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:
Published: Monday, January 26, 2004