There are various reasons why a company would decide to outsource their call center, as the cost of office space, training, and workforce can add up.
This article from Customer Think details the costs you can expect with opening an in-house center, and the majority are related to employee expenses (hiring, benefits, productivity management, etc). With all of that investment, it can be disheartening to find that the attrition rate of onshore call centers is upwards of 30%. This burden alone pushes companies to outsource their service business, but why don’t you see that same problem repeated with your outsource partner? An advantage to outsourcing is the established call center culture that you’ll find in nearshore locations.