Should you hire your own call centre, outsource it, or let AI take the calls? For most UK trades the answer is "all three, in the right mix".
In-house
Pros: brand voice, best conversion on emergencies. Cons: highest cost, hard to staff evenings/weekends.
Outsourced
Pros: lower fixed cost, 24/7. Cons: generic scripts, 20–30% lower conversion.
AI voice agents
Pros: 24/7, books into live diary, pence per minute. Cons: complex commercial quotes still want a human.
The combination that wins
- In-house for core hours and high-value calls
- AI voice agent for overflow, evenings, weekends
- Outsourced only for specific overflow scenarios
Tryoup runs all three layers in one platform. See the AI voice agent guide.