CustomerServ Blog Insourcing vs. Outsourcing Call Centers: Debunking Common Misperceptions

The call center is one of the initial points of contact between a brand and its customers. As such, it plays a pivotal role in shaping the customer experience (CX) strategy. Internal call centers, operated by a brand’s employees, offer a sense of control over the CX ecosystem. However, in-house operations are resource intensive and require a substantial investment.