What are the benefits of outsourcing a call center?

We are considering outsourcing our call center, but how should we choose the right service provider?

If you are considering outsourcing your contact center (call center), you may be wondering whether it is the right choice and how to select the most suitable service provider.

Contact center outsourcing refers to entrusting customer service operations to an external specialized provider.
In today’s environment, where high-quality customer support is essential, it is an effective approach that allows companies to deliver excellent service while minimizing internal resources and focusing on their core business.

CX Service Diagram

In this article, we will provide a detailed overview of the basics of contact center outsourcing.

What you will learn from this article:

What contact center outsourcing is
The advantages and disadvantages of outsourcing
When outsourcing is a good fit—and when it is not
How to choose the right service provider
Key points for successful outsourcing

By reading this article, you will gain a clear understanding of the benefits of outsourcing and when it is most suitable.
You will also learn how to choose the right service provider and key points for success, enabling you to take action with confidence.

Read on to learn how to optimize customer support and improve satisfaction for both customers and your business.

1．What is contact center (call center) outsourcing?

Before outsourcing, it is important to understand the basics. This section covers the following points.

・Definition of contact center outsourcing
・Scope of services covered by outsourcing
・Differences between outsourcing, in-house operations, and staffing agencies

1‐1．Outsourcing customer service operations to an external provider.

Contact center outsourcing refers to outsourcing customer service operations to an external specialized provider.

CX Service Diagram

Instead of managing phone calls and chats in-house, companies can rely on a specialized provider, allowing employees to focus on core business activities.

It also allows companies to outsource tasks such as handling customer inquiries and complaints, as well as setting up and operating the contact center itself.

CX Service Diagram

1‐2.Scope of operations covered by outsourcing

Standard contact center operations are generally categorized into inbound (incoming) and outbound (outgoing) services.

CX Service Diagram

In recent years, multi-channel support—such as chat and social media—can also be outsourced.
However, for certain services that require legal licenses or registration (e.g., debt collection or alcohol sales), outsourcing may not be permitted, so it is important to confirm this in advance.

1‐3.Differences between outsourcing, in-house operations, and the use of staffing agencies

There are three main ways to manage contact center operations:

・In-house operations: The contact center is managed internally
・Outsourcing: A specialized provider manages the contact center
・Staffing agencies: Staff are provided by an agency, while operations are managed in-house


Each approach differs in terms of resource requirements and operational burden.

CX Service Diagram

In-house and staffing models require upfront investment, with in-house operations involving the highest burden due to hiring and training.

Outsourcing eliminates the need for in-house setup and can be a cost-effective option.

Pricing models for contact center outsourcing
There are two main pricing models for outsourcing: a fixed monthly fee and a pay-as-you-go model.

Fixed monthly pricing
This model uses a fixed monthly fee, where companies pay a set amount based on factors such as the scope of services (e.g., number of operators and service hours) and required facilities.
While variable costs (such as communication fees) may be added, exceeding the contracted volume can result in additional call-over charges.

Usage-based pricing
This model charges based on the number of interactions handled. The monthly fee is calculated as “number of calls per month × cost per call.”
While the cost per interaction is generally higher than with a fixed monthly model, it is well suited for situations where it is difficult to predict call volume.

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