What Are The Disadvantages Of In House Call Centers?

The Hidden Costs of In-House Call Centers

What Are The Disadvantages Of In House Call Centers

Is an In-House Call Center Right for Your Business?

In-house call centers have become an essential part of customer service for a variety of businesses, offering the ability to directly communicate between customers and companies. Although they have certain advantages in terms of flexibility and control, they come with some drawbacks that could impact the efficiency of a business and its customer satisfaction. So, what are the disadvantages of In House Call Centers? This article we’ll examine the major negatives of call centers in-house and look at alternative strategies to overcome these issues.

Table of Contents

Disadvantages Of In House Call Centers

What Are The Disadvantages Of In House Call Centers?

What Are The Disadvantages Of In House Call Centers? The drawbacks of in-house call centers are high operating costs and staffing difficulties, as well as limited capacity, maintenance of technology and lack of specialist expertise and a diverting of attention away from the core business and issues with compliance with regulations, security, and recovery.

What Is An In-House Call Center?

A call center that is in-house refers to an in-house customer support or service center that has been established and run by a business’s facilities under its direct control. That is, the business itself is responsible for every aspect of interactions with customers including the hiring and training of call center employees, supplying the required infrastructure and technology as well as managing the day-to-day operations.

Call centers in-house are generally established to handle a variety of customer service tasks including answering product queries, resolving issues offering technical assistance and processing orders, as well as carrying out market studies. The business has full control over the service quality procedures, processes and policies, however, it also has to take responsibility for all the associated costs and operational problems.


This method is different from outsourcing, in which a company contract with a third party service provider to oversee the operation of a call center on their behalf. The decision to choose between in-house or outsourcing call centers is based on factors such as cost and expertise, as well as scalability and strategic goals.

In-House Call Center Pros And Cons


  1. Direct control over call center activities
    As with everything else in business, when the company is in your control you are able to make quicker decisions regarding issues that may be arising.
  2. Personal Touch
    If your call center falls part of the company, and is using one brand, the concern of misaligned branding and communications is gone. When handling calls for one company, call center representatives will receive a comprehensive training course in handling every situation that might occur.
  3. Increased Security
    The fact that we have an in-house call center is a guarantee that the protection of data and client information is reduced since the information is not shared with a third party call center.
In-House Call Center Pros And Cons


  1. High setup cost 
    It’s not difficult to see that contact centers can be costly to begin with. From the infrastructure and compliance certification to staffing and staffing, the in-house contact center team has the responsibility of coordinating and financing it all.
  2. Maintenance costs 
    The costs associated with the call center do not stop when you’ve set up. You’ll have to fund management and call quality coaches in order to improve the quality of your customer service as well as putting aside funds for contingency to deal with any problems that may arise. It is also important to think about the hiring of staff. Call centers generally have greater turnover rate, which means that not only will you have to be responsible for teaching new customer service agents as well as recruiters who are constantly searching for suitable staff members to hire.
  3. More non-productive time
    The time that is not productive can be classified as “non-billable” time. Because the company is the one responsible for the instruction and coaching they’re required for their employees to be paid during this period even if they’re not conducting calls with customers. Additionally in the event of no call volume at any point in moment, the company still must pay agents even during the wait time.
  4. Loss of focus on core business activities
    It’s not every business’s primary goal is customer service, and it’s fine! If the business’s primary concentration is on sales, production or other goals, an in-house contact center can be a source of distraction away from the company’s primary objectives. The use of business funds to establish an effective call center could be detrimental on other departments by investing in actual dollars or providing extra staff instead of making use of those resources for other business operations.

Why Do Businesses Choose To Have In-House Call Centers?

Businesses choose to have in-house call centers for a variety of reasons, including:

  • Control over the customer experience: Customers who have in-house contact centers have greater control over how they train and develop their staff and also the quality of service they offer to customers. This is crucial for companies who want to make sure that their customers get the same quality and satisfaction.
  • Improved communication and collaboration: In-house call center representatives tend to be more aware of the services and products offered by the company and can collaborate with other departments in order to solve customer problems. This could result in faster and more efficient options for the customer.
  • Enhanced security:In-house contact centers are more in control of the security of customer information. This is essential for businesses which handle sensitive customer information including financial data and medical data.
  • Brand consistency: In-house contact center personnel can be taught to portray the brand’s identity and its values consistently. This will help create an impression that is positive and lasts on your customers.

Apart from these common motives aside from these general reasons, there are particular industries or companies which are more likely to benefit from an internal call center. For instance, businesses which sell items or products, like software or medical devices, may need an in-house call center to ensure they can offer their clients with the highest quality of service. In addition, companies that operate in highly controlled industries such as healthcare or finance, could require an in-house call center in order to make sure they’re in compliance with all applicable laws and regulations.

Why Consider Outsourcing Your Call Center?

There are many reasons for businesses to decide to outsource their call center. Some of the most frequent reasons are:

  • Cost savings:

Outsourcing can be a more cost-effective way to operate a call center, as outsourced call centers typically have lower labor costs than in-house call centers.

  • Access to expertise:

Outsourced call centers often have access to a wider pool of experienced and qualified call center agents than in-house call centers.

  • Scalability:
Outsourced call centers can be scaled up or down more easily than in-house call centers, making them a good option for businesses with variable call volumes.
  • Focus on core business:
Outsourcing a call center can free up a business's resources to focus on its core business activities.

Alongside these broad motives in addition, there are particular advantages that companies may enjoy by outsource their phone center. For instance, companies who outsourcing their call center to a company that is located in another country could be able to provide 24/7 customer support or assistance in a variety of languages. In addition, companies may have the ability to boost their scores for customer satisfaction when outsourcing their customer service to a service who has a solid reputation for offering top-quality customer support.

When To Consider Outsourcing Your Call Center

It is recommended to outsource your call center in the following situations:

  • You are looking to save money: You’re looking to save money by outsourcing call centers that are usually less expensive in terms of labor than call centers that are in-house, which makes them an economical option.
  • You need access to expertise: Access to expert knowledge outsourcing call centers typically are able to access a greater selection of skilled and experienced call center personnel than call centers that are in-house. This is due to the fact that they are able to find agents around the globe.
  • You need to scale your call center up or down quickly: It is essential to grow your call center quickly up or down. Outsourcing call centers can be more flexible than in-house call centers. This means they are able to easily expand or eliminate agents to accommodate your evolving requirements.
  • You want to focus on your core business activities: You’d rather concentrate on the core business tasks. Outsourcing your call center will let you concentrate on your primary business tasks.
  • You have variable call volumes: Outsourced call centers can be a great choice for businesses that have variable calls, for example, those that experience seasonal peaking or those who are launching new items or services.
  • You need to offer 24/7 customer support or support in multiple languages: Outsourced call centers are able to provide 24/7 customer support and assistance in a variety of languages. This is due to the fact that they are able to recruit agents from all over the world.

Frequently Asked Questions

One of the downsides for call centers is their possibility of lengthy wait times and unpleasant customer experiences due to large call volumes.

Being in a call center can have negative consequences like high levels of stress, burning out, stress, and a lack of exercise due to long periods of sitting down and dealing with a demanding customer.

Three of the most challenging elements of working at a call center are handling angry customers and the resolution of their issues, keeping high-performance metrics while under stress, as well as dealing with the monotonous and monotonous nature of the work.


The advantages of having an in-house call center are more control over interactions with customers and the possibility of aligning the center with the values of the company and culture, as well as direct access to feedback from customers to improve the quality of products or services.


In-house BPO or Business Process Outsourcing is the practice of creating an inside department or office to manage certain business processes or tasks which are usually outsourced to third-party service suppliers.

An in-house business is a business or organization which manages all its operations and functions in-house, not outsourcing, or depending upon external companies or services to perform key operations or procedures.

Outsourced call centers are an outsourced service offered by a third party company which handles customer support, inquiries and other interactions on behalf of an organization. This allows businesses to concentrate on their primary tasks while benefiting from specialized knowledge on customer care.

Request a Demo