Today, businesses strive to reduce costs, speed up service, and retain customers. However, the primary challenge is that customer support demands constant attention, training, and resources.
That's why an increasing number of companies are choosing to outsource their operators: they entrust incoming calls, chats, requests, and customer processing to a professional external team.

Question: Is it truly more cost-effective than hiring an in-house operator?
Answer: Yes, and in many cases, the difference is significant.

The True Cost of an In-House Operator

Most entrepreneurs believe: “If we use our own operator, it will be cheaper.”

But the hidden costs look like this:

What the company pays for:

• salary (200–300 thousand ₸)
• taxes and deductions
• workplace (equipment, furniture)
• training and adaptation
• sick leave, vacations
• turnover (a new employee every 2–3 months)
• quality control
• manager/supervisor

And most importantly: one operator cannot work 24/7.

To cover shifts, you need at least 2–3 operators, even if the volume is small.

As a result, “one operator” costs the business as much as 3 employees, and still works slowly.


When outsourcing is most profitable

1) Low call or chat volume
If there are few inquiries → the operator is idle.
Outsourcing allows you to pay only for the number of hours you need.

2) Need work in the evenings, at night, and on weekends
Full-time employees rarely agree to such a schedule.
Outsourced teams are available 24/7.

3) No time to train operators
The outsourcing company has already:
trained the staff
established standards
prepared scripts
set up CRM
Everyone is ready to work from day one.

4) Business growth
Today 1 operator → tomorrow 6 → then back to 2.
It is almost impossible to organize this in-house.
With outsourcing, scaling can be achieved within 1–2 days.

5) High turnover
This is normal in call centers.
Outsourcing completely eliminates this problem — the team is always fully staffed.

Savings: how much can you save?

• Companies that have switched to outsourcing save:
• 40–60% of their personnel budget
• up to 70% on training and HR
• completely eliminate workplace expenses

The outsourcing company takes care of everything:

✔ training
✔ operator replacement
✔ quality control
✔ reports
✔ supervisors
✔ schedules
✔ KPI

Business gets results—without the cost of “the process.”
Advantages of outsourcing operators
▶ Quick start-up
You can start working in 1–3 days.

▶ Higher quality
Supervisors, control, analytics, standards.

▶ Flexibility
You can hire 1/4 of an operator, 1/2 of an operator, or an entire team.

▶ Security
All conversations are recorded, CRM is configured, reports are transparent.

▶ High processing speed
Operators work as a team and distribute the workload.


Outsourcing operators becomes profitable when a business:
does not want to overpay
is tired of staff turnover
wants to improve service
wants to pay for results, not people
strives to grow, but without unnecessary expenses.

It's not just “more convenient.”
It's more efficient, more stable, and much cheaper.