The document discusses the differences between in-house and outsourced contact centers, highlighting the benefits of each model. In-house centers provide better brand communication and data security, while outsourced centers can offer expertise and cost savings, though they may lack control and personalization. The best choice depends on a company's specific goals and needs.

1. Inhouse
vs
Outsourced
Contact Center

2. A call center is an integral part
of every company as it affects
both the customer experience
and brand perception
From handling client calls to
promoting sales and
generating business leads, a
call center helps in an array of
tasks

3. There are two types of the contact center:
An in-house call center is in
the company. It employs a
set of team members who
take care of the interaction
with existing and potential
customers.
An outsourced contact center
is where a company
collaborates with a call center
partner outside of the
corporation to handle specific
call center services.

4. You can decide on the
best-suited model for
your business based
on the following
parameters:

5. Brand Communication
1.
In-house employees
understand your business
dynamics and offerings
better. You can also train
them to have personalized
customer interactions
according to your brand
ideologies
Outsourced agents might
not be well accustomed to
your company's mission,
vision, and know-how of
the product. This makes
them difficult to personalize
communication and offer
satisfactory service

6. 2. Customer engagement insights
In-house centers aim to
improve customer
engagement by continuously
identifying critical areas for
improvement and client
reactions to business changes
and market gaps
In the case of outsourced
centers, you need to
choose the right partner
with the right technology,
qualified workforce, and
transparent operation to
drive valuable insights from
the customer interactions

7. 3. Changed policy implementation
Businesses can easily alter
policy to improve the
performance of an in-house
contact center as
policymakers and get
operations in place
In the case of outsourcing,
the policy changes need to
be communicated to the
management of the third
party. Those policies might
not be as effective due to
differences in work culture

8. With an in-house contact
center, the management has
complete control over the
operations. The focus is on
improving the customer
service and customer
experience
When using an outsourced
center, the management
has less or no control over
the offshore location. The
concentration may not be
solely on a single client,
resulting in less brand
loyalty
4. Less operation control

9. 5. Data security
In-house agents are direct
representatives that build
more customer trust in the
business and its services. Data
remains within the company
reducing the security threat to
minimal
With an outsourced center,
businesses have to share
sensitive data with the
party outside the company,
increasing the threat. The
company needs to ensure
that data security policies
are followed constantly

10. The right solution for any
business depends on each
organization's mission, needs,
and stage.
The key to success is great
strategy and planning.

11. CallCenterHosting (CCH) is a leading and
globally recognized provider of
cloud contact center software.
We offer complete software-based call
center set-ups for start-ups, SMBs, and
enterprises, including call center dialers,
IVR, voice broadcasting, VoIP, and
business numbers.
For more information, call us at
+1-800-346-4974
or visit:
www.callcenterhosting.com
About us

12. CONNECT WITH US
CHECK OUT SOME OTHER SLIDES

13. Making Contact
Centers Contactless
For The Future
Reference