Whether it is to add capacity in specific areas, helping expansion into new markets or bringing down costs, outsourcing is a central part of customer service. According to the Everest Group, nearly a quarter of contact center activities across the globe are outsourced, meaning the market is worth $75-78 billion every year.
Today, customer service is a global industry. Consumers all across the world are demanding faster responses to their questions – and increasingly the power of the internet and technology means that the answers can come from contact centre agents located in different countries.Africa is a growing location for contact centres due to its skilled workforce with multiple languages and strong ties...
Given the current budget pressures on the public sector, there is a major move to outsource services to try to deliver better value for citizens. Whether for central or local government, areas such as IT, payroll, cleaning and waste collection are now being provided by private companies with this trend set to intensify.This affects customer service in two ways – firstly, customer contact is ...