TMCnet Call Center Outsourcing Week in Review

Happy February Friday, and it's time to wrap up another week in the world of call center outsourcing.

Call center outsourcing companies can lower the cost of their contact handling and workforce optimization infrastructure by up to 43 percent over a five-year period by utilizing cloud-based offerings, rather than installing equipment and hiring additional staff in their own facilities. This information was recently disclosed in a Frost & Sullivan (News - Alert) report titled, “Premise Vs. Hosted Contact Center: Total Cost of Ownership Analysis.”

A recent article posted by Enterprise Apps Today deals with a topic many companies are wrestling with these days, specifically how consumers want a consistent user experience across all channels from companies, and how that’s a real challenge for companies. Basically what that means is that if a customer calls the contact center and deals with a rep there, the next e-mail they get from the company needs to reflect the fact that whoever sent the email from the company not only is aware of the phone conversation, but has acted on it.

In today’s economy with most companies facing tight budget constraints, call center outsourcing has become a necessity for long term success as it significantly cuts costs. Recently, call center outsourcing provider SYKES, expanded SYKES Home, a virtual call center model in which customer service professionals can efficiently work out of their homes.

In the world of call center solutions, there is little that is as powerful as a testimonial provided by a satisfied customer. For iNexus, a recent customer testimonial not only demonstrated the value the company could provide for the customer, but also its superior performance when compared with other market players. Procall, a call center outsourcing operation, recently shared its satisfaction with the cloud based predictive dialer and other call center solutions offered by iNexus. Having worked previously with companies such as TouchStar, Five9 (News - Alert) and Stratasoft, Procall shared that the NexInteractive offering was a far superior choice.

Advances in mobile communications, combined with global financial difficulties of the past few years, are having a significant impact on call center outsourcing companies like Sitel, and on their clients. Unsurprisingly, this is especially apparent in the financial services and banking sector. In a video on this topic, Don Berryman, general manager of Sitel’s Americas division, and Carey Box, senior vice president of Sitel’s global account management explain how their company’s focus has changed to help banks refocus on customer service.

That's all for this week in the world of call center outsourcing. See you again next week!