What is more profitable - In house vs Outsourced Call Center?

Posted by ICCS BPO on Monday 17th of August 2020

Call centre is the support of biggest organizations in the world, customers who try to reach businesses typically end up calling to a call center agent. It doesn’t matter what business you are in, the essentiality of a call center becomes inevitable. There is one debate that ignites every time and market experts hurl in to present their perspectives, to confirm if inhouse call centre is better or outsourced call center.

In house vs outsourcing pros and cons

Interestingly, business owners across the world are more inclined towards outsourced call centers than an in-house call center. Contrarily, there is an increasing concern regarding the descending level in the quality of customer support services delivered by the offshore call centers.

Outsourcing call center pros and cons

The best part of outsourcing is that it helps an organization despite the sector, lifecycle or the future it holds. For instance, if your business is new, you will look to tap more customers. This means more sales, which in turn means more inquiries. For this, you require a strong support team that is affordable, well-trained, extensively experienced, and easily accessible.

Training new agents, keeping them updated with the latest tech, installing new tools, setting up the infrastructure, etc, will demand time, money, and effort from your end. Why would you do that when you want your whole attention to be on the core tasks of your business? Similarly, if you own an established organization, you might have the requirement to expand your business to a new territory. For this, you need proficient telemarketers who can penetrate the targeted geography and grow your profit.

Outsourcing not just saves your cost but also offers you direct access to an already trained and proficient team that can streamline your vision with competent efforts yielding the expected results in a timely manner. Additionally, global companies that are entertaining audience across international borders need a support team that could offer superior assistance around-the-clock. Hiring extra resources for the same would again put the monetary load on the business owners.

On the other hand, outsourcing call centers would assure a 24*7*365 support to the customers at a global level. Outsourced call centers are known to hold up a massive workforce that not just eliminates the scaling issue faced by businesses but also offers frictionless service to corporations that are working day & night.

Benefits of outsourcing:


Eradication of scaling issue

High efficiency due to focus on core competencies

Good assistance to the customers

Direct access to a diligent staff

Mitigated business risks

In fact, in recent times (from the last decade or so) there have been instances where customers have complained of lousy service deliverance. Along with this, a few scams came up where the outsourcing contact center have cheated businesses. Moreover, the rising labor price in the developing nations like India, Philippines, Malaysia, etc is slowly diminishing the cost benefit that is the crux of outsourcing.

In house call center pros and cons

When you are planning to set up and handle an in-house facility to offer assistance to your business, you have to take care of a few aspects: hiring and training the agents in adherence with call center requirements. Adopting and maintaining the latest technology to deliver uninterrupted support to customers. Business is working 24*7*365 to avoid missing even a single customer inquiry, complaint or grievance. Competent enough to solve the seasonal requirement that pops up. These are some of the basic requirements that businesses look forward to meeting while managing call centers internally.

Clearly, it requires a lump sum of money to the above-stated tasks. Also, it would consume a lot of your and your team’s time that should be invested in the core competencies of your business. The risks of handling an in-house call center overshadow the little benefits that it offers.

Call center outsourcing is a business tactic, a strategy that is needed to lift the company’s profit level by offering value in the delivered services. So, before you opt to run in-house or outsource your business functions, be clear about your objective & end goal.

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