Call center: own or outsourced?

It is important to understand the difference between a company's internal contact center and an outsourcing call center. They often face the same tasks, so often in-house and external call centers are mutually exclusive, but not always.

They can also operate in parallel: connecting an outsourced call center can be useful, for example, when a full-time contact center has a large amount of tasks or in the case of distribution of duties. For example, operators in the state are engaged in receiving calls and sales, as they know the client and his preferences, and remote employees make cold calls to databases and inform customers.

The main difference for business is the material embodiment of the contact center. If a full-time call center is “before your eyes”, for example, in a neighboring office, then a remote call center is in a different place, with its own leaders and principles of work. In short, an outsourced call center is about the same, but not for your money. You do not buy or maintain an entire structure, but simply rent everything, including employees and their working hours, devices and software, equipment, and maintenance.

Outsourcing became a cost-cutting solution. Why hunt professional operators and retrain them, if they already perform their functions in a specially created structure. The same story with furniture, equipment and software. There is no need to spend money on a side process when for someone it is the main one.

Multitasking is at the core of outsourced call companies. Brandup maintains more than 50 projects on a permanent basis, employing more than 300 employees. 

Outsourcers easily sell, consult and provide support. Brandup operates internationally, providing services in English, Russian and Polish languages.

Companies offering remote call centers are initially aimed at a flexible approach to different types of business, have a proven base of algorithms and know how to approach a particular process. It doesn’t matter if the goal is to cold call bases or invite regular customers to the annual celebration.

Getting started with a remote call center is easy. It is enough to describe the tasks: select the audience and call time, set targets and select the metrics by which the performance will be evaluated. Outsourcing call center will take care of the rest: it will write scripts and sales algorithms and control the quality of work. You can listen to each conversation and understand what minuses and pluses your target audience sees, what needs to be improved and where it is just to push.

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Last change 2022-07-01
Created 2022-07-01
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