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In-house or Outsourcing?
While the concepts of inbound and outbound are generally understood, the
terms in-house and outsourcing elicit some confusion.
An
in-house call center is one where the
work done is performed for the company itself – that is, internally –
and is generally secondary to the main function of the company and the
products or services they produce.
Conversely, an
outsourcing call center is
in business to provide call center services to other companies.
Phone work is all they do; it’s their business.
There are arguably 50 to
100,000 call centers in the United States.
The range is so great because the definition of a call center
varies. Of these, roughly 90
to 95 percent are in-house call centers.
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