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Industry Research : Outsourcing All Or Part Of Your Call Centre

Outsourcing all or part of your call centre is an important business decision that needs to be properly evaluated. Research conducted by TARP (Technical Assisted Research Programs) highlights that internationally, Australia is lagging in its use of call centre outsourcing to achieve "Best in Class" (BIC) standards. The United States and the UK lead the way in their effective use of outsourcing.

There appears to be a correlation between the adoption rate of outsourcing and the maturity of a market. The adoption rate of outsourcing has increased over the past six years in Australia and is likely to see strong growth over the next three to five years. This growth is likely to transpire from the increasing pressure to:

  • open new communication channels

  • manage and report on multiple channels in an integrated manner

  • move towards self-service models

  • lower operating costs

  • lower start-up costs

  • utilise new technologies

  • manage an increasing number of contact volumes

  • cope with demanding business needs stemming from increased competition

  • increase operating hours based on consumer demands

  • improve the quality of service to differentiate the Company brand represented.

Today's Tip of the Day - Employees

Read today's tip or listen to it on podcast.

Published: Monday, January 26, 2004

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