11 Dec

Call Center Outsourcing Trends In Telecom Industry

Today, Businesses are facing new challenges – to meet the ever increasing expectations of their customers in 2015. Today’s technology-savvy customers desire the best customer experience that can be delivered from a multi-channel and multi-lingual contact center. However, it is difficult for small and medium scaled businesses to determine and fit an in-house, multilingual, multichannel call centre within their budget. So for them, it is much easier to prefer call centre outsourcing (CCO). The call centre outsourcing industry is changing rapidly to deliver the maximum level of customer experience. Learn the top 6 call center services key trends that will shape the Call Center Outsourcing industry in 2015 and beyond.

Top 6 Call Center Outsourcing Key Trends in 2015

This year, it is the right time to look into the new trends and innovations that will enhance the evolution of the best Call Center Outsourcing (CCO) and Business Process Outsourcing (BPO) sectors. Here are the top 6 call center outsourcing key trends that will rule the outsourcing industry in 2015.

  1. Main Business Process Improvement (BPI)

BPI builds the industry and acts as a major driving factor in the field of call center services and BPO. It offers improvements in business processes in terms of cost, quality, speed and flexibility.

Business Process improvement

  1. Importance of Customer Experience

Today, most of the call center and BPO services are evaluating their strategic levels in order to contribute to the customer journey and experience. This theory has transformed the focus of businesses from the search for a low budget customer care provider to a more tactical form of outsourcing.

  1. Multichanneling Approach

Delivering a real multichannel strategy for many businesses can be quite a difficult task. However, an outsourcing call center offers a comprehensive multichannel customer care and service strategy to their trusted clients.

4. Developing and Sourcing the Right Talent

Third party contact centres are well-known for supplying the right person with the perfect skill for the exact job. This strategy gives the call center service providers a broad competitive advantag

5. Industrial Specialization

Industrial Specialization will become a pre-requisite for selecting a call center outsourcing partner in near future. Most of the businesses are interested in partnering with a true vendor with industry expertise rather than a call center service provider.

6.Near-Shore Locations

Nowadays, there’s another third party feasible choice – near-shore call centre service providers. It allows businesses in the United States to outsource their contact center services to different multilingual and multichannel fields.

Many versatile countries have become an increasingly attractive choice for companies serving different industries looking to outsource their customer service. These top 6 outsourcing call centre trends will surely rule in 2015 and beyond, in marketing strategies.

 

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Comments

  • Asiateloutsourcing | Pearltrees, posted on 01 Jun, 2016

    […] These developed countries have faced several challenges just like the BPOs in India. However, the firms that operate in the BPO space in India face their own challenges as far as the execution of business is concerned. For instance, one of the foremost challenges faced by the BPO firms in India at present is the instability and the formless way in which infrastructure and logistics management are being involved. The Main Challenges Faced By BPO Firms. The Future of Business Process Outsourcing Industry. Difference Bewteen Inbound and Outbound Marketing. What Does Business Process Outsourcing Services Mean? 4 Best Call Center Practices for Great Customer Experience. What is Business Process Outsourcing. Top 6 Call Center Outsourcing Key Trends. […]

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