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Providing Phone Support: In-House or Outsourced

by soniaroody

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Imagine your business sells a commercially-successful product or service and provides telephone support. Your customers know they can call your company for help during business hours or 24/7. Then for the next several days, many customers call your company it’s becoming difficult to cope.

As a consumer yourself and a business owner, you surely know how important phone support is. Taking it away abruptly is going to anger your customers, but you know this kind of situation cannot keep up this way. Essentially, you have two options to resolve this: You can set up an in-house call center or outsource it elsewhere. Both scenarios are going to be explored further to know what can happen either way.


By in-house, you invest in a system and agents dedicated to taking customer calls. You know how your business runs inside out, so you or your executives impart that knowledge and empower agents to handle your customers directly. You also can keep track of how the agents are doing, and you can decide and adapt quickly to changing needs.

As expected, investing in an in-house center is costly. You shop around for reasonably-priced and reliable equipment and ensure they function properly after being installed. It takes time training new employees on your company’s policies and processes, and you want them on the floor sooner. All in all, it costs time and money to acquire good equipment and personnel.


By outsourced, you use one out of various third party call centers instead. It’s more practical and less costly to use a call center because it has invested on the resources and the people you would need. These people can be equally trained on your specifics and deployed at the soonest possible time, and they can also handle your customers’ issues as if they are your own.

In two words, the main drawbacks to using call centers are control and trust. The farther away the call center is from your business in terms of geography and communication reach, potentially the longer it takes for issues to get to you and be acted upon promptly and correctly. You’re also entrusting your customer phone support needs to a third party, who may or may not necessarily do a good job of ensuring your customers are taken care of. This is why you need to commission a call center that is reliable.

All in all, there are benefits and downsides to either opening an in-house center or using call centers to handle your customers’ calls. Whichever route you take depends on what you believe will work out in the long run. You can read more on in-house or outsourcing call center needs at and

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