North End Teleservices

What North End Teleservices does

North End Teleservices, LLC (NET) is a privately held, founder-owned business process outsourcing (BPO) company headquartered in Omaha, Nebraska, founded in February 2015 by CEO Carmen Tapio in partnership with the Omaha Economic Development Corporation. The company delivers omnichannel contact center solutions — voice, chat, email, and text — organized into Commercial and Government service lines with modules spanning customer service, sales, technical support, back-office and administrative support, account management, dispatch, reservation sales, intake/claim status, market research, lead generation, and appointment setting.

Underlying technology is described as cloud-based omnichannel contact center infrastructure with custom CRM development and customization capabilities, including proprietary Command Center and Workforce Management operations used for clients such as school district transportation dispatch. NET has invested in differentiated IP: a patent-pending Pre-Advisory Enrollment Services Program™ for community college enrollment/retention and a proprietary Pretext Calling Program℠ for FDIC-compliance testing at banking clients. Delivery is governed by HIPAA, PCI, and FERPA compliance.

The business model is managed services BPO: customized, multi-year contract engagements priced on per-seat, per-transaction, or managed services lines depending on client scope. Direct, consultative sales is run through a Market Development team, supplemented by government contracting via the Nebraska Business Development Center PTAC and HUBZone/Enterprise Zone/MBE/WBE certifications. Customers span government (Nebraska Department of Labor, Omaha Public Schools) and commercial verticals including healthcare, banking/financial services, K-12 and higher education, e-commerce/retail, and transportation — with verifiable outcome metrics such as a 56% reduction in banking compliance failures, $2.21M in annually recovered opportunity dollars at a multi-location health clinic, and a 655% three-year growth rate (Inc. 5000).

Name

North End Teleservices

Legal name

North End Teleservices, LLC

Website

https://northendteleservices.com

Company type

Private

Founded year

2015

Operating status

Operating

Headcount range

251–500 employees

Short description

North End Teleservices is a privately held, founder-owned BPO/contact center outsourcing firm in Omaha, Nebraska, delivering omnichannel customer service, sales, technical support, and back-office solutions to U.S. government agencies and commercial clients across healthcare, banking, education, retail, and transportation.

Ownership category

akta.pro rank

Product category

Contact Center Outsourcing

NAICS

Telephone Call Centers (56142), Telemarketing Bureaus and Other Contact Centers (561422), Business Service Centers (56143)

SIC

Services-Management Services (8741)

akta.pro primary industry

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

akta.pro secondary industries

General Customer Service & Contact Center Operations (BPAAAAAA), Sales Support & Customer Retention (Upsell, Win-back, Loyalty) (BPAAABAB), IT Service Desk & End-User Support (L1/L2) (BPAAACAA), Financial Planning & Analysis Support (Budgeting, Forecasting, Management Reporting) (BPAAAGAJ), Customer Experience (CX) QA, Analytics & Voice-of-Customer Operations (BPAAABAN), Admissions, Enrollment & Registrar Operations (Application Processing, Records) (EDAEALAB), Account Opening, KYC/AML & Customer Due Diligence (CDD/EDD) (FSABALAA)

Keywords

• Contact center outsourcing
• Business process outsourcing
• Government contact center services
• Omnichannel customer support
• Inbound outbound call center

Headquarters

HQ city

Omaha

HQ country

United States

HQ region

North America

Offices2 records

Markets served

GTM type

B2B

Offering type

Services

Cost components

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

Revenue model

1. Contact Center Outsourcing Services: Omnichannel contact center services including customer service, sales, technical support, back office/administrative, account management, customer satisfaction surveys, market research, lead generation, appointment setting, dispatch, reservation sales and service, and intake/claim status. Services provided to government (federal, state, local) and commercial enterprises (B2B and B2C).
2. Consulting and Process Advisory Services: Process mapping and consulting, training material development and management, quality assurance process development and management, telecommunications system consulting, baseline performance and KPI establishment.

Pricing tiers

Go-to-market motion2 records

Distribution channels3 records

Marketing channels5 records

Core offering

North End Teleservices is an outsourced contact center and business process outsourcing (BPO) provider delivering omnichannel customer engagement services — voice, chat, email, and text — to U.S. government agencies and commercial enterprises. Its core offering spans customer service, sales, technical support, back-office administration, account management, lead generation, appointment setting, dispatch, reservation services, and intake/claim status processing. The company complements these services with proprietary programs such as the Pretext Calling Program℠ for banking compliance auditing and the patent-pending Pre-Advisory Enrollment Services Program™ for community college enrollment, alongside custom CRM development and Command Center / workforce management operations.

Product overview

North End Teleservices (NET) is a business process outsourcing (BPO) company providing omnichannel contact center solutions organized into two primary service categories: Commercial Services and Government Services. The core offering is the Omnichannel Contact Center Solutions platform, which encompasses multiple service modules including Customer Service, Sales, Technical Support, Back Office and Administrative, Account Management, Customer Satisfaction Surveys, Market Research, Lead Generation, Appointment Setting, Dispatch, Reservation Services, and Intake/Claim Status. The company also offers proprietary programs such as the Pre-Advisory Enrollment Services Program™ (patent pending) for education clients and the Pretext Calling Program℠ for banking compliance. Additionally, NET provides employee development through its NLP™ (NextGen Leadership Program), Front-line Supervisor Registered Apprentice Program, and WHOLE™ Benefits Program, positioning itself as a people-centric outsourcing provider.

Differentiator

Problem solved

Functional benefit

Products and services

• Omnichannel Contact Center Solutions Outsourced contact center and BPO offering delivering state-of-the-art omnichannel customer-engagement solutions across voice, chat, email, and text to U.S. federal, state, and local government entities as well as commercial enterprises in B2B and B2C contexts.
• Commercial Services Customized contact center and back-office service line for B2B and B2C commercial clients across customer service, sales, technical support, account management, market research, lead generation, appointment setting, dispatch, reservation, and other engagement functions.
• Government Services Contact center and back-office solutions tailored for U.S. federal, state, and local government entities, leveraging NET's HUBZone, Enterprise Zone, minority-owned, and woman-owned business certifications.
• Pre-Advisory Enrollment Services Program™ Patent-pending program that increases student enrollment and retention through immediate positive engagement with prospective students; combines process mapping, consulting, training material development, QA, telecommunications consulting, and custom CRM development for community college clients.
• Pretext Calling Program℠ Compliance-testing service for banking clients that scores FDIC guidance compliance on account-security questions during telephone conversations and delivers quality feedback plus individual coaching for internal staff.
• Command Center and Workforce Management Operations-management service that monitors staffing, allocates calls across multiple centers, and provides reporting (with live dispatch video link) for school-district clients and transportation vendors.
• Front-line Supervisor Registered Apprentice Program Workforce credentialing program offered in partnership with Bellevue University and Metropolitan Community College, providing employees a Department of Labor registered apprenticeship pathway in the contact-center industry. (Included as a distinct employee-talent program offered and co-branded with educational partners rather than an internal-only benefit.)

Quantifiable outcome

• Decreased banking client compliance fail rate by 56%
• +6 more outcomes

Named customers7 records

Segments3 records

Ideal customer profiles3 records

Technology focussed No

API detail

Has API

No

API docs

API detail

Core technology

AI maturity

App detail

Feature4 records

Partnerships

Seven partnerships are on record, tiered key, core, supporting and foundational.

• Conatus3 Inc.keyStrategic or Co-development Partner · 16 May 2018Strategic partnership for employee selection and development using Attribute Index™ assessments. Conatus3 provides individual reports and team reviews for leadership development, coaching, and mentoring. Results used for hiring profile identification and individualized development plans.
• Bellevue UniversitycoreStrategic or Co-development Partner · 9 November 2017Partnership with U.S. Department of Labor and Nebraska Department of Labor to develop registered apprenticeship programs. First four-year educational institution in Nebraska to partner through USDOL Apprenticeship Program. North End Teleservices was the first workforce partner, launching Front-line Supervisor Registered Apprentice Program in November 2017 - the first of its kind in the industry and state.
• Metropolitan Community College (Nebraska)coreStrategic or Co-development Partner · 9 November 2017Apprenticeship partnership for Front-line Supervisor Registered Apprentice Program. Provides educational pathway and certification through the college for NET employees.
• Nebraska Business Development Center (NBDC) PTACcoreImplementation/ SI/ Consulting PartnerProcurement Technical Assistance Center providing government contracting assistance including market research, certification assistance, bid-matching services, and solicitation review. Enabled North End Teleservices to secure state and federal subcontracts and prime contracts including Nebraska Department of Labor unemployment claims contract.
• Taylor Law (Government Contracting Consultant)supportingImplementation/ SI/ Consulting PartnerGovernment contracting consultant providing one-on-one counseling, market research, certification assistance, bid-matching services, and solicitation review through NBDC PTAC relationship.
• Omaha Economic Development Corporation (OEDC)foundationalStrategic or Co-development PartnerInitial partnership in 2015 where OEDC assisted in developing a plan to create jobs in Northeast Omaha, allowing people to work where they live. North End Teleservices is the outcome of that plan.
• Nebraska Black Women United (NBWU)keyOthersNonprofit statewide network of Black women founded in 2021 by Carmen Tapio. Grown from 200 to nearly 800 members. Designed to create opportunities for education, inspiration, and access for members.

Scale indicators8 records

Recent moves6 records

Expansion highlights6 records

Broad incumbents

• Startek: Publicly listed global CX solutions provider offering customer management, sales and technical support to clients in banking, healthcare, telecom and government — a comparable delivery model and vertical mix at greater scale.
• Concentrix: Global, publicly traded customer experience BPO with broad omnichannel capabilities across government, healthcare, banking, retail and education — the same verticals North End Teleservices targets, but at materially greater scale and geographic reach.
• TTEC Holdings: Publicly listed global CX/contact center outsourcing company offering voice, digital and analytics services to enterprise and government clients, including U.S. federal contracts — a directly overlapping business model to NET's omnichannel government and commercial operations.
• Foundever (formerly Sitel Group): Large global CX outsourcing firm serving enterprise customers across financial services, healthcare, retail and public sector; comparable because it competes for the same outsourced voice/digital support engagements NET pursues.
• Hinduja Global Solutions (HGS): Global CX and digital BPO operating voice and non-voice contact center services for enterprise and government clients, including U.S. healthcare, banking and consumer verticals — overlaps with NET's service mix and certifications-driven market access.

Direct peers

• Liveops: Mid-sized U.S. cloud-based contact center operator providing inbound customer service, sales and lead-generation support to commercial and government buyers — directly comparable in size, channel mix and customer profile to North End Teleservices.
• Arise Virtual Solutions: At-home contact center platform serving enterprise and SMB clients with customer service, sales and technical support; mirrors NET's omnichannel commercial/government model with a similar mid-market footprint.
• Working Solutions: U.S. contact center BPO delivering remote customer care, sales and back-office support to enterprise clients in healthcare, financial services and retail — overlapping service modules, verticals and customer base with North End Teleservices.
• Global Response: Mid-sized U.S. contact center BPO offering omnichannel customer service, sales and technical support across similar B2B/B2C and regulated-industry verticals; comparable scale and operating model make it the closest size-matched peer for NET.
• ibex: Mid-sized publicly listed CX outsourcing provider with strong presence in healthcare, financial services, retail and consumer tech; comparable mid-market scale and a near-identical stack of omnichannel contact center offerings.

Market position

Strengths5 records

Weaknesses5 records

Competitive moat5 records

Key risks5 records

Key highlights7 records

Customer concentration

• Xx.com/northendtele
• Facebookfacebook.com/northendteleservices

Compliance4 records

Revenue estimate

Valuation estimate

Number of profiles

Profiles10 records

Funding overview

Funding rounds1 record

Investors1 record

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

M&A

Investments

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

Frequently asked questions about North End Teleservices