Call Center Outsourcing from Russia Picking up Steam in the Global Recession
November 03, 2010
By Chris DiMarco
, TMCnet Managing Editor
As more companies attempt to cut cost and save profit in this global recession many are looking at call center outsourcing as a major way to accomplish reduction of cost. The call center outsourcing and hosting trend is picking up significant steam in Russia where improved infrastructure and the ability to offer more advanced services has many vendors adopting it in some form. As the economic climate in Russia has increases the outsourcing of growth of Russia as a whole, hosted and outsourced call centers are like to follow the trend and could see dramatic growth in Russian clientele.
Frost and Sullivan are prepping an analyst briefing on Russian Contact Center outsourcing trends with will discuss the outcomes and will take place on November 10.
“The market and technology developments in Russia are similar to those in Europe. This includes contact channel integration, agent performance optimization, and self-service improvements. These trends, however, fall 5-6 years behind the rest of Europe. In spite of this lag, companies providing outsourcing services will operate on the cutting edge, utilizing the latest, state-of-the-art technologies, as they will not have to rely on the contact centre ‘legacy’ technologies,” notes Iwona Petruczynik head research analyst for the Unified Communication and Collaboration group.
The competition in the Russian outsourcing market has few local leaders or international players and is currently disorganized, but those involved full expect a more mature fleshed out model to emerge in the coming years. Again with as large a market it as it had, the growth in the market is expected to be huge.
Chris DiMarco is a Web Editor for TMCnet. He holds a master's degree in journalism from Quinnipiac University. Prior to joining TMC (News - Alert) Chris worked with e-commerce provider Suresource as a contact center representative and development analyst. To read more of his articles, please visit his columnist page.
Edited by Chris DiMarco