Call center outsourcing
Call center outsourcing
Outsourcing a call center is an excellent way to generate sales and help current customers with tech support and customer support issues. While some larger companies have the money, time and resources to put in place their own call center, most smaller and mid sized businesses opt for a streamline approach to call centers and choose to outsource their call center needs. This section how you tips to manage your call center.
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Highlights
As the economy begins to show signs of recovery, the contact center industry is expected to fare better in 2010. While budget challenges will persist, economic recovery is expected to kick in which will drive the focus back to customer acquisition. Apart from efficiency, focus on effectiveness and driving customer satisfaction ratings will also resume focus.
When most managers think about improving call center retention, they think of using rewards and recognition to keep people engaged in their work. This paper discusses how performance support systems accelerate the productivity and efficiency of call center personnel faster than ever – from day one – while simultaneously improving sales and service levels and keeping customers happy.
Indian companies from high-growth sectors like telecom, retail, banking and financial services are amongst the leading buyers of IT and BPO services. Aggressive adoption of IT and centralization of operations will further serve as key enablers to outsourcing.
Duncan Pescod, permanent secretary for Commerce & Econommic Development for the Hong Kong Government, believes that the call center is one of the factors causing a change in consumer behavior. He points to the call center as the bridge connecting businesses and customers. He calls on the contact center industry to continue improving and keep pace with changing community demands.
The BPO industry has grown at a frenetic pace. However, the last two years have been challenging for several service providers due to the uncertain economic conditions. The Indian BPO industry that was growing at a rapid pace (CAGR of 30+%) from 2004-2008, experienced a slowdown for the year 2008-09 (with a growth rate of 17% per annum). Revenues from the Indian BPO industry were $12.8 b in FY 2008-09.
The healthcare industry, especially in the US is highly dependant on insurance. Physicians and doctors are required to document all their cases for insurance purposes. Earlier, doctors used to transcribe the notes themselves, a function which was later taken over by secretaries.
Outsource Partners International, Inc. (OPI) has welcomed its 3,000th professional to the company. This milestone comes just twenty-one months after OPI reached its previous milestone of 2,000 employees.
For every cloud there is a silver lining. In the case of Asia's call center, the silver lining is more like a gold mine for the outsourcing industry.
