Cost Analysis: Insourcing, Offshoring, or Outsourcing?

Cheaper, UK-based customer care.

Have you ever compared the cost of running an in-house team against an outsourced customer care provider? And what about offshoring; isn’t that supposed to be cheaper? Well, you might be surprised to find that outsourcing is actually your cheapest option. How? By improving the quality of your customer care operation. Don’t believe us? We’ve done all the calculations in this detailed cost analysis, based on the average running costs of our clients.

Save money with customer service outsourcing.

In a world of tighter budgets and multiple options, it can be difficult to know exactly where best to spend your money. In our cost analysis, we break down how much an insourced operation actually costs you and, more importantly, how much you’ll save by outsourcing.

It’s all about changing how you think about efficiency and productivity. Traditionally, calls per hour or first contact resolution rates, were observed in a silo. But, by looking at your operation holistically and calculating how much time it takes to solve each problem, you can begin to see the big picture.

Cost Comparison

How do we help?

At FM, we take that big picture and we use it to transform your customer care. We’re experts in our field; we know what your customers want and how they want it. We can boost your customer experience, efficiency, and productivity which all leads to cost savings.



Transformation looks different for every company, but we usually migrate around 55% of our client’s contact volume to more effective channels.



With our expert knowledge, we can boost your productivity by 35%. Doesn’t sound like a lot? That’s 4 extra contacts an hour, per advisor!



We are 100% more efficient than our average client. We resolve customer problems in just 1.1 messages.



We’ll roll all your costs, such as shrinkage, into one flat rate. This all results in a cost saving of 215% (400% if you’re moving from offshoring!).

Want to read the full analysis? Download it for free now:

Download Study

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