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 An in-house call
center is a department or division of a company, that provides call center
services for that company; they do not do work for other companies.
The chief advantage of having an in-house call center is that direct
control can be given to the call center, the agents, and what say and do.
An in-house call center can be either a
cost-center or a profit-center. Call centers that are cost centers
(that is, they do not generate enough revenue to cover their expenses and
need to be subsidized by the company) usually find themselves in an
ongoing fight for their continued existence. This is not an ideal
situation, as the call center could have its budget reduced or eliminated
with each fiscal year or economic downturn.
A call center that is
a profit center, generates sales or business activity that more than
covers its own operating expenses. Therefore, it is much more immune
to threats of elimination or budget reduction, as such a move would have a
ripple effect throughout the company.
This distinction is
often one that is more of perspective then reality and savvy call center
managers should always seek to position their call center as a
profit-center.
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