Revenue/Cost Ratio
I am referring to centers with fewer than 25–50 positions. Not only in cases where this activity is highly secondary to the core business, but also when, even if it is a core business activity, outsourcing to a specialist may deliver better results, fewer headaches, and lower costs.
Specialization
Today, a Call Center requires a high level of specialization — not only in the technological aspect, which can now also be outsourced through cloud-based SaaS (Software as a Service) solutions — but also in having qualified professionals capable of optimizing campaigns, time management, results, and costs.
Economies of Scale
Of course, it is possible to purchase or rent technology and hire the best professionals. However, contact centers — although less so than ten years ago — still operate largely under economies of scale.
Workforce Planning (Sizing)
The best example is staffing or workforce planning. It requires prior analysis, elimination of anomalies, forecasting, and shift adjustments — tasks that are neither easy nor obvious for non-specialists. This often leads to two equally negative and frequent scenarios: either the center is understaffed, resulting in unacceptable service levels, or it overcompensates by hiring far more staff than necessary.
