What is the difference between a shared and dedicated contact centre environment?

Table of Contents

One must consider a number of factors when deciding whether a dedicated or shared support call centre model will better suit the needs of your organisation’s outsourced customer support services.

Let us share the key differences with you:

Shared Model #

A shared support model is a help desk support service that handles calls for your company as well as other companies. The shared model most benefits a business whose call volume is lower or less predictable, as well as businesses that experience seasonality in regards to their call patterns.

Dedicated Model #

A dedicated support model or a dedicated contact centre, as the name implies, is a help desk provider dedicated solely to your business. This model is recommended when your company has higher call volumes due to outsourced customer support services, such as helpdesk, healthcare member services, order processing, etc

Powered by BetterDocs