OVERVIEW
● This blog describes how shared call centers enable organizations to scale inbound customer service affordably while delivering on today’s speed, flexibility, and omnichannel expectations—whatsapp included.
● It describes why it’s expensive and risky to scale in-house support teams and how shared customer service firms provide on-demand flexible resources, skilled agents, and integrated technology to manage increased call volumes, seasonal spikes, and channel mix.
● With real-life illustrations, the blog demonstrates how shared call center services enable brands to enhance customer satisfaction, lower costs, and quickly respond to evolving demands—making them crucial for growth and adaptability in today’s market.
Introduction
Think about the last time you dialed a company’s customer support number. You probably weren’t alone in holding. Thousands of customers like you are calling in every minute—whether to follow up on an order, reset a password, honor a warranty, or just ask a question.
Today, companies are under constant stress: consumers demand 24/7 support, quicker fixes, and channel consistency (phone, chat, WhatsApp). The catch? Growing and maintaining large in-house teams is like building a skyscraper without a blueprint—expensive, dangerous, and likely to develop cracks.
That’s where the Shared Services Center is stepping in. Rather than employing and training scores of agents, brands are reaching out to expert customer service companies that bring resources together from various businesses. Not only is this cost-saving—it delivers professional inbound customer service, agile scaling, and expertise built right in.
Here’s the honest truth: shared support is no longer a “BPO back-office” task. It’s a growth tactic.
Why Scaling Support Internally Fails?
● Rising costs: Salaries, training, infrastructure, and technology stack grow more quickly than revenue.
● Unpredictable demand: Seasonal spikes (festivals, promotions, product launches) overwhelm internal teams.
● Talent churn: Call center turnover rates as high as 30–45% per year (CCW Digital).
● Channel overload: WhatsApp, chatbots, emails, and inbound calls require diverse skill sets.
82% of customers expect customer service problems to be addressed promptly and efficiently (Zendesk). Handling that expectation in-house is becoming less and less realistic.
The Shared Call Center Advantage
Shared call centers are based on a model of resource-pooling, in which skilled agents work for multiple companies across industries.
Key Benefits:
● Cost Optimization: Pay only for usage, not idle hours. Businesses save up to 40% compared to in-house teams (Deloitte).
● Flexibility: Scale up or down without hiring/firing cycles.
● Expertise-on-demand: Access trained professionals across inbound calls, WhatsApp support, and omnichannel platforms.
● Faster Onboarding: Shared call center services get businesses live in weeks, not months.
Also Read: How IVR Trees Improve Call Center Routing
In-House vs. Shared Call Center
WhatsApp Support: The Silent Growth Engine
WhatsApp is becoming the default customer service channel across many markets. Customers would rather send a quick message than sit on hold for an inbound call.
Shared call centers with integrated WhatsApp Support provide:
● 24/7 conversational support without headcount addition
● Automation + human blend (FAQs handled by chatbots, escalations handled by agents)
● Omnichannel continuity (transition from WhatsApp to call effortlessly)
70% of WhatsApp users prefer customer service via WhatsApp over phone/email (Meta Business)
How Businesses Scale with Shared Models?
Example 1: E-commerce Brand
● Challenge: Festival season saw inbound calls increase 3x.
● Shared Model Solution: Recruited 50+ shared agents within 10 days.
● Outcome: 98% calls answered, CSAT increased by 25%.
Example 2: Fitness & Wellness Startup
● Challenge: Couldn’t hire a full team for WhatsApp and inbound customer support.
● Shared Model Solution: Plugged into a shared call center service.
● Outcome: Cut support costs by 45%, while providing 24/7 WhatsApp support.
Example 3: ISP Company
● Challenge: High call abandonment due to outages.
● Shared Model Solution: Real-time call overflow management.
● Outcome: Call waiting times decreased by 60%, churn decreased by 12%.
Expert Take: Shared is the Future of Scaling CX
Legacy customer service businesses are transforming into shared intelligence centers. They no longer take calls; they provide insights into customer behavior, product problems, and sales conversion prospects.
Inbound Calls and WhatsApp support must be viewed as business intelligence streams, not cost centers. Shared call centers enable this change to reach across all businesses.
Thoughts to Ponder
● Is your existing Inbound Customer Support designed for scaling—or merely firefighting?
● Are you making a bet on WhatsApp support as a foundational CX channel?
● Would shared call center services set your team free to innovate, not operate?
Wrap Up
It’s not a matter of adding more bodies to the issue. Scaling customer support is a matter of discovering smarter, more flexible models that can keep pace with unpredictable demand, shifting customer expectations, and cost realities.
Shared call centers combine the best of cost-effectiveness, expertise, and omnichannel technology—to make them the perfect companion for today’s businesses to grow without exhausting their teams or budgets.
Remember This: By 2026, 75% of customer service firms will implement shared or hybrid models to cope with demand (Gartner).
Key Takeaways
● Customer service demand is on the increase, but expanding in-house comes with a price tag and risk.
● Shared call centers offer elastic capacity, expertise, and omnichannel support.
● WhatsApp support has become a requirement channel in every call center service suite.
● Actual brands are saving 30–45% of costs while enhancing CSAT and lowering churn.
● Shared models make Inbound Customer Service a strategic growth driver from a reactive cost center.
Conclusion
The days of looking at call centers as a “necessary evil” are long gone. Now, shared call centers are growth drivers, providing businesses the flexibility to scale inbound calls, WhatsApp support, and customer service with minimal hassle.
Scaling support teams using shared call centers is not simply about taking more calls—it’s about creating smarter, more robust CX ecosystems.
We redefine scaling support with our shared CX engine at DialDesk. From customer service through inbound to WhatsApp support, we offer affordable, agile, and data-driven call center solutions that scale with your business.
Want to scale without blowing the budget?
Talk to DialDesk today and turn customer support into your next growth advantage.