Outsourcers are delivering reduced costs, more flexibility and specialist knowledge to US contact centers. But some perceived service shortcomings could be preventing them from winning more business in the current economic downturn, according to recent industry research conducted by ContactBabel and sponsored by Altitude Software.
According to the report, when asked about the drivers for outsourcing, almost half of the respondents (47%) rate the cost-benefit ratio as the main factor, followed by the flexibility of quickly adding agents and running campaigns (35%), which directly results in better customer service and business results. The need to add specialized people to move forward (24%) and acquire specialist abilities unavailable in-house (e.g. foreign language or technical ability) (18%) are further highlighted as main drivers to use contact center outsourcers.
41% of respondents used outsourcers in some way in the last year, with almost a quarter (23%) reporting a less positive experience, citing lack of visibility or information, as well as service shortcomings.
More information on the IT industry can be found at www.SupportIndustry.com
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