Businesses, big or small, need to focus on their core functions and expertise which is why delegating customer service functions to an expert outsourcing contact center is necessary. Multi-channel customer service is now a must for every company. Customers reach out to businesses through phone calls, emails, as well as live chats and timely response to each query is critical. However, choosing to have an in-house multi-channel customer service is an expensive undertaking. You will be required to invest in additional facilities, new equipment, and technology plus the costs of hiring and training new staff and ongoing operations. Outsourced call center remains to be the most cost-effective way to employ professional multi-channel customer service representatives.