Skip to content

Outsourcing vs. In-house Call Centres: A Comprehensive Comparison

In today’s competitive business landscape, organizations constantly seek ways to optimize operations and enhance customer satisfaction. One critical aspect of these efforts is the management of call centres, which serve as the primary point of contact for customers seeking assistance and support. When it comes to call centre management, businesses have two direct options: outsourcing call centre services or maintaining an in-house team. In this blog post, we will delve into the pros and cons of each approach, allowing you to make an informed decision that best suits your organization’s needs.


Outsourcing Call Centres: Pros and Cons


  • Cost-Effectiveness: Outsourcing call centre services are often more cost-effective than maintaining an in-house team. Businesses can save on staffing, equipment, training, and office space expenses by partnering with a specialized provider.
  • Scalability: Outsourced call centres offer greater flexibility in scaling operations according to demand. This allows businesses to handle fluctuations in call volumes without incurring additional costs or compromising on service quality.
  • Expertise: Outsourcing companies typically have a wealth of experience and specialized knowledge in call centre management. By leveraging this expertise, businesses can ensure their customers receive the best support possible.
  • Focus on Core Business: Outsourcing call centre services allow businesses to focus on their core competencies as managing customer support is shifted to the external provider.



  • Loss of Control: Outsourcing call centre services can result in losing control over customer interactions. Businesses may have limited influence over the training, policies, and procedures the service provider implements. At Select Call Centre, we work with businesses to ensure that all calls are handled in the most appropriate manner.
  • Potential Language and Cultural Barriers: Outsourced call centres are often located in different countries, which may result in language and cultural barriers. This could impact the quality of customer service and lead to misunderstandings. However, when you choose Select Call Centre, you get to work with a local Canadian call centre. 
  • Data Security: When outsourcing call centre services, businesses must ensure that their chosen provider has adequate data security measures to protect sensitive customer information. At Select Call Centre, we take precautions to protect our client data.


In-house Call Centres: Pros and Cons


  • Greater Control: Maintaining an in-house call centre allows businesses complete control over the customer service experience, from training staff to implement policies and procedures.
  • Brand Alignment: In-house call centre agents are more likely to be familiar with the company culture and brand values, ensuring a consistent customer experience across all touchpoints.



  • High Setup and Operational Costs: Establishing and maintaining an in-house call centre can be expensive, with costs related to staffing, training, equipment, and office space.
  • Limited Scalability: In-house call centres may need help to scale operations quickly in response to fluctuations in call volumes, potentially leading to longer wait times and decreased customer satisfaction.
  • Ongoing Management and Training: Businesses with in-house call centres must invest time and resources in ongoing customer service team management, training, and development.


Ultimately, outsourcing call centre services and maintaining an in-house team will depend on your organization’s specific needs and priorities. Outsourcing offers cost savings, scalability, and access to specialized expertise, while in-house call centres provide greater control and brand alignment. By carefully considering the pros and cons of each approach, you can make an informed decision that best supports your organization’s customer service goals and overall business strategy.