Inbound call centers are a crucial part of many customer-facing businesses, but attempting to establish one in-house is often not a practical or even attainable arrangement. Running a business of any size requires expertise in the business’s main industry, as well as a firm grasp of the products and services the business offers. But even though customer service is part of what you provide, that might not be your company’s core competency.

Because of their many challenges, in-house call centers can ultimately hinder a business. Businesses with in-house teams suddenly have to worry about staffing, hiring, and infrastructure. Scaling these teams for seasonal demand or long-term growth becomes an important consideration. Consistency of customer experience will be a continual topic of conversation. And underneath it all, there’s the gnawing feeling that the busy work of an in-house call center is distracting from the valuable work that you excel at, pulling your time, effort, and money away from your end goals.