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Call Center Function

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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