With the vast knowledge and experience accumulated by seasoned call center outsourcing (CCO) clients, it has become apparent that labor arbitrage is no longer the key reason why they ink deals with call center outsourcing providers.
A report called "Contact Center Outsourcing - Annual Report 2014: Changing Times, Evolving Value Proposition" done by Everest Group has found that service providers are offering services that are geared towards improving the processes and business outcomes of their potential clients. This is also expected to reinforce a businessí revenue growth.
Last year, a seven-percent growth was witnessed in the call center outsourcing market and posted a value of US$70-75 billion. However, amidst the large number of new deals posted in 2013, it also posted a high number of terminations.
Digitaljournal.com explains more of the highlights in Everest Groupís report. The three trends that are believed to be shaping the global call center outsourcing industry are:
- Call center outsourcing partnerships are relying more on innovative tools. The study indicated that 70 percent of IT investments were allotted to analytics, social media, and workflow management tools.
- Value-added services are now playing major roles in call center operations. These have almost doubled from 48 percent in 2008 to 81 percent in 2013.
- Service providers are also working on developing their onshore capabilities to attract potential clients who are looking for ways to improve customer experience. Sixty percent of deals that were closed last year have major onshore delivery components.
Everest Group Vice-president of Research Relations Katrina Menzigian explained that over the years, CCO buyers have matured continuously and have developed goals that focus on maximizing their outsourcing campaigns. For service providers, she said these developments are pushing changes that are necessary and demanded by the CCO market, resulting to value-added services. Contract values increased last year, which could indicate the inclusion of value-added services.