The business case for using insourced teams in contact centres

Managing persistent staffing challenges is an everyday reality for contact centre leaders

Fluctuating call volume – perhaps over a weekend or the end of the month

Temporary spikes in demand, e.g. from new products, regulations or just seasonal

Temporary spikes in demand, e.g. from new products, regulations or just seasonal

SLA impact of using insourced teams

Insourced teams can help contact centres optimise scheduling, but many leaders worry about poor quality and SLA performance. With the right partner who is willing to be accountable for outcomes, insourced teams can improve contact centre performance. Here’s how:

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Regularly outperforming in-house teams in areas such as recruitment speed and efficiency, call efficiency, and hygiene factors such as absenteeism and schedule adherence

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Helping you fill your schedules, ensuring KPIs like average waiting time and call abandonment stay low at busy periods and during unsocial hours

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Providing competition and benchmarking to internal teams across all metrics

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