[CONTACT CENTER] Web-based Customer Interactions Unfold New Opportunities for Contact CentersSmita Vasudevan
After going through a relatively sluggish phase in 2009 and 2010, the customer care outsourcing industry is getting back on track.
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.
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 America” he adds.
[INDUSTRY SPECIFIC] Industry-specific BPO Will Continue to Evolve
[HUMAN RESOURCES] Small, Shorter Term Deals Setting New Trends in HRO
[FINANCE & ACCOUNT OUTSOURCING] FAO Market Is on a Roll
[CONTACT CENTER] Web-based Customer Interactions Unfold New Opportunities for Contact Centers
[PROCUREMENT OUTSOURCING] Procurement Outsourcing: On the Rise, Flush with Deals
[ANALYTICS OUTSOURCING] Analytics Outsourcing: Gaining Ground
more . . .