Contact center outsourcing moves away from cost containment.Outsourcing (1) Contracting with outside consultants, software houses or service bureaus to perform systems analysis, programming and datacenter operations. Contrast with insourcing. See netsourcing, ASP, SSP and facilities management. has been seen in both a positive and negative light over the course of the years since it has become a popular business model. Depending on the way it's it's 1. Contraction of it is. 2. Contraction of it has. See Usage Note at its. it's it is or it has it's be ~have looked at, outsourcing can have a strong set of benefits, or enough negative possibilities to counteract the reasons for outsourcing in the first place. In a recent study by Unisys Systems that looks at Outsourcing in 2007, it was revealed that outsourcing will shift to more than just a focus on cost, but rather on other benefits such as security and data protection as well as access to better skills. "Overall the global outsourcing debate will become less about cost containment cost containment, n the features of a dental benefits program or of the administration of the program designed to reduce or eliminate certain charges to the plan. and more about accessing the best IT skills and expertise. Global sourcing will apply equally to IT outsourcing and business process outsourcing Business process outsourcing (BPO) is the contracting of a specific business task, such as payroll, to a third-party service provider. Usually, BPO is implemented as a cost-saving measure for tasks that a company requires but does not depend upon to maintain its position in ," the study noted. While the study focused mainly on IT factors in outsourcing, many of the same demands and tactics can be applied to contact center outsourcing, where cost savings may not be as beneficial as the other reasons to outsource outsource verb To assign specific work to a 3rd party for a specific length of time at an set price and service level Managed care To use outside labor to perform functions–billing and collections, accounting, janitorial services, ER . A similar look at contact center outsourcing can be seen when one considers that outsourcing contact center needs was once driven by cost containment but a backlash began when companies realized that though they were saving some money on agents' hourly rates by utilizing lower-wage agents offshore, looking to domestic centers made more sense because higher quality, what really mattered, improved customer loyalty. One of the four factors Unisys believes will influence the new trend in outsourcing points to a more conscious focus on customer loyalty as a reason to outsource. Additionally, elements such as protecting customer data are also important and play an equal role in the reason why contact center outsourcing can benefit a company as they launch a campaign or look for quality support for their customers. Just looking to cost savings and not realizing the effects of an outsourcing partner gaining access to all your customer information can prove troublesome if a focus on maintaining loyalty via better protection and solid relationships with that outsourcing partner is not in place. www.unisys.com By Stefania Stefania is a genus of tree frogs. Species
|
|
||||||||||||||||||
Printer friendly
Cite/link
Email
Feedback
Reader Opinion