The Big Battle Between In-House and Outsourced Call Centers

February 10, 2022by Mr Unsox0

In-House and Outsourced Call Centers

When you zoom out and look at the structure of a successful company, you’ll find that there will be a dedicated department that will focus on customer service and relationships, including customer support.

Customer support is no doubt the frontliners of an organization. They will accommodate all customer inquiries, requests, complaints, and other issues to help manage the company’s tickets. However, when it comes to hiring a team to delegate this task to, some can still find it tricky to get in-house or outsourced services.

While getting in-house and outsourced call center services may seem like a good idea, not many know what they bring to the table. Because of this, it pushes companies to make decisions prematurely, making it too late for the organizations to make changes.

If you’re wondering whether you should get an in-house team or outsource call center services, keep reading. In this article, we’ll dig deeper into each, so you can build your 24/7 customer support with ease and confidence. Let’s take a look!

What are the Pros of Outsourced Call Center Services?

  • Outsourcing allows you to expand your business since it helps you tap more customers. With this, you’re able to raise sales, accommodate more queries, resolve issues and complaints, and more.
  • Outsourcing enables you to work with a strong support team that is highly trained, has extensive experience, and is easily accessible. With this, you don’t have to worry about training time and cost. Not only that, they are aware of the new technologies and trends, allowing your company to adjust immediately.
  • Outsourcing a telemarketing team can help you target other markets across the globe, especially if you’re looking to expand.
  • With outsourcing, you’re able to provide 24/7 service, 365 days a year, to help customers. With this, you can eliminate scaling difficulties and backlog to ensure all customers are accommodated in time.

What are the Pros of In-House Call Center Services?

There’s no doubt that when you hire an in-house team, you’ll need to put in a little time and effort to build your support team. With that, you need to ensure that they’re highly trained, proficient, and effective in addressing customer questions and issues.

Besides that, hiring an in-house team can be quite costly since you’ll be dealing with training and onboarding sessions, which could use up a lot of time.

Sure, you can gain the pros of what you invest in when getting outsourced services, but it will be too costly and time-consuming. Not only that, but it will also affect the way your business scales.

If there are any pros that you can consider with in-house call center services, is that they will be directly working with you in the same building. But doesn’t outsourcing sound much more efficient?

The Bottom Line: It’s Best to Outsource Call Center Services

When it comes to expanding your business and providing top-notch customer support, you can’t go wrong with outsourcing call center services. With outsourcing, you’re able to eliminate scaling difficulties, provide 24/7 service, address support tickets, and much more. Not only that, it’s cost-effective and reliable, allowing you to address all customer concerns without affecting the growth of your company.

How Can We Help You?

If you’re looking for call center services in Canada, you’ve come to the right place.

24H Virtual is determined to create a revolutionary virtual receptionist company with dedicated individuals who can provide efficient and effective output, without compromising flexibility and freedom.

Learn more about our services today!

Mr Unsox

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24H Virtual is dedicated to creating a revolutionary Virtual Receptionist company full of dedicated individuals who enjoy the flexibility of time and freedom. Excited to never get stuck in traffic again?

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24H Virtual is dedicated to creating a revolutionary Virtual Receptionist company full of dedicated individuals who enjoy the flexibility of time and freedom. Excited to never get stuck in traffic again?


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