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Whatís in Demand in the Call Center Segment?

by: Sarah Joson

Tuesday, September 10, 2013 | Outsourcing News |

As the voice segment continues to grow in the global outsourcing industry, it was found that buyers are no longer looking to cut costs for they are more interested in improving the customerís experience.

According to a post at CIO.com, voice services buyers are looking for solutions that will help them retain more customers, facilitate and address inquires through various platforms, and collect and analyze metrics better.  

CIO.com used Everest Groupís contact center outsourcing annual report, where the organizationís Vice-president for research relations Katrina Menzigian said since the global economy is at a rapidly growing state, companies want something new and different to offer to their customers. This is one of the reasons they are inclined to look for service providers that can carry out what they need.

Here are the other trends in the call center industry that are included in Everest Groupís report:

The return of call center services

The global call center sector experienced a slowdown in 2009, but made a comeback last year as spending on call center services in the US improved. In 2012, revenue for the sector increased 7-8 percent in the US alone, ranging from $65 billion to $70 billion.

Since the industryís slowdown, new opportunities came about and the demand of their customers changed. It then urged buyers to tap those opportunities and address the demands of their clients. These include a seamless experience using online chat support, toll-free number, mobile apps, and social media.

It was also found that even if voice support is dominant in the customer service segment, non-traditional channels grew 35 to 50 percent in 2012. One of the key segments buyers are looking for is social media management.
Contracts are seen changing as well

The Everest report which covered over 400 call center outsourcing contracts stated that service offerings were changing and providers are more focused on offering clients an end-to-end service that can deliver value-added services to the customer.

Contracts nowadays are also seen to have more emphasis on analytics and roadmaps, which are used to help clients understand their operations and help nurture relationships between parties. 

Pricing models are likewise seen changing where contract pricing is now more flexible, unlike before when everything was based on the number of employees or on the transaction itself.

Lastly, onshore operations are on the rise as new buyers are looking for more onshore support.


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