There are a few factors to consider when deciding whether or not to outsource your insurance call center. One of these is budget. Possibly the biggest reason that most insurance brokerages and firms choose call center outsourcing or go through a BPO (business process outsourcing) call center is to save money. When you outsource, you can often get access to a lower-cost workforce, as well as lower costs for things like infrastructure and technology.
Outsourcing your call center can also give you more flexibility in terms of scaling up or down as needed. If you have a busy season, for example, you can easily ramp up your call volume by outsourcing. Alternatively, you might be exploring a new market and need some bilingual call center agents to do a trial run first.
If you’re finding that your in-house team is stretched and needs to focus on your core business, you might also decide to outsource your call center services to free up their time and energy that you can then reinvest in your core business. This allows you to focus on what you do best and leave the day-to-day operation of your call center to someone else.
On the flip side, some industries might also find it more difficult to outsource their contact center operations. Healthcare might come with a lot of regulatory technicalities and specific requirements that would be harder to outsource, whereas auto insurance sales might be easier.