Business Intelligence

Cost Comparison Of Insourcing Vs Outsourcing Contact Center Operations

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Executive Summary

The recession has pressured many credit unions to reduce operational expenses and discard many capital-intensive projects. Even before the "Great Recession," credit unions were increasingly looking to outsource many aspects of their operations because it meant that they did not have to invest in or maintain costly internal resources. Credit union executives from CFOs to Board Members to Call Center Supervisors must realistically consider the complete cost structure of running an in-house contact center operation.

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