Call Center Outsourcing Featured Article
Call Center Outsourcing Continuing to Prosper
By Susan J. Campbell, TMCnet Contributing Editor
The future, short-term business growth for these firms may be affected by competitive pressures and regulatory factors. The overall picture is still promising as the economic downturn actually helped to create a promising pipeline from existing customers and prospects.
“Despite the economic downturn, market participants in EMEA have high expectations for continued expansion plans with new and existing clients into 2009 and beyond,” noted Frost & Sullivan Strategic Analyst Michael DeSalles, in a company statement.
At present, the most obvious challenge within the call center is that of complexity, including increased diversity and complexity of products and services. There is also a need for agents’ multi-lingual skills, consumer demand for speed and multichannel media touches, and an increased emphasis on cross-selling and up-selling. EMEA providers continue to report that dealing with complex industry legislation and regulatory compliance issues is a continuing challenge.
“In today’s environment, it is increasingly common for clients in EMEA to require ‘blended’ delivery models, using a combination of onshore, near shore, and offshore customer contact centers,” explained DeSalles.
“The offshore option provides clients with lower labor costs and ’follow-the-sun’ service provisioning, especially for English-language call volumes, yet, hiring sufficient support for other European languages is a challenge for all providers.”
The market is especially promising for those vendors who offer multiple solutions and agent models, including client-in house agents, vendor brick-and-mortar agents, self-service options and work-at-home or remote agents.
Outsourcing firms with CEO support to execute a solid security and an established internal security practice are better equipped to meet these important client demands for data privacy, security certifications and regulatory compliance.
While the challenges within the global call center outsourcing market are likely to remain in place, the promise of the market can provide vendors with the resources they need to tackle these challenges and still remain profitable. It will be interesting to watch the dynamics of this industry as the economy enters a stage of recovery.
Susan J. Campbell is a contributing editor for TMCnet and has also written for eastbiz.com. To read more of Susan’s articles, please visit her columnist page.
Edited by Stefania Viscusi