Hire an In-House Contact Center or Outsource?

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Contact Center Solutions and IT Services

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Let's say you have a company that sells x item. You want and need to communicate with your customers so that they remain customers, with people so that they become customers, and with customers so that they don't stop being customers.

This article aims to compare both possibilities and what the overseas chinese in worldwide data is at a procedural, economic and other level between having your own in-house call center and hiring an outsourced call center service to achieve this objective. What does outsourcing involve? What does doing it within the company itself involve? Is it economically worth it? Let's see.

What is the difference between In-House and Outsourcing services ? What is outsourcing? What is in-house? Which is better and why?

All companies have to communicate with their customers, whether it's to encourage repeat purchases, to generate complaints, to offer new products, etc.

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Communication strategies between the client and the company are varied and at different stages, but what is certain is that this must exist. This is what we mean when we talk about strategies, processes and calls from contact centers or call centers. This is what this article involves, and the question is: do we do it from within our own company or do we outsource the service? What does this difference imply? What advantages does each one have?

In general, companies choose outsourcing, especially in times of globalization and service specification, as this allows the provider to specify its core business, that is, its central part and where it is best. But let's see what the advantages and disadvantages are.

Why choose an outsourced service?
Although there are several reasons, one of the main reasons for outsourcing this service and any type of service - but in this case, a call center or contact center service - is the total reduction of costs.

Outsourcing has become a market trend. Let's see why.

Savings in costs and time when hiring and training staff. By outsourcing, that is, choosing an outsourced plan, the company that requires services saves time, costs and personnel.
There is no need to invest in high-level infrastructure and technology.
The same goes for technology: you don't want any infrastructure, in case the service is completely off-site, since you could get a software development area completely external to your company to develop software tailored to your needs, but the entire development team would be 100% dedicated to developing your software.

in-house call center agent

In this sense, the cost difference is huge. If one thinks about an in-house call or contact center service, one would find that it would require a much larger budget, which would go towards employee training and the growth of the technique and technology of the infrastructure to carry out the service. In the case of in-house, this implies that the closure of the project ends with all the staff, which does not happen if one outsources services to companies that usually work on various projects in the same industry.

While having everything close and within reach is beneficial in some sense, and working with other companies creates differences and problems, the most recommended thing is to generate relationships with third-party outsourcing services, to concentrate on projects and services that are at the core of the company and forget about what strategic communication requires for call centers and contact centers for those companies that carry it out.

Staff costs, technology costs, infrastructure, growth, technique and more, tip the balance towards outsourcing, that is, outsourcing services so that your company can concentrate on manufacturing or growing the company in its core business and let other companies that have other knowledge help it grow. That is why at LinkSolution we have been working with outsourcing services for more than 10 years. We work with hundreds of companies around the world, in what has to do with systems services, call centers, databases, contact centers and more. Do not hesitate to contact us, we can help you grow.