When should you outsource training?

[fa icon="calendar"] July 17, 2019 / Ashley Kalcic

Does your contact center do all of its training internally? Have you considered outsourcing some of it, but you're not sure if you should? Do your options seem overwhelming and you’re not sure where to start? Worried about cost?

There may seem to be many factors to consider when deciding to outsource your training, but generally they all boil down to cost, quality, and capacity.


This is the factor that often times comes up first, because who isn’t trying to cut costs? We all know training is a necessity, so we can’t cut it out completely, but we aim to do it as cost effectively as possible. So, what’s more affordable, in house training or outsourced? As much as I’d love to give a black or white answer, it depends. Evaluating your options doesn’t have to be overly complicated though.

First, calculate how much it would cost you to deliver the training internally. Note, this assuming you have the capacity internally to deliver the training at the quality you desire, but will get to those two factors next. To calculate this cost you’ll want to consider both the cost to develop the training and the cost to deliver the training (hours to create + deliver x the salary or hourly wage of the trainer). Tip: make sure to consider whether the delivery of the training is ongoing or if it only needs to be delivered once.

Then, compare that cost with your outsourced options. Which, by the way, can vary greatly!


Before you even get to considering cost however, you’ll have to consider quality. If you don’t have anyone on staff (and aren’t planning to hire anyone) with the knowledge to be able to develop or deliver the training you should definitely outsource it. Depending on the training need you may easily be able to cover it internally and at a high quality or you simply just won’t be able to.

For example, if you need to train a new agent on how to submit for time off requests, you probably have plenty of experts in-house to facilitate this. On the other hand, if you need to train a new WFM analyst on long term capacity planning, you may not have someone already knowledgeable in this. In that case, it would be well worthwhile to hire outsource this to someone who is an expert in the area.


So, let’s say you have the know-how internally. You should also consider the capacity of your team. If your resident subject matter expert isn’t a designated trainer, they may not have the time to create and deliver quality training to others in your organization. You may not even have the demand to employ a trainer on your staff, and that’s ok. After all, training is a necessity, but it isn’t your core business.

If you do have a designated trainer or training department, that’s great! You still may want to consider outsourcing you're training from a capacity perspective if it will be a training that is complex to create or delivered numerous times throughout the year. If the training is overly simple and delivered at a high frequency, it may make sense to outsource so that your training department has time to focus on other efforts. On the other end of the spectrum, if the training is highly specialized and cumbersome to create, it may also make sense to outsource so that you aren’t tying up too much of your resources into one particular training initiative.


Well, there you have it. Cost, quality, and complexity, although not in that order. While cost always manages to make it’s way to the top of the list, it logically makes more sense to start with quality (do we have someone with the knowledge to deliver this internally?), then capacity (do they have the time to do it?) and then cost, (is it worth their time?).

If you’re now thinking, “wow, we need to start outsourcing some of our training”, you’re in the right place! At The Call Center School, training is our core business. We live it, we breathe it - all day, everyday. Whether it’s soft skills to handle angry callers, or hard skills of applying statistical analysis to predict call volumes; we love creating interactive e-learning courses that are fun to take, are easy to understand and teach skills that can be applied on-the-job right away. Our price points are something to get excited about too.

To learn more about our scalable, on-demand, high-quality curriculum, created by industry experts and elearning professionals, visit our training library. With over 30,000 certified graduates of The Call Center School, we’ve helped thousands of contact centers around the globe, you can read what our customers are saying about us here.  


Topics: Blended Learning, E-learning

Ashley Kalcic

Written by Ashley Kalcic

Ashley Kalcic is dedicated to global success of The Call Center School, focusing client acquisition, retention, and market presence. With a foundation in contact center workforce management, she has a strong basis for contact center training and development. Ashley has worked on addressing the training needs and initiatives of hundreds of clients from small contact center organizations to large fortune 500 companies. With a B.A. in psychology from Northern Illinois University with a focus on Industrial Organizational and Cognitive processes, Ashley Kalcic has a firm understanding of what helps motivate, retain and satisfy individuals in the workplace. With that knowledge, she promotes ongoing training and development at all levels of the contact center, from frontline staff to contact center supervisors, workforce managers, and quality assurance specialists.