Staff Insourcing: An Agile HR Solution for Customer Service


Staff insourcing is the solution for all businesses looking to streamline their HR department and tackle recruitment challenges head-on. It allows businesses to keep HR functions agile, maintain control over costs, and ensure quality and compliance.

In this blog, we dive into how staff insourcing can transform your HR operations. We cover everything from cost benefits and flexibility to integration with your current team while keeping you 100% labor law compliant. 

staff insourcing, a priviledged option for HR directors

This article, designed for HR professionals across the MENA region, offers practical insights and real-world applications to help you make informed decisions about your HR strategy. Read on to discover how staff insourcing can help you meet your recruitment goals, manage seasonal workforce changes, and keep your HR department lean and efficient.




Staff insourcing is an innovative HR solution for companies seeking flexibility and cost-effectiveness in managing their workforce. This hybrid model between traditional employment and outsourcing gives the Client Company operational control over the staff while the Insourcing Provider manages the administrative and contractual aspects.


Understanding Insourcing

This method involves a tripartite relationship in which the client company engages an insourcing provider to administer employment’s contractual and administrative aspects while the staff work under the client’s operational control and within their premises.

Insourcing is a tripartite relationship

Defining the Parties and Their Roles:

  • Client Company: Typically, a company requires customer service. It possesses or invests in the necessary infrastructure, such as offices or a contact center, and retains middle management to supervise the insourced staff’s daily operations.
  • The Insourcing Provider: An external partner tasked with the recruitment, employment, and administrative management of the staff, ensuring legal compliance and HR processes.
  • The Insourced Staff: They are skilled individuals employed by and on the payroll of the insourcing provider. They work on the client’s premises and operate under their guidance. The insourced staff fully integrates into the client’s culture and day-to-day operations.

When a company opts for staff insourcing, it gains a partner to handle employee management’s hiring, training, and legalities. This partnership relieves the client company’s HR department of a significant administrative burden.

On the other hand, employees get a structured, compliant employment relationship, with all legal aspects are meticulously taken care of by the provider.


Characteristics of Staff Insourcing


Integration and Control

Staff insourcing affords a company the operational command of its team while delegating administrative burdens to the insourcing provider. This symbiotic relationship ensures that when it comes to workforce adjustments, the provider adeptly navigates the complexities of labor laws for terminations or contract changes, mitigating legal risks and safeguarding compliance.

The recruitment process, too, is a collaborative effort. The client company and the insourcing provider agree on the requisite headcount for forthcoming periods. To preemptively address attrition, the provider typically proposes a candidate pool exceeding the headcount by about 25%.

From this pool, the client selects the final team, ensuring the quality and fit of each insourced worker.

The insourcing provider selects and recruit the staff


Compliance and Expertise

Staff insourcing through an expert provider assures compliance with labor laws due to their expertise and established practices in the Egyptian market. With a 15-year history, NAOS Talents brings a depth of knowledge and a robust system to ensure every employee’s legal and ethical management.


Quality Assurance through Service Level Agreements

The Staff Insourcer enforces Service Level Agreements (SLAs) that clearly outline service delivery expectations. 

A pivotal aspect of staff insourcing is the assurance of continuity and quality. The insourcing provider pledges to replace any insourced worker who leaves swiftly and at no additional cost. This automatic turnover replacement mechanism is part of the SLAs, which delineate the standards for service delivery and emphasize reliability and client satisfaction.

In summary, staff insourcing empowers companies to expand their operational capabilities while ensuring quality standards and local market competitiveness. This strategic approach to insourcing permits businesses to respond to immediate staffing needs and plan for long-term human resource development.


When to Opt for NAOS Talents’ Insourcing Services

Opting for an insourcing provider’s services becomes strategically beneficial under certain circumstances:

  • Infrastructure Availability: The client company must have or be willing to invest in the necessary infrastructure, including offices or a contact center, to accommodate insourced staff.
  • Supervisory Capacity: Competent middle management should be in place to oversee the insourced staff effectively.
  • Financial Flexibility: The client should recognize the financial prudence of transitioning from fixed labor to variable costs and appreciate this model’s cost savings and budgetary advantages.
  • Seasonal or Project-Based Demands: Insourcing is particularly suited to companies experiencing significant fluctuations in activity or those with project-based scaling needs.
  • High Turnover Mitigation: Insourcing will be attractive to companies aiming to alleviate the HR department’s recruitment and administrative load, especially in high-turnover sectors.

The conditions for a successful insourcing strategy involve readiness on the client’s part to integrate new team members into their culture and daily operations, coupled with an understanding of the administrative relief and expertise the insourcing provider brings.




By partnering with a staff insourcing provider, companies experience a slew of strategic benefits:

  • Increased Employee Satisfaction: NAOS Talents’ commitment to timely and accurate salary distribution and adherence to legal standards results in higher employee satisfaction and retention.
  • Optimization of HR Functions: The HR departments of client companies experience a shift from administrative to strategic roles, focusing on talent development and operational strategy.
  • Quality Service Delivery: NAOS Talents enforces comprehensive SLAs that guarantee high service delivery standards, aligning with client expectations and maintaining a consistent quality of customer service.


Variable Costs

The variable cost model offered by Staff Insourcing ensures that clients pay for the services rendered, which can fluctuate based on the workload.

Businesses can achieve remarkable flexibility in scaling their operations up or down without the commitments tied to traditional employment. This agility is critical to responding to the market’s ebbs and flows, which is crucial for sectors with pronounced seasonality or project-based workloads.


Cost-Effectiveness and Flexibility

Insourcing with NAOS Talents allows businesses to have flexible staffing solutions that scale with the ebb and flow of business demands. This model is particularly effective for addressing seasonality, where staff ramp-up and ramp-down are managed smoothly without incurring the fixed costs associated with permanent hires.

Insourcing makes the cost structure variable and predictable, which is invaluable for budgeting and financial planning.


Impact on the HR Departments

For the HR department, insourcing eliminates the time-consuming processes of managing contractual relationships, allowing them to focus on strategic initiatives. 

The implementation of staff insourcing has a transformative effect on HR departments. With reduced administrative duties, HR professionals can devote their expertise to strategic initiatives such as talent development, employee engagement, and long-term organizational planning.


Expertise and Compliance

The insourcing provider’s expertise simplifies labor laws’ complexities for its clients, offering a worry-free solution that aligns with Egyptian labor standards and international best practices.


HR Department Transformation

The ripple effect of staff insourcing on the HR department is profound. Integrating customer service agents into the core team transforms HR’s role from administrative work to strategic talent management.

This shift enables the department to focus on fostering employee engagement, tailor-making development programs, and directly impacting the overall customer service experience.


In-depth comparison of insourcing versus outsourcing contact center agents


When managing contact center agents, companies often weigh the options of insourcing versus outsourcing. Both models have their own sets of benefits and considerations, and the best choice depends on the company’s specific needs, resources, and strategic goals.

In-house staffing

Here’s an in-depth comparison structured into a table to outline the key differences between insourcing and outsourcing contact center agents:

Criteria Insourcing Outsourcing
Operational Control High – The company retains control over day-to-day operations and agents’ management. Varies – Control can be limited as the outsourcing partner manages agents.
Alignment with Company Culture Seamless – Agents are integrated into the company’s culture and internal processes. Limited – Agents are less immersed in the company’s culture due to physical and operational separation.
Cost Structure Variable – Costs are based on actual usage and can scale with demand. Fixed/Variable—Depending on the contract, costs are usually a mix of fixed monthly fees and variable parts, depending on service usage.
Compliance and Legalities Provider’s Responsibility – The insourcing provider handles compliance. Outsourcer’s Responsibility – The outsourcing partner handles compliance, but specifics can vary by contract.
Flexibility in Staffing High – Allows for quick scaling of staff numbers up or down, limited only by the client’s infrastructure. Limited – Changes in staffing levels may require contract renegotiations.
Recruitment and Selection Collaborative – The client has input on the final selection of candidates. Outsourced – The outsourcing partner handles the recruitment and selection with autonomy.
Employee Training Customized—Usually, the client actively participates in the training, especially in terms of corporate culture, tailoring it to match the exact needs of the client company. More Standardized – Training is often standardized to the outsourcing partner’s practices.
Turnover & Continuity Included – Staff replacement is managed by the insourcing provider with no additional charge. Depends – The outsourcer may experience high turnover rates, affecting service continuity.
Data Security and Privacy Enhanced — Fewer communication channels lead to more secure data under the client company’s protocols. Dependent — relies on the outsourcing agency’s data security measures. The client must evaluate its adequacy.




Embarking on an insourcing journey implies establishing a strategic partnership between a client company and an insourcing provider. This journey transitions from initial negotiations to embedding a new operational culture within the client’s premises. 

Roles and Teams Involved


From the Insourcing Provider

  • Recruiters

These are specialist talent acquisition professionals employed by the provider. They identify and attract candidates who meet the job’s technical requirements and fit culturally with the client company.

  • Trainers

The trainers, part of the provider’s team, conduct initial training sessions. They ensure that insourced staff have the necessary skills and deeply understand the client’s service standards and operational procedures.

Training by staff insourcing provider

  • Personnel Managers

These HR experts oversee employee relations and benefits administration. They ensure employment practices comply with local labor laws. They facilitate smooth operations by managing the workforce’s administrative aspects.

  • Account Managers

Account managers are the primary liaison between the insourcing provider and the client company. They ensure that all contractual obligations are met and the relationship is mutually beneficial, fostering clear communication and service satisfaction.


From the Client Company

  • Operational Supervisors/Managers

These are the client’s representatives who directly manage the insourced staff’s day-to-day operations. They are crucial in guiding the insourced team and adhering to the company’s operational protocols and quality standards.

  • Quality Assurance Specialists

While the provider offers training and sets quality standards, the client often requires QA specialists to continuously monitor and provide feedback on the insourced staff’s performance to ensure alignment with company standards.

  • HR Representatives 

While the provider handles most HR management, the client will also involve some HR personnel in the selection process, particularly for activities such as culture fit assessments and potential direct hire evaluations.

  • Trainers (optional)

The client may want to provide a part of the initial training.


Steps of the Insourcing Journey


The following walkthrough highlights each step of this collaborative process:

Kick-off Meeting

Following the signature of the service agreement between both parties, the kick-off meeting is crucial for aligning the scope of work, objectives, and processes. It involves comprehensive planning, during which the client company and the insourcing provider agree on the service’s operational details, expectations, and desired outcomes.

In the meeting, the client provides a detailed profile of the candidate’s requirements, such as education, soft and hard skills, and experience. The client specifies which qualifications are mandatory and desirable and which are considered red flags or detrimental elements. The more comprehensive the profile, the faster recruiters can find the ideal candidates.


Initial Selection & Recruitment

During the initial selection and recruitment stage, the provider takes the lead in sourcing, interviewing, and selecting suitable candidates over 10-15 working days. This phase showcases the provider’s expertise in recruitment, providing the client with a carefully curated list of potential hires. 

The client typically has the final say in evaluating the candidates and deciding whether to accept them for training.

The insourcing journey starts with a kick-off meeting


Training & Onboarding

Once the client validates the staff, a 5-day intensive training and onboarding period ensues. During this time, insourced staff are equipped with the necessary skills and immersed in the client’s culture, ensuring a seamless transition into their roles.

Agents usually undergo three days of training, learning about the job, the processes, the tools they will use, and the company culture. After the training, they spend one day shadowing a more experienced agent, whenever possible, to better understand the work. Finally, they undergo one day of role-playing, which serves as the final evaluation by the client’s HR team.

The client’s operational teams usually provide continuous training and coaching sessions. If the client identifies insourced agents who exhibit excellent performance or are a good cultural fit, they may hire them directly into their team.

The client company will follow the terms agreed upon in the insourcing agreement, which typically involves financial compensation to the insourcing provider.


Performance of the Service

As the newly hired staff begin working at the client’s location, the operational management team monitors their daily job performance. For efficient insourcing, it’s crucial to maintain clear communication between the client’s operational teams and the insourcer. 

This communication should cover the agents’ Key Performance Indicators (KPIs), faults or errors, attendance records, reasons for sick leaves, and bonuses. Transparency and effective communication are critical to a successful insourcing operation.


Payroll & Taxes

Payroll and taxes are complex undertakings the insourcing provider manages monthly, tailored to attendance and performance indicators. This service significantly relieves the client’s HR department of a burden, allowing them to focus on strategic goals.


Scheduling of the Coming Period

In a forward-looking exercise, the operational team and the provider will review and analyze the workload and required personnel for the upcoming period. This step is critical in ensuring staffing levels appropriately align with the anticipated business needs.

The insourcing provider guarantees the highest performance and quality standards throughout this journey. Their commitment extends beyond initial implementation; they offer continual support and remain in close contact to ensure ongoing success and adaptability.


Deliverables Offered

  • Agent Selection: Sourcing suitable candidates who match the client’s requirements.
  • Recruitment: Completing the hiring process efficiently and effectively.
  • Initial Training: Providing comprehensive training programs to ensure agents are well-prepared.
  • HR Management: Administering all HR-related tasks, fully compliant with Egyptian Labor Law.

Excellence in insourcing services is not a mere aspiration but a deliverable reality, exemplified by the provider’s dedication to aligning with the client’s culture, upholding stringent service level agreements, and ensuring legal compliance.

This model’s collaborative nature ensures that both parties work together towards shared goals, leveraging each other’s strengths to create a synergy that drives success.



In 2024, the business landscape makes agility a strategic imperative for HR departmentsCompanies that engage in staff insourcing harness the power to scale their workforce in alignment with fluctuating demands, benefit from cost structures that echo their operations’ realities, and enjoy enhanced employee satisfaction stemming from systematic HR practices.

The commitment to partnership is a cornerstone of a successful insourcing model. By engaging a provider, companies gain a partner attuned to their staffing needs and committed to their long-term growth and evolution.

As businesses make complex decisions about customer service delivery, they should explore the bespoke solutions offered by NAOS Talents staff insourcing. Whether scaling operations, entering new markets, or simply seeking a more flexible approach to HR, the insourcing journey presents a viable and competitive option.

Contact us to understand how insourcing can transform your customer service operations and witness the direct benefits it can offer! Explore the possibilities, ask the critical questions, and take the first step towards an agile, efficient, and employee-centric model tailored for the modern business era.

Embrace the change. Explore the potential. Excel with insourcing.

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Copyright by NAOS Solutions. All rights reserved.

Copyright by NAOS Solutions. All rights reserved.