The current economic crisis is forcing outsourced contact center providers to revisit tried and trusted methods of providing their services to clients, asserts a new Datamonitor report, Managing outsourced contact center functions during the economic slowdown (Strategic Focus). With prospects and existing clients looking for more creativity than ever in how their products / services are represented, outsourcing vendors need to determine new ways of delivering customer service, marketing & sales, technical support and debt collection.
A clear signal that the recession has impacted both outsourcers and their clients relates to a change in customer service delivery goals. No longer is increased revenue generation cited as a principal objective; rather, the need to ensure a maximum degree of end-user satisfaction is key.
The domain of technical support is no longer the commodity it once was, with more consumers globally using devices and solutions that are more complex than ever. However, according to Datamonitor, this is an area in which contact center outsourcers have the chance to win significant business in the coming years.
“There exists significant opportunity for contact center vendors in the field of technical support. Clients selling any type of technology are tired of the headaches related to recruiting savvy customer service personnel who can address end-users using multiple channels and guaranteeing excellent levels of interactions. A savvy outsourcer, using a combination of offshoring and automation, can not only take on and improve the technical support end-user experience, but also do so at a reduced price. In the technology sector, where margins are constantly being squeezed, this is an important success factor”, said Peter Ryan, Datamonitor lead analyst for contact center outsourcing.
More information on the service and support industry can be found at www.supportindustry.com
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