Contact Center Outsourcing

What is Contact Center Outsourcing?

The process of recruiting resources for a contact center outside of its organization to fill a task.

Outsourcing can bring many benefits to companies, including: cost savings, access to a broader labor pool, increased efficiencies, and streamlined processes. Working with a contact center outsourcing partner, in particular, lets brands tap into additional expertise, people, and technology that they don't possess in-house.

There are various kinds of outsourcing, including nearshoring (when work is outsourced to a neighboring country), onshoring (when work is outsourced within the same country), and offshoring (when work is outsourced to country that is not a neighbor).