Outsourcing your calls can be a game-changer for your business. Whether you’re a start-up needing help to manage customer queries or an established SME looking to free up internal resources, an outsourced call centre offers a flexible, professional solution.
But not all call handling services are the same.
When businesses talk about outsourcing, they often refer to one of two models: a dedicated team of call agents or shared agent services like virtual receptionists and virtual assistants.
Both come with distinct advantages depending on your needs, your budget and the level of personalisation you expect.
In this blog, we’ll explain exactly what an outsourced call centre is, break down the differences between dedicated and shared services, and help you decide which model best suits your business.
What is an Outsourced Call Centre?
An outsourced call centre is a service where your incoming (and sometimes outgoing) calls are managed by a third-party call centre. This provider employs trained call agents who represent your business by answering calls on your behalf.
These services can be tailored to suit your requirements. Whether you're looking to manage overflow during busy periods, handle out-of-hours enquiries, or fully outsource all of your customer support, an outsourced call centre can scale to meet your needs.
Rather than hiring and training in-house staff - which can be costly and time-consuming - outsourcing gives you access to experienced professionals without the overheads.
Three Key Models: Dedicated, Bespoke and Shared Agent Services
Good call centre providers, like Answer4u, offer a variety of different models to cater for different business needs. Here's the three models and what they entail:
1. Dedicated Team of Call Agents
A dedicated service gives you a full-time team of agents who work exclusively for your business. They act as a direct extension of your internal staff, trained to know your company inside and out.
This setup is ideal if:
- You have a high call volume
- Your customers require detailed support
- You need agents trained in specific processes or systems
- Personalisation is critical to your customer experience
Because the team is dedicated to you, they can manage everything from technical support and order processing to appointment booking and customer service. These agents only handle your calls and don’t switch between multiple companies during the day.
Pros of a Dedicated Team:
- High level of personalisation
- Consistency in customer interactions
- Full control over scripts, processes, and training
- Scalable to support complex products or services
A dedicated team is more expensive than shared services and will often require a minimum contract length to make it viable. As a result, this type of call centre service is better suited for medium to large businesses with ongoing demand.
If you’re looking for a more tailored approach with call agents who know your business inside out, our Dedicated Agents Service provides a fully outsourced call centre that acts as an extension of your own team.
Learn more about our Dedicated Agents Service.
2. Bespoke Shared Agent Services
If you're looking for something more tailored than a basic call answering service but don't require a full-time dedicated team, bespoke shared agent services could be the perfect fit.
This model offers greater versatility than standard shared services. While agents still handle calls for multiple businesses, your service is customised to reflect your processes, tone, and brand. It’s an ideal solution for growing businesses that want more than just message taking, without the higher costs associated with a fully dedicated team.
With a bespoke shared service, agents can handle more in-depth tasks such as:
- Following detailed call handling instructions
- Carrying out basic troubleshooting or order support
- Booking appointments using your CRM or phone system
- Collecting specific customer data
- Managing multi-step call flows
These services are ideal if:
- You want your callers to feel like they’re speaking to someone inside your business
- Your enquiries are more varied than simple message taking
- You need more tailored support but can’t yet justify a dedicated team
Pros of Bespoke Shared Services:
- Greater personalisation than standard shared services
- Cost-effective alternative to dedicated agents
- Scalable and adaptable to suit your business
- Improved caller experience and brand alignment
Think of this as a hybrid option — giving you some of the personalisation of a dedicated team, with the affordability and flexibility of a shared service. It’s particularly well suited to SMEs who are ready to level up their customer service without taking on the commitment of a full-time outsourced team.
Here at Answer4u, we offer a range of bespoke services designed to support the unique needs of your business. These include:
- 24 Hour Call-Out Service
- Help Desk Support
- Email Handling
- Order Taking Call Centre
- Sales Literature Call Handling
- Media & Advertising Response
- Diary Management
- Disaster Recovery
3. Shared Agent Services: Virtual Receptionists & Virtual Assistants
In contrast, shared services like virtual receptionists and virtual assistants are more flexible and cost-effective. Here, agents handle calls for multiple businesses throughout the day. Your callers still receive a friendly, professional service, but the level of personalisation is typically lighter.
These services are designed to offer efficient support for common tasks, such as:
- Answering and transferring calls
- Taking messages
- Scheduling appointments
- Handling basic customer queries
Shared services are ideal if:
- You have a lower or fluctuating call volume
- You don’t need full-time cover
- You want professional call handling without the high cost
- Your focus is on first impressions and quick resolutions
Pros of Shared Services:
- Highly cost-effective
- Quick to set up
- Flexible – you only pay for the calls answered
- Great for start-ups and SMEs
With a shared service, call agents may not have as much knowledge of your business. Consequently, the level of personalisation they can offer is more limited compared to a dedicated team.
Shared call handling is not suitable for businesses where complex customer service or technical support is needed. If this is what you require, choose dedicated agents that can act as a true extension of your in-house team.
Our core services are designed to offer cost-effective and professional telephone answering. Explore how each of our shared call-handling services can support your business:
Which Option is Right for Your Business?
Choosing between a dedicated team and shared agent services depends largely on your business needs and priorities. Here are a few questions to help guide your decision:
How many calls do you receive each day?
If it’s more than 100 per day, a dedicated team might make more sense. For under 50, a shared model may be sufficient.
Do your callers need in-depth help or technical knowledge?
If yes, a dedicated team will offer more consistency and expertise.
Are you looking for 24/7 support?
Both models can offer round-the-clock service, but shared services tend to offer more flexible packages.
Is brand consistency a priority?
A dedicated team can be trained to reflect your brand tone and values in every call. While shared agents offer a professional service, they’ll work off predefined call scripts and processes.
What’s your budget?
Dedicated teams are more of an investment and require longer term commitment to make them viable. Shared services on the other hand, offer an affordable way to manage calls without sacrificing professionalism.
If you're unsure, a good starting point might be a flexible virtual receptionist service, which allows you to scale up or down as your business grows.
“Many businesses think of call handling as a safety net for missed calls, but used strategically, it can be a proactive growth tool. By freeing up your internal team from routine calls, you give them more time to focus on high-value work like sales, client retention, or product development.”
Charlotte Menhennet, Operations Manager, Answer4u
How Answer4u Fits In
At Answer4u, we offer both dedicated call handling solutions and flexible shared services. Whether you need a fully outsourced customer service team or occasional support during busy periods, we’ll help you find the right fit.
Our Virtual Receptionist Service is designed to handle your calls professionally and efficiently — perfect for businesses that want to make a great first impression without the overheads of hiring staff.
Need more in-depth support? Our Help Desk Support Service gives you access to a trained team who can follow detailed scripts, manage complex queries and represent your brand with confidence.
You’ll also benefit from:
- UK-based call agents
- 24/7 availability
- Customisable call scripts
- Real-time message delivery
- No long-term contracts
Want to see how it works? You can find out more about how our virtual receptionist team supports businesses like yours here.
“How and when you receive messages can directly impact your ability to follow up and convert leads. Whether you choose a dedicated or shared service, make sure you’re happy with the way your messages are sent — email, SMS, or directly into your CRM.”
William Menhennet, New Business Manager, Answer4u
Here’s a quick recap of your three main options:
Outsourcing your call handling is a smart way to protect your time, boost professionalism, and prevent missed leads - but choosing the right model is key:
Fully Outsourced Call Centre with a Dedicated Team
Gives you a group of agents who work solely for your business. They’re trained to understand your products, processes and tone of voice. This is ideal if you deal with a high volume of calls, need consistency, or offer more complex services where detailed knowledge matters.
Shared Call Centre Model
Our shared call centre model includes our Virtual Receptionist and Virtual Assistant Services and are generally more flexible and cost-effective. Agents work across multiple businesses, providing a polished front-line service that’s perfect for managing calls, taking messages, and handling general enquiries. It’s an excellent option if your call volume is moderate, or if you’re just looking to protect your day from interruptions.
Bespoke Services
Our Bespoke Services bridge the gap between these models. Run on the same shared call centre platform, they offer tailored scripts, custom workflows, and more in-depth support - all without the cost of a dedicated team. They are ideal if you want a personalised approach that reflects your brand, but don’t need a full-time team solely for your business.
Final Thoughts
Outsourcing your call handling isn’t just about saving time - it’s about improving your customer experience. Whether you opt for a dedicated team or shared agent support, the key is choosing a partner who understands your business and adapts to your needs.
If you’re ready to take the next step or just want to explore your options, get in touch with our team. We’re here to help you find the best call handling solution for your business - so you never miss a call, a customer, or an opportunity.
