Internal Call Centers: A Complete Guide

Unlike traditional call centers that focus on outbound calls, and inbound customer service requests, internal call centers focus on enhancing the employee experience. They make sure teams have the information and assistance they need to excel in their roles.  

Why is this important? Because engaged, supported employees are more productive, more loyal to your company, and more likely to deliver excellent customer service. 

Internal call centers can help you respond to employee queries faster, troubleshoot issues more effectively, and hire employees more consistently. They can even foster a more collaborative work environment and minimize efficiency issues.  

Here’s everything you need to know about internal call centers, from how they work to their benefits, to the top tips you can use to boost team performance and employee satisfaction.  

What is an Internal Call Center?  

An internal call center is exactly what it sounds like – a dedicated support hub within your company focused on handling internal communications and employee inquiries. Instead of dealing with external customers, internal call centers help employees across various departments, ensuring seamless operations, improved collaboration, and faster issue resolution. 

Whether it’s handling IT troubleshooting, HR-related questions, or interdepartmental coordination, an internal call center acts as a centralized resource to keep everything running smoothly. 

Obviously, the biggest difference between external and internal call centers is the people they serve. External call centers focus on customers, enabling outbound campaign strategies or powering comprehensive customer support initiatives.  

They help you improve customer satisfaction and increase revenue, while internal call centers focus on employee satisfaction, productivity, and alignment. Internal call centers are common in virtually every industry today. Healthcare organizations use internal call centers to coordinate staff between departments and manage records effectively.  

IT and technology teams use internal call centers and support tests to reduce downtime, troubleshoot issues, and overcome bottlenecks. Even retail and ecommerce changes use internal call centers to share inventory updates, coordinate logistics, and deal with common staff queries.  

The Benefits of an Internal Call Center 

Ultimately, implementing an internal call center into your organization is how you ensure your team members always have somewhere to turn when they need information or support. Whether they’re working in the office or from home, staff will always have a number to call when they need to share an update or tackle a technical problem.  

Internal call centers can:  

• Improve internal communication and collaboration: An internal call center serves as a centralized hub for employee interactions, facilitating seamless communication across departments. When employees can easily access the information they need, it leads to more cohesive teamwork and a unified organizational culture.
• Accelerate issue resolution: With a dedicated team handling internal inquiries, employee issues are addressed promptly. That means less downtime and fewer frustrations for employees. Team members can resolve issues faster and stay focused on what matters.
• Improve customer service: As mentioned above, employee experience impacts customer experience. A well-supported team can provide accurate information and resolve customer issues more efficiently, leading to higher customer satisfaction.
• Boost cost savings: Maintaining an internal call center can be more cost-effective than outsourcing internal call center tasks. Outsourcing often involves expenses related to vendor contracts, training, and potential quality control issues. By keeping operations in-house, businesses can better manage costs and maintain control over service quality.
• Increase productivity and efficiency: Centralizing support functions within an internal call center streamlines processes and reduces redundancy. Employees know exactly where to turn for assistance, which minimizes time spent searching for answers.  

Key Features of Internal Call Center Software  

Just like an external call center solution, an internal call center system needs the right selection of features to deliver the right results to businesses and their employees. These days, companies can take advantage of a wide range of innovative platforms, with access to intuitive automation tools, artificial intelligence, analytical tools and more. Some of the most important features to look for include: 

Call Routing and Queuing Tools 

Effective call routing tools aren’t just great for external call centers, they benefit internal call centers too. The right routing system can help ensure employee inquiries reach the right department without delays. For instance, routing software can match an employee to an internal assistant based on their skills, department (finance, HR, product development etc.), and availability.  

Intelligent routing leads to problems being resolved faster (with fewer transfers), improved workplace efficiency, and happier employees.  

Integration Options 

Integrations are critical for any contact center. Your internal call center should integrate seamlessly not just with CRM platforms, but with workplace management tools, such as your Enterprise Resource Planning (ERP) system, HR software, and workforce optimization tools.  

These integrations will ensure agents can easily access employee records, business documents, and work histories, making it easier for them to answer and address issues quickly. 

Analytics and Reporting Tools 

Analytics and reporting tools built into your internal call center ensure you can keep a close eye on its overall efficiency and performance. You’ll be able to track metrics like response times, issue resolution rates, and call volumes. That means you can more effectively identify bottlenecks, and opportunities to improve service efficiency. 

Analytical and reporting tools can even help you make better decisions when you’re creating schedules for internal call center agents, based on historical contact patterns. 

Multi-Channel Support 

Although most internal call centers primarily focus on “voice-based” interactions (calls), it pays to consider a solution that supports a wide range of contact options. Employees might want to reach out for assistance over other channels, like SMS, live chat, or email.  

If your internal call center solution can unify requests and enable support across all channels, this can lead to improved employee satisfaction. Plus, it can give you an easy way to unify data about employee experiences, so you can make informed decisions for business growth.  

Scalability and Customization Options 

Choose an internal call center solution that can adapt to changing needs. Scalable call center software should be able to handle increasing call volumes, add new features, and integrate with emerging technologies. Choosing a platform with a range of customization options is helpful too.  

For instance, with ComputerTalk’s contact center technology, companies can design custom workflows, routing strategies, and even dashboards to tailor their software to their specific business needs and goals.  

How to Set Up an Internal Call Center  

The right internal call center can be a real game-changer for businesses looking to improve efficiency and enhance employee experiences. However, you do need the right strategy to ensure you set everything up and use your software correctly. Here’s how you can get started. 

Step 1: Assess Your Business Needs and Goals 

First, you need to know what you want to accomplish with your internal call center. Conduct a comprehensive needs assessment, asking questions like: 

• What challenges do employees currently face? Such as slow IT support, unclear HR processes, or problems with alignment between teams.
• What will your internal call center do? Such as troubleshooting technology issues, handling HR requests, or providing general assistance.
• How many employees will use the call center? Remember to also ask which channels they’ll be using, and how often they’ll need support.  

Once you’ve answered these questions, you’ll have a general idea of what you need from your internal call center technology, as well as what kind of metrics and KPIs you’ll need to monitor to ensure that your system is delivering the right results.  

Step 2: Choose the Right Location and Infrastructure 

The physical and technological infrastructure of your internal call center matters. First, consider whether you’re going to be using a remote or on-premises solution. On-premises call centers require dedicated office space, desks, computers, and other hardware. Remote and hybrid models allow employees to provide internal support from anywhere, reducing overhead costs.  

Next, think about common infrastructure essentials, such as:  

• Reliable internet and VoIP (Voice over Internet Protocol) to ensure seamless internal communication.
• Noise-canceling headsets and quality microphones for clear audio.
• Dual monitors or efficient workstations to allow quick navigation between tools.
• A backup power supply or redundant internet connection to prevent downtime. 

Make sure you have the right budget in place to implement and maintain your internal support center – as well as buy-in from key business stakeholders.  

Step 3: Select your Call Center Software and Tools 

Now, it’s time to start investing in your technology. First, think about software. An all-in-one call center solution, like ComputerTalk’s ice Contact Center can give you all the resources you need in one modular package, from chatbots and IVR systems to routing tools, live chat systems, administration tools and reporting capabilities. 

Make sure your internal call center software integrates with the tools you already use in your organization, such as your helpdesk ticketing system, ERP tools, and WFM solutions. Once you have all the software you need, invest in any necessary hardware, such as desk phones or mobile devices, computers, laptops, microphones, cameras, and speakers.  

Build your internal call center with a forward-thinking approach, ensuring your system is ready to scale and adapt to changing employee needs in the years ahead.  

Step 4: Hire and Train Staff for Internal Support Roles 

Your internal call center needs knowledgeable, solution-oriented agents. Roles typically include: 

• Helpdesk Technicians (for IT support)
• HR Support Representatives (for employee benefits, payroll, etc.)
• General Support Agents (for operations, finance, and administrative queries) 

You may already have some of the team members you need to fill this call center. If you’re hiring from scratch, pay attention to candidates with strong problem-solving and communication skills, excellent organizational skills, and a familiarity with the technology you use.  

When you onboard these team members, invest in extensive training, giving them documents, resources, and videos to learn from. Make sure they’re familiar with company policies and processes. Show them how to use your call center technology, and regularly update their soft skills (communication, problem-solving, and collaboration skills) with mentoring, courses, and one-on-one workshops. 

Step 5: Implement and Test the System 

Before you launch your internal call center company-wide, it makes sense to start small with a pilot program. Test your initiative with a select group of employees, so you can identify any potential issues with call routing and queuing logic, system integrations, or training gaps.  

Gather feedback from both internal call center agents and employees, to find out whether there are any issues with your current processes you need to rectify. Additionally, make sure you have a system in place for constantly monitoring and upgrading performance.  

Use your call center analytical tools to track metrics like average handling times, first call resolution rates, agent productivity, and employee satisfaction scores. This data should give you the insights you need to make gradual improvements over time, whether you need to tweak workflows, train agents further, or upgrade software settings. 

Internal vs. Outsourced Call Centers: Which is Right for You?  

Notably, building an internal call center isn’t the only way to support your team. You can consider outsourcing employee support to an external party too. The right approach really depends on your goals, budget, and priorities.  

For instance, internal call centers require higher upfront investment from teams, because you need to pay for software, infrastructure and staff. However, they can result in lower long-term costs due to improved efficiency and employee retention.  

Outsourced call centers can have lower initial costs, but long-term contracts, service fees, and potential quality inconsistencies can increase expenses over time. From a quality control perspective, in particular, internal call centers give you more authority. Outsourced agents can work for multiple clients, leading to less control over branding and employee experiences. Internal call center agents focus entirely on your company and team.  

That being said, outsourcing your employee support needs can be the more scalable option, if your team requirements change rapidly, as you can scale your services up or down depending on your needs, without having to invest additional time into hiring and training.  

Ultimately, if brand consistency, quality control, and long-term cost savings are your priorities, go internal. If you’re looking for lower initial costs and scalability, outsourcing might be the better choice.  

Best Practices for Managing an Internal Call Center 

Running an internal call center effectively is all about creating and maintaining a high-performing, employee-focused support system, leveraging the right processes, insights, and technologies. Here are some quick tips for success:  

• Set Clear Goals and KPIs: Define measurable key performance indicators (KPIs) to track and improve performance. For instance, you might monitor things like response times, first-call resolution rates, and employee satisfaction scores. Tracking these KPIs will help you to proactively improve the results of your call center over time.
• Regularly Train and Upskill Staff: Technology and workplace needs are constantly evolving. Providing ongoing training on company policies, new technologies, and soft skills ensures agents remain efficient and confident in handling inquiries.
• Gather Feedback: Your internal call center exists to support employees - so their feedback is invaluable. Regularly survey employees on their support experience and use the insights to refine your call center operations.
• Use Your Data: Leverage analytics and reporting tools to monitor performance trends and pinpoint inefficiencies. For instance, if call resolution times are high, reports can help you identify whether processes, training, or staffing levels need adjustment.
• Foster a Culture of Collaboration: A thriving internal call center is more than just a help desk - it’s a central hub for knowledge-sharing and teamwork. Encourage cross-department collaboration so that agents work closely with IT, HR, and other teams to provide fast, accurate support. 

Unlock the Full Potential of your Internal Call Center 

An internal call center isn’t just a support system; it’s a strategic asset that enhances communication, boosts productivity, and improves overall employee satisfaction. Whether you’re looking to streamline IT support, improve HR responsiveness, or enhance internal collaboration, a well-managed internal call center can transform the way your business operates. 

If you’re looking for a vendor that can offer all the tools you need to build and manage a thriving internal call center, ComputerTalk is here to help. With scalable, feature-rich solutions for internal and external communication, ComputerTalk makes it easy to build the call center experience that serves your unique business needs.  

Need expert guidance on setting up or optimizing your call center? Contact ComputerTalk today to explore customized solutions for your internal and external communication needs.