The New Horizons And Realms Of Call Center Outsourcing

The trend of outsourcing call center services and operations is on the rise

. The strategy of outsourcing business needs at minimal required expenses is seeing the best of times. In a survey, it was revealed even now, when call center outsourcing is at its extreme cost drives the decisions of key potential leaders of an organization. 65.1 percent of the participants from various North American organizations were outsourcing because their call centers were providing quality solutions at affordable rates. In this survey 41.3 percent said that they are outsourcing because their in-house team was unable to handle the workflow. 27 percent cited the 24/7 contact base with customers as a reason for outsourcing. Another 27 percent were outsourcing to check if it could benefit them in any way.

However the respondents nodded in positive when it came to the output and results of call centers.

The benefits cited in this survey were:

1) 33 percent said that due to outsourcing their operation efficiencies have increased where as the costs have dropped down. 21 percent said that they have same experiences in big quantities and too often.

2) 29 percent experienced and enjoyed the convenience of being in touch with consumers all the time in moderation whereas the same was experienced by 21 percent in abundance.

3) The call flow was handled efficiently and in better way than the in- house team even at peak hours and regardless of call traffic. (22 percent in majority and 27 percent said as on an average basis).

4) 24 percent saw and observed moderate improvements in flexibility and scalability of work while 19 percent reported a noticeable boom in the work methodologies.

5) 30 percent noticed a moderate increase in productivity while the number of abundant growth was limited to 10 percent.

6) 39.7 percent reported that they were very satisfied and pleased with the performance of their outsourcing vendor. The percentage of somewhat satisfied amounted to 49.2 percent.

The survey presents the new global face of call center industry and its services. India, which has become outsourcing specialist, is known for the quality services regardless of the boundaries of nation and time. The vast population speaking English and other foreign language, technically sharp minds and human work force available at 50 to 80 percent low rates as compared to U.S or U.K labor charges, draw the attention of most of the companies of various industry segments.

by: Maria Richards

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