Outsourcing vs Hiring More Agents In House: A System Level Comparison
Key Takeaways Article at a Glance Most operations leaders under cost pressure reach for the same lever: hire more agents. For SMBs running 10 to 100 CX or HelpDesk seats, that instinct often creates a more expensive version of the same problem instead of solving it. Costs climb, QA remains sample based, and leaders still […]