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.

Subscribe on Facebook.
Last change 2022-07-01
Created 2022-07-01
Like article? Rate
Voted: 0
Average rate 0 from 5
World Cup, Hochfilzen
Time CET
08.12.2022 - 14:10 - Sprint, Women
09.12.2022 - 13:45 - Sprint, Men
10.12.2022 - 11:30 - Pursuit, Women
10.12.2022 - 13:40 - Relay 4x6, Men
11.12.2022 - 11:30 - Relay 4x7.5, Women
11.12.2022 - 14:15 - Pursuit, Men
#   Name Pts
1 Norway Thingnes Boe Johannes 209
2 Norway Holm Laegreid Sturla 190
3 Germany Roman Rees 155
4 Sweden Sebastian Samuelsson 145
5 Germany David Zobel 126
6 Switzerland Niklas Hartweg 124
7 Sweden Martin Ponsiluoma 123
8 France Emilien Jacquelin 118
9 Sweden Jesper Nelin 101
10 France Fabien Claude 94
11 Norway Sjastad Christiansen Vetle 92
12 Norway Filip Andersen 84
13 France Quentin Fillon Maillet 84
14 Lithuania Vytautas Strolia 83
15 Germany Benedikt Doll 80
16 Germany Justus Strelow 76
17 Norway Johannes Dale 61
18 Germany Johannes Kühn 56
19 Norway Tarjei Boe 55
20 Czech Michal Krcmar 55
21 Germany Philipp Nawrath 54
22 Finland Olli Hiidensalo 52
23 Slovenia Jakov Fak 52
24 Belgium Florent Claude 42
25 USA Sean Doherty 38
26 Ukraine Anton Dudchenko 34
27 Norway Erlend Bjoentegaard 31
28 Austria David Komatz 31
29 France Eric Perrot 27
30 Austria Simon Eder 23
#   Name Pts
1 Italy Lisa Vittozzi 185
2 France Julia Simon 160
3 Sweden Hanna Oeberg 144
4 Norway Landmark Tandrevold Ingrid 142
5 Austria Theresa Hauser Lisa 131
6 Sweden Karin Oeberg Elvira 121
7 Sweden Linn Persson 118
8 Canada Emma Lunder 116
9 Germany Vanessa Voigt 114
10 Italy Dorothea Wierer 110
11 Germany Denise Herrmann-wick 105
12 Czech Marketa Davidova 91
13 Germany Anna Weidel 84
14 Germany Sophia Schneider 82
15 France Caroline Colombo 74
16 Finland Mari Eder 63
17 Slovakia Paulina Bartovska Fialkova 60
18 Norway Ida Lien 59
19 Switzerland Elisa Gasparin 58
20 Belgium Lotte Lie 56
21 France Anais-Bouchet Chevalier 56
22 Switzerland Aita Gasparin 54
23 Norway Aagheim Kalkenberg Emilie 49
24 France Lou Jeanmonnot 45
25 Italy Rebecca Passler 44
26 Slovenia Polona Klemencic 43
27 Finland Suvi Minkkinen 41
28 Switzerland Lena Haecki Gross 41
29 Sweden Johanna Skottheim 40
30 Sweden Anna Magnusson 37
#   Nation Pts
1 Norway 1277.0
2 Germany 1215.0
3 France 1127.0
4 Sweden 1052.0
5 Czech Republic 948.0
6 Austria 942.0
7 Finland 917.0
8 Slovenia 908.0
9 Ukraine 869.0
10 Switzerland 793.0
11 Lithuania 780.0
12 USA 732.0
13 Italy 707.0
14 Romania 704.0
15 Canada 683.0
16 Estonia 647.0
17 Bulgaria 571.0
18 Poland 499.0
19 Kazakstan 455.0
20 Belgium 378.0
21 Moldova 376.0
22 Slovakia 340.0
23 Japan 293.0
24 New Zealand 194.0
25 Latvia 189.0
#   Nation Pts
1 Sweden 1245.0
2 Germany 1213.0
3 Norway 1123.0
4 France 1080.0
5 Switzerland 1029.0
6 Italy 989.0
7 Finland 958.0
8 Czech Republic 938.0
9 Austria 910.0
10 USA 814.0
11 Slovakia 750.0
12 Poland 745.0
13 Canada 732.0
14 Estonia 701.0
15 Ukraine 636.0
16 Bulgaria 578.0
17 Latvia 495.0
18 Slovenia 396.0
19 Japan 393.0
20 Romania 283.0
21 Lithuania 245.0
22 Belgium 244.0
23 Moldova 209.0
24 Kazakstan 206.0

More