Managing customer communication in-house may seem like a logical decision. However, the hidden costs and operational challenges often outweigh the benefits. Norango’s 24-hour outsourced call handling service offers a more efficient and cost-effective solution. Let’s explore why outsourcing makes sense.
The True Cost of Staffing
Hiring, training, and retaining skilled call handlers requires significant investment. A full-time UK-based agent can cost over £25,000 annually when factoring in salaries, holiday pay, pensions, and other benefits. Add recruitment, HR management, and potential legal issues, and the expenses quickly climb.
Norango eliminates these concerns by providing highly trained professionals without the liabilities. You pay only for the time spent assisting your customers, with no additional costs for sick leave, holidays, or HR administration.
Capital Expenses: Hidden and Ongoing
Setting up an in-house call center involves substantial capital outlay. Office space, telecommunication systems, and software licenses can exceed £50,000. Maintenance and upgrades add further ongoing expenses.
With Norango, there’s no need for infrastructure investments. We integrate seamlessly with your existing systems, allowing you to allocate funds to core business activities.
Scalability and Flexibility Without the Headaches
Customer demand can fluctuate, and scaling an in-house team is time-consuming and costly. Norango offers a flexible, pay-as-you-go service that scales effortlessly with your needs. Whether you face seasonal spikes or rapid growth, our team adjusts accordingly, ensuring exceptional customer service without staffing concerns.
Round-the-Clock Availability
Providing 24/7 support with an in-house team means increased labor costs and complex scheduling. Norango delivers continuous availability as standard, ensuring your customers always reach a knowledgeable and friendly agent, regardless of the time or day.
The Bottom Line
In-house call handling might seem appealing, but the hidden costs, time demands, and operational challenges often tell a different story. Norango’s outsourced service provides a cost-effective, scalable, and reliable alternative that supports your business growth without the complications.
Discover how Norango can transform your customer communication strategy while saving you time and money. Contact us today to learn more.
Line by line comparison
Feature |
Norango |
In-House Customer Contact Centre |
|---|---|---|
| Setup Costs | Minimal setup costs – no additional software licenses or infrastructure required | High setup costs for equipment, software, and office space |
| Training | Fully managed by Norango with experienced, ready-to-go agents | Ongoing costs and time investment to train and upskill staff |
| Employment Liabilities | No employment liabilities – no sick pay, holiday pay, maternity leave, or tribunal risks | Full liability for employment contracts, sick pay, holiday pay, and potential disputes |
| Capital Expenditure | Zero – Norango uses its own infrastructure and systems | Significant investment in IT equipment, software licenses, and office facilities |
| Flexibility & Scalability | Scales seamlessly with demand – only pay for the time spent with your clients | Limited flexibility; requires recruitment and training to handle peaks in demand |
| Disaster Recovery | 100% operational during the COVID lockdowns, with distributed, resilient infrastructure | High risk of disruption without robust contingency planning |
| Carbon Footprint | Lower footprint with a remote-first workforce, reducing commuting and office energy use | Higher emissions due to office operations and daily staff commutes |
| 24-Hour Service | 24/7/365 availability without staffing headaches | Expensive and logistically challenging to maintain round-the-clock coverage |
Cost per call calculator
Understanding your call center costs is essential for running an efficient, customer-friendly operation. One of the most important metrics to track is your ‘Cost Per Call’ (CPC) – a simple yet powerful indicator of your efficiency and service quality. Try our easy-to-use CPC calculator:
Enter your call volumes and handling times to see how many agents you need.
Add your hourly wage rates and accommodation costs like rent, utilities, and energy.
In just a few clicks, you’ll get a clear, accurate estimate of what it really costs to run your call centre – helping you make smarter, more cost-effective decisions.
Summary
In-house
Norango
Savings with Norango
All types of organizations use Norango
No matter your industry, customers expect fast, professional service. Missed calls and slow responses mean lost sales and frustrated clients. Norango ensures your business stays responsive with 24/7 call handling, live chat, and customer support tailored to your industry. Our expert team manages enquiries, schedules appointments, qualifies leads, and handles emergencies—seamlessly integrating with your systems. No hiring, no overhead, just flexible, scalable support when you need it. Whether you’re in real estate, healthcare, legal services, or any sector, we keep your business accessible, so you never miss an opportunity. Focus on growth—we’ll handle the communication. Because great service starts with great communication.
In the fast-moving property market, missing a call can mean missing a sale. Norango ensures estate agents never lose a potential buyer or tenant by providing professional call handling, appointment scheduling, and enquiry management. We answer calls 24/7, helping agents stay responsive, book more viewings, and provide a seamless service without the need for additional staff. Whether it’s qualifying leads, managing property enquiries, or handling urgent maintenance calls, Norango ensures every client receives a prompt and professional response.
Legal professionals need to focus on their cases, not on answering phones. Norango acts as a reliable front desk, handling client enquiries, screening calls, and scheduling consultations with efficiency and confidentiality. Our team ensures that urgent matters are prioritized, new client enquiries are captured, and existing clients receive a high level of service without disrupting your workflow. By partnering with Norango, law firms can maintain a polished and professional image while freeing up time to concentrate on legal work. We become part of your team.
Every missed call could be a lost sale or service booking. Norango helps car dealerships stay ahead by handling sales enquiries, test drive bookings, and aftersales support around the clock. Whether customers are looking for information on a new model, requesting a finance quote, or scheduling a service appointment, we ensure they receive a friendly and efficient response. Our seamless integration with your CRM means no lead goes untracked, helping dealerships maximize conversions and customer satisfaction.
In the insurance industry, timely communication is everything. Norango provides reliable call handling and claims support, ensuring customers receive assistance whenever they need it. Whether it’s policy enquiries, claims processing, or emergency callouts, our trained team manages every interaction with professionalism and care. By outsourcing to Norango, insurance firms can improve customer service, enhance responsiveness, and reduce the strain on in-house teams—without increasing overheads.
Providing top-tier customer service is essential in the leisure industry. Norango helps golf courses, spas, and leisure facilities manage bookings, membership enquiries, and event reservations effortlessly. We ensure that customers can book tee times, spa treatments, or private events without waiting on hold. Our 24/7 service enhances customer experience, increases occupancy, and allows businesses to focus on delivering exceptional leisure experiences while we handle the calls.
Field engineers need to stay mobile and focused on the job, not tied up with incoming calls. Norango acts as an efficient operations hub, dispatching jobs, managing customer updates, and handling emergency calls with precision. We ensure that engineers receive job details in real time, customers get updates on technician arrivals, and urgent service requests are dealt with promptly. By providing seamless coordination and reducing administrative burdens, Norango helps field service companies operate more efficiently and deliver exceptional service.
Travel Companies
In the travel industry, customer expectations are high, and timely communication is essential. Norango ensures travel companies never miss an enquiry, whether it’s a holiday booking, a flight change, or a last-minute travel emergency. Our team provides 24/7 call handling, assisting customers with bookings, itinerary changes, and travel advice. We offer a seamless experience that enhances customer satisfaction and keeps your business running smoothly. By outsourcing to Norango, travel companies can focus on delivering unforgettable experiences while we handle the calls.
Busy healthcare practices rely on efficient appointment scheduling and patient communication. Norango supports doctors and dentists by managing calls, scheduling appointments, and handling patient enquiries with professionalism and empathy. Our team ensures urgent cases are prioritized while reducing no-shows through appointment reminders. By providing a seamless front desk service, we help medical professionals focus on patient care without worrying about missed calls or overwhelmed reception staff.
First impressions matter, and in the restaurant industry, a missed call can mean a lost reservation. Norango ensures restaurants never miss a booking, handles takeaway orders, and manages customer enquiries efficiently. We can update guests on availability, confirm dietary requirements, and even assist with private dining arrangements. Our seamless service helps restaurants fill more tables, reduce no-shows, and provide excellent customer experiences—all while allowing staff to focus on delivering great food and hospitality
Loved by our clients
“This is the best call centre I’ve ever used. They are extremely professional, accommodating and efficient. They listen to their clients needs and go the extra mile to make sure their service suits your requirements . The call centre staff are fantastic and polite. I would highly recommend using them for both price and service.”
Jacqui
“Great service. Professionalism by all operators that handle our calls. Norango are also pro-active by contacting me with regards to holidays such as Christmas. They got in touch to ask what our hours are and when they would be taking over the call handling for the festive period. Good value for money means that staff never miss a call when our office isn’t open. I highly recommend”
Chris Swain
“Norango have provided our back up call centre service for many years now and we would have no hesitation in recommending them. Their service offering reflects a “top down” philosophy of excellence so that all aspects of their business, from the quality of the call centre team to their management, documentation and accounts team is first in class.”
Mark Lee
