by: Sarah Joson
Wednesday, March 30, 2011 | Outsourcing News |
Because of the increased demand for broadband services in Russia, the contact centre outsourcing market focused more on customer care services. This strategy became a factor for the said sector to recover, and develop over the past couple of years.
According to Iwona Petruczynik, a Research Analyst for Frost & Sullivan ICT group, “There is an increasing trend toward the use and deployment of interactive voice response (IVR) and automated service technologies," and adds “It has proven to be a very effective way to reduce cost and enable outsourcing companies to provide more services with the same number of agents.”
On the other hand, majority of consumers are still not comfortable with the new technologies that are being used for customer support operations. But, according to the observations of Frost & Sullivan, IVR is becoming more and more recognized by technology-literate consumers.
The local Russian call centre (customer support) market is also worried that knowledgeable and qualified employees will be scarce in the upcoming years. Petruczynik brought light to the situation. "Market participants have concerns that there will not be enough young employees to fill in-house call centres and a number of companies will be forced to outsource their services. However, this situation may create a conundrum, as the lack of agent talent could result in in-house centres competing with outsourcers for employees."
Another concern is the deficiency or lack of tools needed for the contact centre industry in Russia to grow substantially. The Russian Government strategized and declared a new policy that supports funding and developing contact centre operation sites in Novosibirsk, Nizhny Novgorod, St. Petersburg, and Dubna.
Now, BPO companies in Russia are working on improving their infrastructure for multimedia contacts, so that they will be able to accommodate the high demands in customer support. But, even with the new technological advancements, “human” and voice-based services still lead the outsourcing industry.