Why Outsource Call Center Operations?

WHY OUTSOURCE CALL CENTER OPERATIONS? Call Center Revenue S $15.2 B in 2008 $19.9 B by 2014 Excellent & Quality Customer Service 96% 80% of them stopped doing business with that company of Americans have had a bad customer service experience You can avoid this by outsourcing third-party call center services / highly-trained employees saves clients time. money, and often, face Changing Landscape of Support Platforms Voice still the primary Digital Channels [chat and email] Self-service channels communication channel used In the past 3 years: 12% 24% 25% rise in web rise in chat increase in self-service usage usage community usage Investing on Outbound Customer Support is Beneficial and Advantageous to Business 29% of enterprises currently invests in proactive outbound communications It is predicted that the range of channels for proactive outbound will increase, and will include service alerts, workarounds, customized cross-sell and upsell offers, and new knowledge base content. Businesses Can Rely on Experts on Different Fields Small businesses outsource tech needs 24% mainly web site maintenance Nearly 70% organizations are either currently using SaaS solutions for horizontal business processes like CRM or are interested in doing so. Reduced cost of operations Labor Hours Server Space Training Time Compliance Issues Quality Assurance Price of labor in other countries like the Philippines is lower than most companies' home headquarters. ONFINITContact Endless Opportunities www.infinitcontact.com Infinit Contact provides contact center outsourcing services to empower small to medium sized businesses and let them focus on their business cores. Sources: http://blogs.forrester.com/kate_leggett/13-01-14-forresters_top_15_trends_for_customer_service_in_2013 http://www.blog.openaccessbpo.com/tech-survey-call-center-outsourcing-trending-among-small-businesses/ http://www.ewa.ltd.uk/services/contact-centres/benefits-of-outsourcing.shtml http://www.freshbusinessthinking.com/business_advice.php?CID=0&AID=5151&PGID=1 %24 %24