduces administrative costs by 6-10% within the first year for organizations with 200+ agents.
• Compliance Services Transaction and blockchain monitoring services using Unit21, Chainalysis, Metabase, Sift, and Elliptic. Includes KYC/AML screening, sanctions screening (OFAC, HMT, UN, EU, OSFI), fraud prevention, and PCI DSS v4.0-aligned compliance services. Reduces false positives in fraud detection by up to 70%.
• Business Intelligence Solutions Innovation Incubator and BI solutions including the proprietary Optics Dashboard for real-time data access, speech analytics engine, cloud-based automated redaction (AWS), intelligent IVR with WISMO capability, and multi-channel customer satisfaction surveys for Voice of Customer feedback.
• AI Transformation Technology-agnostic AI solutions for customer experience transformation, including conversational AI chatbots, process automation, generative AI for knowledge retrieval, predictive analytics, and custom AI implementations tailored to client needs without vendor lock-in.
• B2B Sales & Revenue Generation Professional B2B services including inside sales support, lead generation, sales automation, outbound sales programs, full-cycle sales, appointment setting, partner account management, and full-service collections to maximize revenue.
• Crisis Support & Response Management Rapid-response bilingual and English-only call center services supporting natural disasters, security breaches, product recalls, and emergencies with ability to ramp 500+ US-based agents (all background-checked) within weeks. Also includes registration processing, status and appeals support, and emergency disbursements.

Quantifiable outcome

• 138% increase in sales volume for financial services client (Q1 2025 vs Q1 2024)
• +15 more outcomes

Named customers15 records

Segments11 records

Ideal customer profiles7 records

Technology focussed No

API detail

Has API

No

API docs

API detail

Core technology

AI maturity

App detail

AI capability10 records

Feature7 records

Partnerships

One partnership is on record.

• Innovative Vision (acquired by SSG)coreStrategic or Co-development Partner · 19 August 2021SSG acquired Innovative Vision, a Toronto-based BPO founded in 2002 by CEO Sajan Choksi, expanding SSG's operations into Jamaica and Canada. Innovative Vision had grown to 900 employees and specialized in customer experience for technology and e-commerce brands with omnichannel support. The acquisition brought strong culture and leadership to SSG's portfolio.

Scale indicators17 records

Recent moves7 records

Expansion highlights6 records

Direct peers

• Concentrix: Large-cap global CX solutions and technology company with hundreds of thousands of employees across 40+ countries, serving many of the same enterprise verticals as SSG (retail, financial services, telecom, streaming). Closest direct peer in scale and go-to-market motion.
• Teleperformance: Global leader in digital business services and customer experience management, operating omnichannel contact centers across 90+ countries with ~500,000 employees. Directly competes with SSG in enterprise BPO across the same verticals (financial services, retail, telecom) and geographies.
• TaskUs: Public digital outsourcer with significant presence in the Philippines and Latin America, specializing in customer support, content moderation, and trust & safety. Closely comparable to SSG in geographic delivery mix (especially Philippines) and digital-native client base.
• Foundever: Global CX leader (formed from Sitel's combination with SYKES) operating contact centers in 45+ countries with 170,000+ employees. Directly competes with SSG for omnichannel enterprise BPO contracts across retail, banking, telecom, and streaming verticals.
• StarTek: Global customer experience solutions provider operating across the Americas, Africa, and Asia. Directly comparable to SSG in omnichannel contact center services, enterprise client base, and emerging-market delivery footprint.
• Alorica: Privately held global CX solutions provider operating contact centers across the Americas, EMEA, and APAC. Directly comparable to SSG in scale (tens of thousands of employees), enterprise client focus, and multi-region delivery model.
• Transcom: Global CX solutions provider headquartered in Sweden with contact centers across the Americas, EMEA, and APAC. Directly comparable to SSG in multilingual support capabilities (20+ languages), enterprise BPO positioning, and near/offshore delivery model.
• TTEC Holdings: Public customer experience technology and services company operating across the Americas, EMEA, and APAC with tens of thousands of employees. Competes head-to-head with SSG for enterprise CX contracts in financial services, healthcare, retail, and technology verticals.
• IBEX Holdings: Public omnichannel customer experience company with delivery concentrated in the Philippines, Pakistan, and the Americas. Closely comparable to SSG in offshore delivery model, financial services and telecom vertical exposure, and enterprise BPO positioning.
• Majorel: Global customer experience company (now part of Teleperformance) operating across 40+ countries with significant EMEA and APAC presence. Directly comparable to SSG in multilingual omnichannel delivery, financial services and telecom verticals, and emerging-market delivery footprint.

Market position

Strengths5 records

Weaknesses5 records

Competitive moat5 records

Key risks6 records

Key highlights7 records

Customer concentration

• YouTubeyoutube.com/@supportservicesgroup
• Facebookfacebook.com/supportservicesgrouphq
• LinkedInlinkedin.com/company/s2g-support-services-group
• Instagraminstagram.com/supportservicesgrouphq

Compliance3 records

Revenue estimate

Valuation estimate

Number of profiles

Profiles14 records

Subsidiaries2 records

Funding overview

Funding rounds

Investors

Funding detail is available on the Subscription and Enterprise plan.Contact sales →

M&A2 records

Investments

M&A and investment is available on the Subscription and Enterprise plan.Contact sales →

Frequently asked questions about Support Services Group