The volume of calls to call centers can fluctuate significantly, often overwhelming existing agents. Many call center teams have transitioned from office-based to remote work setups, altering their daily routines. These ongoing changes have prompted companies to reevaluate their call center operations, considering whether outsourcing could offer a more efficient and cost-effective solution. Here are three crucial questions to consider when weighing the decision to keep your call center in-house or outsource it.

  1. Agent Attraction and Retention Challenges

Turnover rates in call centers are notorious, influenced by various factors. Even with the flexibility of cloud-based software enabling remote work, you might struggle to find enough qualified agents within your desired geographic pool. In such cases, outsourcing to a broader talent pool could be beneficial in filling staffing gaps.

  1. Nature of Call Center Tasks

Evaluate the range of responsibilities your call center handles, from sales and customer service to technical support and project management. Consider the level of training and expertise required for these tasks. If your agents handle diverse inquiries, some complex and requiring extensive training, maintaining an in-house call center is logical. Conversely, if most calls are routine and easily resolved, outsourcing may be a viable option.

  1. Call Volume

The volume of calls is a critical factor in deciding whether to outsource your call center. Operating a call center entails costs for agents, software, and equipment. If your call volume is high and exceeds your budget for an efficiently managed in-house center, outsourcing to a cost-effective provider may be prudent.

While numerous factors influence the decision to outsource your call center, one aspect you won’t need to worry about with CallShaper’s software is usability. To learn more about our software and how it can enhance your call center operations, request a demo.