1
Compare the full cost
Include compensation, payroll burden, benefits, recruiting, training, management, equipment, software, licensing, coverage, idle capacity, per-file pricing, and transition cost.
2
Compare control and visibility
Document who assigns work, how status is shared, who communicates with borrowers and partners, how exceptions escalate, and how supervision is performed.
3
Compare resilience
Consider peak volume, illness, leave, turnover, backup coverage, specialty products, and how quickly each model can adapt.
4
Test assumptions with a limited scope
Where appropriate, a controlled pilot can reveal handoff quality, communication fit, file eligibility, and the real amount of management required.