GS100: 2011 Global Services Compendium
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The Changing Market Scenario

The reviving market and burgeoning customer expectations are resulting in some transformational changes in the area of contact center outsourcing. Channels of communication are growing, customers are interacting more than ever and technology innovations by service providers are on the rise. Nancy Pryor, Senior Vice President, Customer Management, Convergys says, “The whole
customer experience now matters and the complexity of the customer experience ecosystem will mushroom.”Enterprises are realizing the fact that their customers are interacting in more than one way and are hence looking for service providers that are able to offer services on multiple channels. Sitel also holds a similar opinion and expects web engagement to be a major trend in 2011.
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“Established rules of communicating with customers have already changed, largely driven by a shift in demographics and how customers are using digital technologies. Emails and voice calls are being replaced by Facebook, Twitter and other online communities. Customers are taking matters into their hands, and participating in social media forums, blogs, and communities to find the answers they need. Here is the reality all companies must face, social media interactions are going to happen with or without you” says Amit Shankardass, Chief Corporate Strategist, Global Operations, Sitel.

Enterprises that are able to make customer interactions simple, serve customers on multiple channels, implement better technology and bring flexibility in their offerings will definitely have an edge over others. It is increasingly important for companies to be able to offer customized packages according to specific customer requirements. T. Scott Gross states in a white paper sponsored by Sitel, 'My way, Right Away, Why Pay?', “You really cannot serve great customer service from a script. It is a one-of-a-kind product. Gen Y does not like to be treated as a number and want their purchases to be just as customized.”

Growth Across Geographies and Verticals

The economic slowdown has made cost efficiency an even bigger concern for companies. This is driving outsourcing contracts to lower cost
regions. India, Malaysia, Mexico, Colombia, China and Philippines continue to be major hubs for contact centers across the world.

Latin America will remain an important destination for contact center outsourcing. "Overall, increasing pressure on profit margins and the global economic climate have boosted the demand for customer care cost savings, giving a leg up to the contact center outsourcing services market in Colombia and Peru," says Juan Gonzalez, Industry Manager, Frost & Sullivan. "Their ability to provide a fully integrated suite of end-to-end services has further reinforced their status as outsourcing hubs in
Latin Americahe adds.
 GS100: 2011 Global Services Compendium
View Digital Magazine    Download PDF

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