Should you outsource, or create an in-house telesales and telemarketing team?
by Andy Connell

19th April 2018

In the past, telesales and telemarketing services were overlooked upon with many companies unaware of the distinct benefits that can be earned from each service. Recently, it has emerged that both services are in fact a viable and effective technique used for B2B or B2C lead generation and converting leads into sales. The only way to bring dramatic results is for both telemarketing and telesales to work strategically as a joint team, ensuring both services are serving the same goal.

This leaves you with a critical decision you need to make – “Should we outsource, or create an in-house telesales and telemarketing team?”

There is no right or wrong on this as it depends on circumstances, such as costs and budgets or short-term and long-term objectives for the campaign. To help you with this decision, below are a few differential benefits of outsourcing in comparison to having your own in-house teams.

Benefits of In-House:

  • One of the biggest advantages of setting up internal teams is that you will have full control and autonomy when making all of the necessary decisions. You will be able to monitor the performance of campaigns from the start to the end.
  • Your teams will be within easy reach from you, perhaps they will be in the same building instead of possibly being in another town or even country. This will make management easier and much more direct.
  • Having it all in-house enables you to implement big changes to your campaign as immediately as you need it. You are able to supervise your employees in real-time and be around to give instant feedback for any issues that may arise.
  • By recruiting a team yourself you can ensure that each employee are fully compliant with the rules and regulations set by governing bodies.
  • An in-house team may increase trust between your business and customers as they know they are talking to actual employees with a genuine passion for your business.

For the above reasons hiring internally can be seen more advantageous. However, before you make the final decision it is equally important to examine the benefits of outsourcing your telesales and telemarketing services to another company, such as CLCA Call Direct.


Benefits of Outsourcing:

  • A major advantage you would be seeking to achieve from a telesales and telemarketing campaign is cost-efficiency. By outsourcing these services, you can maximise profits by generating well-qualified leads while cutting down on costs on areas such recruitment, in-house training, floor space, telephone bills and more.
  • You have the opportunity to spend precious time and effort on areas of the business that need attention, for example attending appointments or building relationships with future clients.
  • Successful telemarketing and telesales is an acquired skill – it will take time for your in-house team to perfect their marketing approach. By outsourcing these services, you will have dedicated teams who have extensive experience across all industries and have an effective lead generation approach already in place that will be tailored to your requirements.
  • Another time-consuming process is training your in-house teams. By outsourcing, you are hiring a ready-trained team that can immediately get started. At CLCA Call Direct, we give our agents initial training and ongoing training and development.


CLCA Call Direct ensures that our clients achieve the aforementioned benefits you would get from in-house, alongside the advantages of outsourcing.

– Our clients can still gain full control and autonomy over these services with daily reports on Key Performance Indicators (KPIs) and 24/7 contact available to them.

– You are able to implement changes to your sales script, fine tune it or adjust an aspect of your team’s performance with the assistance of our Agents in supervisory roles.

– We uphold a rigorous application process ensuring that all our call Agents have experience and meet full compliance requirements.

– We promise to work closely with our clients and invest the time to understand their business goals, processes and aspirations.  Once we fully understand your requirements, our Agents can work towards building trust with prospective clients and customers.


Get in touch with us today if you think you need your own outsourced telemarketing and telesales team. | | +44 (0)333 600 5005