The Future of the Call Center Outsourcing Industry

THE FUTURE OF CONTACT CENTER OUTSOURCING OUTSOURCING BY THE NUMBERS Organizations now spend more than $300 BILLION annually on contact center services. 78% of the $300 billion spent was for in-house operations, while • 22% was for outsourcing. Outsourcing spending has grown between 8% and 12% annually while in-house spending has been relatively flat. 8% 12% Se Consistent annual budget cuts, challenges for customer service and increasing contact volumes have led companies to increase outsourcing. GLOBAL CONTACT CENTER OUTSOURCING The Philippines has become the preferred choice for offshoring customer service for American English-speaking customers - this is the result of a better cultural alignment with the West and a less significant accent. India remains an attractive choice for technical support work. Mexico and Central America have become two of the new near-shore options for some companies because of expansion and capacity. HIGH CUSTOMER SATISFACTION Servicing via social media boosts customer satisfaction by 15-20% Overall satisfaction scores continue a five year upward trend. Email, web self-service, chat, and 30% other online techniques account for more than 30% of customer service engagements. INFINIT-O www.isg-one.com/knowledgecenter/whitepapers/private/p- pers/White_paper_-_A_Peak_Time_for_Contact_Center_Outsourcing.pdf cfigroup.com/resources/white-papers/call-center-satisfaction-index-2012-ccsi Endless Opportunities US: +1 (866) 727-2504 UK: +44 (292) 002-6274 Australia: +61 (2) 8405-7542 [email protected] www.infinit-o.com