The ‘middle-tier’ of the UK outsourced contact centre space is potentially precarious, squeezed between smaller niche providers and the global BPO (Business Process Outsourcing) firms. For many clients the ‘middle-tier’ offers a more flexible, focused delivery model than larger rivals, with the added reassurance of direct relationships with their suppliers’ leadership teams.
However, outsourcing can be hard business, typified by low margins and demanding clients. Today these challenges are compounded by increased customer and technology demands, which outsourcers need to be able to anticipate and meet in order to succeed.
The last 12 months has seen significant changes in the mid-market space – consolidation, business failure and new investments – which we reviewed in the infographic, below.
Middle-Tier CC Consolidation - Feb 2019
If you’re a current or potential client of a middle-tier provider and want to work through the implications of these changes – or you’re in the middle-tier and trying to decide where to head next – drop us a line hello@channeldoctors.co.uk
Publish Date: February 18, 2019 |
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