Pros & Cons of Outsourced Call Center and Inhouse Call Center Setup

Whether you are planning to setup your own call center or you are thinking to outsource it, you must keep all the pros and cons of both the options in mind in order to make a rational decision.

Pros & Cons of Call Center Outsourcing

PROS

• No infrastructure investments
• Predictable and manageable costs
• Latest updated contact center technology
• Access to specialized skills
• Saving on manpower & training
• Ease of accommodating changing business needs
• Reduced operating cost & overheads
• Easy scalability of call center operations
• Save on cost of changing technology
• Enhanced Productivity and Customer Service
• Increased efficiency
• Allows business to focus on core business functions
• Cost effective competitive edge
• No Human Resource & Management Cost
• Redundancy

CONS

• Dependency on third party
• Loss of direct operational control
• No direct contact of Contact Center staff with Marketing staff
• Difficult integration with other internal company functional organization or applications

Pros & Cons of In-house Call Center Setup

PROS

• Fully owned call center infrastructure and technology
• Constant monitoring on premises
• Direct contact with Marketing and Administrative teams
• Company own administration
• No sharing of resources or premises with any other company

CONS

• Capital intensive
• Very high cost of infrastructure deployment
• High maintenance and upgrade cost (hardware, software, and consulting services)
• High costs of employment recruitment, training & retention of employees
• Deviation from core business functions
• Slow or difficult scalability of operations
• High start to end time frame