Flexibility And Scalability
Call volumes rise and fall, so an in-house call or contact center is at the mercy of periods of low volumes, when agents are idle. Contact centers, such as AnswerFirst benefit from multiple clients, which helps reduce the severity of call volume peaks and valleys.
Agents can work more efficiently, and managers can schedule staff more effectively, helping reduce costs-per-call. Also, outsourced customer service centers have the size and staff to ramp up quickly if call volumes spike due to seasonal activity or major marketing campaigns.