The contact center represents the ears of the organization, collecting invaluable customer data that can lead to overall business improvement and increased revenue. Consequently, companies don’t want to hand over their contact center operations to just any agency. Nor do many want to hand over the entire operation.
To get a better glimpse of what’s happening today in contact center outsourcing—including what percentage of organizations currently outsource customer contacts, what types of contacts they are outsourcing and the biggest outsourcing benefits and challenges they’ve experienced—ICMI surveyed 279 call center professionals. Most were from North America, but managers around the globe also responded in late-March/early April 2006.
The 2006 Contact Center Outsourcing Report includes the following:
- Contact Center Outsourcing Survey Results
- Foundations of Effective Call Center Outsourcing
- The Truth about Global Outsourcing: 10 Lessons Learned about the Difficulties of “Getting It Done”
- Call Center Recall: Bringing Outsourced Operations Back In-house
16 pages, PDF download (requires Adobe Acrobat or Reader)
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