In-house team grants its benefits:
1. Communication (one time zone and one schedule, cultural context, no language barrier, in-person discussions)
2. Process control (easy to supervise and regulate)
3. Work culture (helps to make sure all are on the same wavelength and act in best interests of the business)
In-house agents solidify company's customer support culture, making it easier for remote team to adapt and become not only the cost cutter but a top quality service provider.