
Still more companies outsourcing customer contact
By Steve Ranger
Published: 8 March 2007 12:10 GMT
Offshore call centres will continue to grow - despite some companies pulling their customer care services back to the UK.
While last week Lloyds TSB became the latest company to decide to reduce its use of Indian call centres, earlier this week Barclaycard announced it is moving more work to Mumbai and Datamonitor contact centre outsourcing analyst Peter Ryan said it is short-sighted to predict the end of the offshore contact centre industry.
Investment in offshore markets will continue for some time as companies attempt to capitalise on lower costs and high quality client care, he said, predicting that more industries will be looking to adopt outsourced customer care services "than ever before".
Ryan said: "2007 will be one of the most challenging in contact centre outsourcing's history."
But Ryan said call centre operations will have to invest in web-chat, SMS and email technologies if they want to attract new customers, as well as offer systems tailored to specific vertical industries.
Companies will be looking for suppliers that can satisfy demand from multiple contact channels - rather than just voice, he said.
The analyst house predicts outsourcers will start to focus on higher-value services - such as business-to-employee care and technical support - which are likely to lead to higher revenues and profits over the long term.
could someone just publish a list of companies tha...
Anonymous
I Quite agree with Mr Anonomouse Director.
Barc...
Anonymous
I am cancelling my BT - landline and broadband. Th...
Suresh Karadia
There are too many good agents in India for compan...
Russ Sandlin
Due to the global nature of the group this will also include a high level of remote interaction with offshore and remote development centres as well ...
Ideally you will have experience in document process outsourcing or outsourced print rooms in particular. However as long as you are selling a back ...
Understanding of the offshore outsourced model. JOB TITLE: Business Development Manager-Offshore Services SELLING: Offshore Services SELLING TO: ...
Agenda Setters 2009
Welcome to the ninth annual Agenda Setters poll – silicon.com's list of the top 50 most influential individuals in the technology and IT industries, from techies and CIOs to entrepreneurs and business leaders. Find out more in our latest special report.
Stories from the web...
Copyright © 2008 CBS Interactive Limited. All rights reserved. Top of page
William Benn Future-proof your outsourcing: Stay flexible Size demands can fluctuate, scalability is key to success
Saritha Rai Why are Indian outsourcing companies such bashful suitors? No mega-mergers despite billions on hand