OVERVIEW
● As businesses scale, one challenge remains consistent: reducing operational costs without compromising on customer experience.
● This blog dives deep into what shared call centers are and how they work in comparison to traditional models.
● Highlight shared call centers =role in cost-saving and efficiency.
● If you’re seeking to reduce overhead, improve service delivery, or scale faster—this blog has the answers.
Introduction
You don’t have to spend a million dollars on a CX budget to provide million-dollar service anymore.
Whether you’re an emerging D2C brand growing rapidly, a regional service company, or an early-stage business, handling a dedicated call center internally is like attempting to assemble a plane while in mid-air. You’ve got hiring issues, infrastructure requirements, unpredictable call volumes, tech expenses—and that’s not even counting training the team.
Enter Shared Call Center — a potent extension of Inbound & Call Center Services that’s enabling companies to slice operations costs by as much as 60% while actually enhancing customer satisfaction.
Here, we dive into how this model works, why it’s important in 2025, and what smart companies are doing to grow with less.
What is a Shared Call Center?
A Shared Call Center is an arrangement where agents are trained to interact with customers for multiple businesses at once. In contrast to dedicated agents who serve just one brand, shared agents employ scripts, CRMs, and AI tools to transition between brands while delivering quality and context.
Shared = Efficiency
Dedicated = Exclusivity
How Shared Call Centers Help Cut Costs?
1. Reduced Hiring & Training Costs
You don’t have to hire and train a team anymore. Shared agents are pre-trained, supervised, and maintained by the BPO provider. That includes:
● No recruiter wages
● No onboarding cycles
● No attrition-driven disorder
Stat: The cost of recruiting and training a single in-house agent = $6,500. (Source: SHRM Talent Acquisition Benchmark Report 2024)
2. No Infrastructure Investment
Leave aside investing in office space, headsets, dialers, servers, or software licenses. Shared call centers operate on cloud-based systems with integrated communication tools.
Stat: On-premise call center infrastructure costs over $200,000/year for a staff of 20. (Source: TechRepublic 2024 Call Center Cost Breakdown)
3. Optimized Agent Utilization
In-house staff often sit idle in off-peak periods. Shared models guarantee maximum agent utilization across brands and time zones, so you pay only for what you utilize.
4. AI & Automation at No Extra Cost
Shared Services Center now has:
● AI-driven ticket tagging
● WhatsApp-based support
● Smart IVRs
● CRM auto-updates
without billing you the premium installation fees.
5. Built-in Analytics and Reporting
You have access to performance dashboards, call summaries, feedback loops, and CX scores—without having to purchase third-party software or employ analysts.
Use Case: How a Regional FMCG Brand Saved 50% in Support Costs
A mid-sized FMCG brand in India outsourced its inbound and call center services to a shared model with DialDesk.
Here’s what happened in 90 days:
● Support cost per call reduced by 52%
● First-call resolution improved by 41%
● Agent idle time dropped by 63%
● Customer satisfaction scores (CSAT) rose by 22%
And they didn’t have to hire a single agent in-house.
Real-Time Stats That Matter
● 42% of SMBs report that they’ve enhanced operational effectiveness by outsourcing CX functions to shared service models. (Source: Deloitte Global Outsourcing Study 2024)
● Firms moving from dedicated to shared BPO models save between 30-60% within the first year. (Source: Everest Group Outsourcing Performance Report 2025)
● Shared call centers reduce average response times by 28% with pooled resources and 24×7 shifts. (Source: Forrester CX Trends 2025)
Expert POV: Should You Switch to Shared
“If your brand touches 100 to 5,000 interactions per month and you’re wasting resources on uptime maintenance, a shared model is a no-brainer. It provides reliability without rigidity.” — VP of Sales & Marketing, DialDesk
When does it not make sense?
● If your company needs ultra-specialized, 1:1 agent relationships
● Or you have super-regulated sectors with stringent data security needs (defense, government, etc.)
Otherwise, for retail, FMCG, e-comm, D2C, edtech, logistics, and health—shared call centers find the sweet spot between cost and care.
Thoughts to Ponder
● Are you paying too much for idle in-house CX agents?
● What if 24 7 Service didn’t have to cost 3 times as much?
● Would your support system be able to grow in a week if demand were to triple?
● Would you spend less if you only paid for actual use?
Shared call centers answer all of the above positively.
Wrap Up
Shared Call Centers aren’t a compromise—they’re a competitive edge.
In an era of lean budgets and high customer expectations, companies require flexible, streamlined, and insight-fueled solutions. Shared models meet all of these requirements:
● Lower costs
● Faster setup
● Scalable operations
● Data-backed decisions
They’re not the future of support—they’re the now.
Key Takeaways
● Shared call centers minimize the cost of operation through shared infrastructure, trained agents, and pay-as-you-use models.
● Perfect for SMBs, D2C, ecommerce, logistics, fintech, and regional brands.
● You have access to AI tools, real-time dashboards, and round-the-clock coverage without recruitment or setup hassles.
● Established cost savings of 30–60% per year.
● Simple to scale, flexible to manage, and designed for growth.
Conclusion
In 2025, companies that run lean without sacrificing CX will succeed. Shared Inbound & Call Center Services provide a sophisticated solution for scaling, load management, and cost savings—without sacrificing quality.
Whether you’re responding to questions, closing leads, or fixing issues—shared support enables you to do more, for less.
Looking to Cut Costs Without Cutting Corners?
Let’s Discuss!
At DialDesk, we support businesses of every size operate smoothly with AI-powered Shared Services Call Centers that reduce costs and increase revenue.
Schedule a free consultation or learn more about our Shared CX Starter Plan today.
Because extraordinary service shouldn’t have an extraordinary price tag.