In-house vs. outsourced call center for COD: cost per order and control
Guilherme Rocha · 2026-10-07
Cost per confirmation
Cost per confirmation is one of the main factors to consider when deciding between an in-house and an outsourced call center. On average, the cost per confirmation at an outsourced call center can range from R$ 2,00 to R$ 5,00, depending on the company and the complexity of the support. In-house call center costs can be higher, considering salaries, benefits, and infrastructure. It’s crucial to calculate the total cost per order, including conversion and abandonment rates, to understand the financial viability of each option.
Native language
Having a call center that speaks your customers’ native language can directly impact your conversion rate. If you’re operating in a market where Portuguese is the primary language, it’s preferable to have fluent agents to avoid misunderstandings and build customer trust. An outsourced call center may not guarantee this level of fluency, while an in-house team can be trained to follow the nuances of local communication.
Scripts and training
The effectiveness of customer support is directly tied to the quality of the scripts and agent training. An in-house call center can customize scripts based on your product and target audience, creating an approach that’s more aligned with your brand. On the other hand, an outsourced call center may offer standardized scripts that don’t capture the essence of your business. Ongoing training for your in-house team is essential to make sure they’re always aligned with customer support best practices.
Hours
Support hours are crucial for maximizing order confirmations. An outsourced call center may offer extended hours, including 24/7 support, which can be an advantage if you have a steady flow of orders. However, an in-house call center may have limited hours, which can affect the customer experience. Evaluate your audience’s behavior: if most orders come in at night or during specific hours, that could influence your decision.
When to bring it in-house
Bringing your call center in-house should be considered when your order volume justifies the investment. If you’re handling more than 500 confirmations a day, it may be time to consider building an in-house team. Other factors to consider are customer retention rate and support complexity. If customers often need technical support or detailed information, an in-house team can provide more personalized and efficient service.
In short, choosing between an in-house and outsourced call center requires carefully weighing costs, service quality, and customer needs. Evaluate what matters most for your business and run tests to validate your strategy.
What’s your current average cost per confirmation at your call center?