Outsourcing to Save Call-Center Costs

Clearly, you need to look at the potential savings of offshore outsourcing. How should you approach doing this type of study? Here are some points to consider.

1. Know your internal costs. In order to compare your internal costs to outsourcing, you need to identify your fully loaded internal costs. “Fully loaded” includes direct and indirect labor, occupancy, and telecommunication costs. This needs to be converted to a cost-per-minute basis, which is how outsourcing will generally be proposed and invoiced. You may say that you can’t control occupancy costs, however, there may be other uses for that space if the call center is outsourced.