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'Close to 25% BPO Market to be Automated in Next 2 Years'Automation is increasingly being used as the weapon to fight off productivity issues and rising costs in contact centers, and also as a way to improve customer service. Deepak Gupta, Business Unit Head, Contact Center, WNS, throws light on what this implies for the contact center industry.
Its Time For a Technology Revolution in Contact CentersIn the Outlook 2012 issue, we talked about transformations going on in the contact center outsourcing industry. The shift to automated technologies is one of the most visible and significant change taking place. Reports and expert views suggest that a significant percentage of customer service operations are getting automated and this is only expected to go up in the near future.
Social Media: How to Make Sense of All That InfoSocial media is no longer an option, it has become more of a necessity. Our recent article on social media pointed out the questions that should be asked before organizations take the plunge into the world of social media. Having looked at that, let us delve deeper to find the answers to some of these questions.
Outlook 2012-Contact Centers Being RedefinedMultiple channel interactions, technology innovations and increasing preference for self service is bringing about massive changes in the way contact centers work.
Contact Center Outsourcing Takes a New TurnThe reign of India as the leader of the outsourced call center operation has ended as salaries soared and the average cost of contact center outsourcing climbed too high to justify the destination. Now, even Indian businesses are moving to a contact center outsourcing strategy to take advantage of lower costs abroad.
Web-based Customer Interactions Unfold New Opportunities for Contact CentersAfter going through a relatively sluggish phase in 2009 and 2010, the customer care outsourcing industry is getting back on track.Expectations Around Customer Experience Are ChangingAndrew Kokes, Vice President, Global Product Management at Sitel, shared some insights with Sruthi Ramakrishnan on changing consumer behavior and how providers can best adapt to it. Excerpts from the interview:
Are On-Demand Contact Centers in Demand?More and more organizations are buying/exploring On-demand solutions, the economic situation has fuelled the desire to go on-demandOffshoring Outsourcing Harmful to Customer ServiceThe CCSI report found that offshore contact centers score 27 percent lower in customer satisfaction than those based in the U.S.Voice-based BPO Industry is RevivingUnified communication technologies that allow integration of voice with business processes and collaboration will help voice-based BPOs reinvent their offeringsPeople Not Processes Will Be The DifferentiatorThe BPO industry has matured from being process-driven to being people-oriented. Quality in the industry will highly depend on the 'happiness factor' and strength of 'partnerships'Five Benefits Of Outsourcing Your Contact CentreOrganisations that consider cost reduction to be the sole reason for outsourcing contact centre operations are overlooking several other substantial benefits. In this article, I'll review the most compelling reasons to employ a third-party provider to manage your customer care operationsGhana ITES Secretariat Initiates to Boost BPO FirmsCurrently there are 20 known BPO companies in the country, providing 3,000 back office jobs, mainly in the areas of call centre services, with a few offering business, technical and knowledge-based services for both local and foreign companies. The popular BPO companies in the country include Exzeed, the Vodafone call centre employing more than 1,000 people; E-Service, the MTN call centre; ACS Services, also employing over a 1,000 people, GCNet, Soft Tribe, Persol, Data Transmission and a few othersCall Center Sector Set to Grow in QatarThe global phenomenon of outsourcing manpower services to call centres organised and maintained by independent agencies is catching on in Qatar and experts say that the industry is set to continue developing over the coming yearsDelta Pulls Back Call-center Jobs From Wipro NewsDelta had outsourced over 6,000 call centre jobs to India, South Africa and Jamaica in 2002 with more than half of being handled by Wipro. Although Delta had closed three call centers in India in 2004 when it ran into financial problems, Wipro still managed to rake in an estimated $15-$30 million a year through this contract with Delta
'Close to 25% BPO Market to be Automated in Next 2 Years'Automation is increasingly being used as the weapon to fight off productivity issues and rising costs in contact centers, and also as a way to improve customer service. Deepak Gupta, Business Unit Head, Contact Center, WNS, throws light on what this implies for the contact center industry.
Social Media: Get the Real PictureAs social media is quickly gathering a lot of hype and interest among the business community, it will be interesting to delve deeper into the types of challenges that can bring along. An interaction with Andrew Kokes, Global Product Management, reveals the realties that enterprises should be aware of before they enter the world of social media.Social Media Revolution: Are You Ready For It?Are enterprises prepared to embrace social media. Reports and expert views suggest that some percentage has already made the move and a significant number is considering the move. There are important questions to be asked before an enterprise takes the plunge.Acqueon Introduces Advanced Contact Center Solution With Launch of AiQ 4.0Acqueon Technologies has announced the release of AiQ 4.0, the latest version of Acqueon iQ. AiQ 4.0 offers new social media and mobile application features to improve the customer experience and an improved SIP engine to give contact centers greater agility and the ability to support innovative telephony and web mashups.Customer LeadershipCustomer acquisition is one of the key factors for success in the services business. Customers represent lifetime value to the business. The quality of customers determines the stability of the business model, the potential to innovate, and the overall learning for the organization.Call Center Outsourcing Users Considering Quality In Addition to CostFrost & Sullivan shows that the call center outsourcing market earned approximately 18. 30B in 2010 and estimates this to reach 22.48B in 2017.
Rural Sourcing Offers Way to Keep Jobs at HomeBy basing workers in smaller cities where salaries and other costs are lower, companies like RSI, which focuses on IT work, say they can provide skilled employees at an overall cost comparable to offshore hotbedsAdvice on OutsourcingTo get a handle on outsourcings whys and hows, TMCnet interviewed Michael Clarkin, vice president of marketing for SykesHow Cloud Computing is Affecting Call CentresIn the last ten years, cloud computing has been used by forward-thinking firms across the globe, looking to increase their productivity, revenue and customer satisfactionOutsourcing the Help Desk at Troutman SandersAn outsourced help desk offered the firm increased availability and scalability in help desk operations, while gaining access to a team of technicians with superior skill sets to anything the firm itself could put togetherGartner Sees Shift in CEO Priorities as Organizations Focus on Customer RetentionCaution prevails as CEOs look to pay for future investments with cost savings obtained from existing IT operationsRecession Shifts Renewed Attention to U.S. Call CentersThe recession is changing what companies want in outsourced customer careOutsourcing: Telecoms Give Their Networks the Boot"Operators are increasingly shifting their emphasis from the engineering-centric stuff like running networks to customer-centric stuff like marketing, segmentation and customer service," says Jan Dawson, Practice Leader for Operations, Wholesale and Regulatory at Consultancy OvumGrowth in Outsourced Customer Care Services in Europe, Middle East, and Africa Undeterred: ResearchNew analysis from Frost & Sullivan, EMEA Contact Outsourcing Markets, finds that the markets earned revenues of 15.2 billion in 2008 and estimates this to reach $19.9 billion in 2014Best Performing Contact Center: Sitel WorldwideSitel once again bagged the top slot in the category: Best Performing Contact Center. Interestingly, this year's top 10 list of global contact centers has many surprises, including ACS making to the third slot from last years nowhere position, NCO Group jumping to fourth position from the last year's 10th slot, Convergys entering into the category for the first time and making to the second position
