In-house Call Center

An in-house call center is one where the work done is performed for the company itself—that is, internally—and is generally secondary to the main function of the company and the products or services they produce.

An in-house call center is a department or division of a company, that provides call center services for that company; they do not do work for other companies. The chief advantage of having an in-house call center is that direct control can be given to the call center, the agents, and what say and do.

An in-house call center can be either a cost-center or a profit-center. Cost-centers do not generate enough revenue to cover their expenses and need to be subsidized by the company. Even though a call center may not generate direct revenue, most have a significant impact on the business that far outweighs their cost. These benefits include contribution to customer retention, market research and feedback and numerous other benefits.

A call center that is a profit-center generates sales or business activity that more than covers its own operating expenses. Call centers that handle catalog sales, reservations or telesales are usually viewed as profit centers.