● 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.
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 Services 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.
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
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
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.
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 call centers now have:
● AI-driven ticket tagging
● WhatsApp-based support
● Smart IVRs
● CRM auto-updates
without billing you 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.
A mid-sized FMCG brand in India outsourced their Inbound & 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.
● 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)
“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.
● Are you paying too much for idle in-house CX agents?
● What if service 24×7 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.
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.
● 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.
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 smooth, 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.
Shared call centers enable companies to skip the expenses of in-house recruitment, onboarding, training, and retaining a large workforce. The outsourcing company bears these costs, which means that companies only pay for the services they consume and not for having a full-time workforce or a big office building. It also translates to fewer expenditures on equipment, utilities, and maintenance.
Shared call centers commonly utilize cloud-based software and VoIP systems, which avoid costly hardware requirements and lower IT support costs. Cloud-based systems are based on a subscription or pay-as-you-go structure, enabling companies to bypass heavy initial investments and recurring upgrade charges. Shared workforce optimization can save 43% over a period of five years as compared to conventional on-premises systems.
By sharing resources and aligning agent schedules among multiple customers, shared call centers can more accurately adjust staffing levels according to changing call volumes. This minimizes idle time, avoids overstaffing, and ensures higher agent productivity, all of which lead to reduced operating expenses.
Shared call centers tend to employ smart call routing (e.g., skills-based or AI-based routing) and automation technology like chatbots and IVR systems. These technologies help direct the call to the appropriate agents or automatically resolve the issue, which boosts first-call resolution rates, drives down average handle time, and prevents the need for repeat calls—reducing cost per interaction directly.
Yes. Shared call centers take advantage of economies of scale, i.e., the cost per client decreases as more companies utilize the same technology and infrastructure. They also reduce vendor management and licensing, simplify compliance, and allow more predictable budgeting with subscription-based pricing models. Furthermore, remote working arrangements lower facility and utility expenses.
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is the apt framework developed for deploying the right mix of People, Process & Technology in a business with a clear eye on increasing lead conversion, reducing customer acquisition & management cost, and winning customers for life.
