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Call centre outsourcing buyers want more than cost savings

Stephanie Overby | Sept. 9, 2013
As the market for contact center outsourcing has matured, buyers are increasingly looking for sophisticated support from suppliers to enhance the customer experience across multiple channels, which include mobile apps and social media.

Service providers are also investing more in analytics beyond basic reporting with a goal of offering predictive modeling for their clients. Outsourcing clients themselves are focusing more on their call center relationships in order to achieve more of the business outcomes desired.

"They realize they need to invest in the relationships they have with their service providers," says Menzigian. As a result, many are rationalizing their provider portfolio and working more closely with a core group of vendors.

The industry is also seeing a shift in pricing models, according to the report. While pure headcount-based, fixed-fee and transaction-based pricing are all on the decline, hybrid pricing (which incorporates a combination of pricing mechanisms) is on the rise. "Clients are taking a much more detailed look at the activity within the contract and trying to identify how to better align the desired outcomes through pricing."

Customers — particularly those inking new contact center deals — are also looking for more onshore support, according to Everest Group, resulting in a more balanced geographic support model.


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