Outsourced contact centres save money, says report

Posted by Paul Sells

Companies could use IT outsourcing services to make their contact centre operations more efficient, according to a new study.

The Contact Centre Business Transformation report by Datamonitor claimed that firms can work with an outsourcer to align their contact centre more closely with the customer relationship management aims.

According to the research, companies can benefit from reduced spending on infrastructure and human capital, as the outsourcer provides these, while the quality of service delivered to customers can be improved and corporate risk eliminated.

Peter Ryan, lead analyst for call centres and business process outsourcing at Datamonitor, commented: "In light of escalating costs and service demands we are seeing a focus on new and innovative contact centre operating models."

Jeff Smith, chairman and chief executive of Teleperformance UK, which commissioned the research, also said firms who used outsourced contact centres can maintain communications with their customers while working within a reduced budget.

Earlier this year, Tink Taylor, managing director of online marketing agency dotMailer, predicted that email advertising will be used more across social networking platforms over the next year.