The Future Of Contact Centre Outsourcing

1
The Future Of Contact Centre Outsourcing

• Arranged By Offshore Business Processing Contact
  Centre Solutions

2
Outsourcing By The Numbers

• Organizations now spend more than 300 Billion
  annually on contact centre services.
• 78 of the 300 billion spent was for in-house
  operations, while 22 was for outsourcing.
• Outsourcing spending has grown between 8 and 12
  annually while in-house spending has been
  relatively flat.
• Consistent annual budget cuts, challenges for
  customer service and increasing contact volumes
  have led companies to increase outsourcing.

3
Global Contact Centre Outsourcing

• The Philippines has become the preferred choice
  for offshoring BPO customer service for American
  English-speaking customers this is the result
  of a better cultural alignment with the West and
  a less significant accent.
• India remains an attractive choice for technical
  support work.
• Mexico and Central America have become two of the
  new near-shore options for some companies because
  of expansion and capacity.

4
High Customer Satisfaction

• Servicing via social media boosts customer
  satisfaction by 15-20, overall satisfaction
  scores continue a five year upward trend.
• Email, web self-service, chat, and other online
  techniques account for more than 30 of customer
  service engagements.