Outsourcing vs In-house Customer Service
Enhance your in-house customer service with outsourced support
Global Reach outsourced agents can work alongside existing customer service teams. Scale your ability to support customers without losing quality.
Outsource to experienced UK-based agents with skills that align with your business.
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Trusted by customers across a wide range of industries
Relying on just your in-house teams can be costly & difficult to scale
Customers demand only the best. Your product provides that. But your customer service — the face of your business when customers have questions — needs to provide that too. Aligning the right agents to your business is crucial. Speaking to the right person with the right information at the right time can be the difference.
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Meet changes in demand & keep your budget in check
Traditional contact centre
In-house (only)
- Static resource
- Customers left hanging at peak times
- Level of service fluctuates with demand
- Missed opportunities
- Wasted budget
- Brand image suffers
Global Reach
Global Reach (outsourcing)
- Flexible on-demand resource
- Lower average handling times
- Overall better level of service
- More satisfied customers
- You only pay for the resource you use
- Stronger brand
Save 15% in costs when you outsource with us
See how our costs compare to hiring in-house:
(Avg Agent Per Month)
- Total
- Recruitment
- Salary
- Payroll taxes & pensions
- Office space
- Hardware & software
- Management
- Holiday cover & absenteeism
(Per Month)
- £3,557
- £125
- £2000
- £215
- £400
- £167
- £350
- £300
(Outsourcing costs)
- £3,060
- Included
- Included
- Included
- £0 (Remote Agents)
- Included
- Included
- £0 (flexible agent resource)
Why choose Global Reach
On-demand scalability
Get on-demand flexibility. Scale your CS function up when you’re busy, and back when you’re not.
Pay for what you use
No fixed-term contracts gives you more control over your budget. Never pay for spare capacity again.
Best-fit agents
Access a wider talent pool of experienced UK-based agents. Plus, WFH flexibility means lower overheads for us and lower rates for you.
Rapid deployment
Have agents trained, set up and serving your customers in as little as 48 hours. Always meet demand.
Outsourcing with Global Reach comparison |
In-house |
Global Reach |
| Scale agent resource up and down to always match variable demand | ||
| Only pay for the agent resource you use (no fixed term contracts) | ||
| Always ensure fast response times | ||
| Access well-educated, industry-specific agents from across the UK | ||
| Deploy experienced agents in as little as 48 hours | ||
| 24/7/365 multi-channel support from remote agents (no office overheads) | ||
| Strategic insights from a seasoned customer support partner |
Move at a pace that suits you
Kick-Off
Kick-Off Join us on a call and we’ll work with you to establish your: ideal agent profile, hours, channels, tools, support type, reporting, KPIs and SLAs. Then, we’ll go away and recruit a bespoke team of agents.
Go Live
First, agents are trained and set up with what they need. Once live, you can monitor performance and scale resources up or down.
QA
QA Ongoing QA is carried out by our team leaders, whilst our analysts keep them updated with real-time data.
