In-House vs Outsourced
Building a call team, or hiring one that already works?
Hiring in-house means recruitment, training, sick cover, and management, before a single call is answered. Here's the honest trade-off, side by side.
Side by Side
The direct comparison
| Feature | In-House Team | Outsourced (1Point) |
|---|---|---|
| Coverage hours | Business hours only | 24/7/365 |
| Setup time | 4-8 weeks recruitment | 24-48 hours |
| Sick cover / holidays | Your problem | Included |
| Training costs | £2,000-£5,000 per hire | Included |
| Equipment / software | £3,000-£10,000 upfront | Included |
| Scalability | Hire more staff | Instant scaling |
| Quality monitoring | You manage it | Included |
| Multilingual support | Very expensive to hire for | 60+ languages |
| Contract commitment | Employment contract, notice period | Month-to-month, cancel anytime |
What It Actually Costs
Hiring in-house isn't just a salary
A single in-house agent covering business hours only still carries recruitment, training, cover, and management costs before they take one call.
Running it yourself
One agent, business hours only
- Salary (entry-level agent)£22,000-£28,000/yr
- Employer NI & pension£4,000+/yr
- Equipment & software£3,000
- Training£2,000
- Sick cover, holidays£3,000/yr
- Management time£5,000/yr
And that's before covering evenings, weekends, or a second hire when they're off sick.
24/7/365 coverage
Nights, weekends, bank holidays — no extra shift premiums to negotiate.
Fully trained agents
Onboarded on your business, scripts, and systems before day one.
Zero sick cover gaps
Someone is always on the desk. That is not your problem to solve.
60+ languages available
No separate hiring pipeline for multilingual coverage.
Quality monitoring built in
Call recording, scoring, and continuous coaching, all included.
No employment overhead
No NI, pension, recruitment fees, or notice periods to manage.
The real saving depends on your call volume.
We don't sell a fixed package because no two businesses take the same number of calls. Tell us your volume and hours, and we'll build a quote around it — not the other way round.
Get Your Custom QuoteFrequently Asked Questions
See the difference for yourself
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