{"id":20877,"date":"2025-07-23T14:39:02","date_gmt":"2025-07-23T07:39:02","guid":{"rendered":"https:\/\/bell24vietnam.vn\/?p=20877"},"modified":"2025-07-23T17:05:48","modified_gmt":"2025-07-23T10:05:48","slug":"compare-the-costs-of-outsourcing-contact-center-and-consulting-services","status":"publish","type":"post","link":"https:\/\/bell24vietnam.vn\/en\/knowledge\/compare-the-costs-of-outsourcing-contact-center-and-consulting-services\/","title":{"rendered":"Comparing the costs of outsourcing a Contact Center and operating it in-house: Which option is right for your business?"},"content":{"rendered":"
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In today's digital age, the contact center has become a key factor in determining the success of any business. Choosing between outsourced contact center<\/a><\/span> Whether to operate internally is an important decision that directly affects the budget and business efficiency. Let's analyze the costs and benefits of each model in detail to make the most informed decision.<\/p>\n

\"Compare<\/p>\n

Overview of two Contact Center operating models<\/h2>\n

Outsourced Contact Center<\/h3>\n

This is a business model where a company hires a professional firm to operate all or part of its contact center. The provider will handle recruitment, employee training, technology infrastructure provision, and day-to-day operations management.<\/p>\n

In-house Contact Center<\/h3>\n

This model requires businesses to build and manage the entire system using internal resources, from personnel and technology to operational processes.<\/p>\n

Comparison table of operating cost items<\/h2>\n\n\n\n\n\t\n\n\t\n\t\n\t\n\t\n\t\n\t\n\t\n\t\n\t\n\t
Criteria<\/th>Outsourcing<\/th>Self-operated<\/th>\n<\/tr>\n<\/thead>\n
1. Initial investment costs (CAPEX)<\/td>Almost unnecessary (outsourced units already have the infrastructure in place)<\/td>High: investment in IT infrastructure, equipment, furniture, networks, software, office rental<\/td>\n<\/tr>\n
2. Personnel expenses (salaries, social insurance, training)<\/td>Included in the service fee (calculated based on FTE or work performance)<\/td>Recruiting, training, and managing personnel: time-consuming and costly (average of 8-15 million VND per person per month)<\/td>\n<\/tr>\n
3. Monthly operating expenses (OPEX)\t<\/td>Depending on the service package: approximately 8\u201320 million VND\/FTE\/month depending on the business, duration, and requirements.\t<\/td>Includes: salary, electricity, water, internet, software, system operation (usually 15\u201325% higher than outsourcing)
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4. Technology costs (CRM, Call Center System, AI, Cloud, etc.)\t<\/td>The provider is available, often with free basic integration.\t<\/td>Must invest independently or rent SaaS<\/td>\n<\/tr>\n
5. Management and quality assurance costs (QA, Team leader)\t<\/td>Included in the service (internal QA system already in place)\t<\/td>Need to hire additional management personnel, incurring an additional 10\u201320% in personnel costs.
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6. Recruitment, initial training, and rotation costs\t<\/td>Included<\/td>Do it yourself, costly and time-consuming<\/td>\n<\/tr>\n
7. Scaling costs (up\/down)\t<\/td>Flexible, easily scalable\t<\/td>Rigid, difficult to change quickly, reducing scale would waste infrastructure
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8. Risk costs (business interruption, unexpected staff absences)\t<\/td>The outsourced unit ensures continuous service maintenance.\t<\/td>High risk, if personnel resign\/suddenly leave, it will affect the SLA
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9. Opportunity cost (focus on core business)\t<\/td>Low \u2013 businesses focused on their core products\t<\/td>Cao \u2013 a business that allocates resources for customer service operations
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10. Total Cost of Ownership (TCO)\t<\/td>Lower than 15 \u2013 30% if there is no high demand for personalization\t<\/td>Higher due to hidden costs and ongoing operational expenses
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Outsourced Contact Center Cost Analysis<\/h2>\n

Low initial costs<\/h3>\n

One of the biggest advantages of outsourcing a contact center is the low start-up cost. Businesses do not need to make large investments in technology infrastructure, equipment, or office space. Instead, costs are spread out over the duration of service use, making it easier for businesses to control their budgets.<\/p>\n

Flexible cost model<\/h3>\n

Contact center service providers often apply many flexible billing models such as:<\/p>\n