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Top : Outsourcing Contact Centers and Customer Service : Page 2: More and more companies are outsourcing their customer service process and their call and contact centers. Learn about the pros and cons, dangers and successes.
Articles:Outsourcing Market Losing Some Steam - CCT Outsourcing - - by n aWhile some areas are growing at a healthy rate -- such as revenue from business-process outsourcing deals -- other areas suffer from anemic growth rates. For example, over the past few years, the value of traditional I.T. outsourcing deals has been marked by steadily declining, single-digit growth rates. (Added: 6-Feb-2006 Hits: 138 ) Compensation and the Remote Agent - by Basil Barnett Employers in labor-intensive industries struggle every day with the salary vs. service dilemma: how to create a compensation structure that will motivate their workers without undermining the economics of the business. Customer contact centers and contact center agents are often at the center of this debate. Building, maintaining and operating a contact center is an expensive proposition, with the costs for bricks, mortar, benefits, and wages clearly visible on the balance sheet. Poor customer service is expensive, too, but the costs are more difficult to measure. They are manifested in the call not answered or resolved, the sale not made, the unhappy customer lost to the competition. (Added: 19-Jul-2005 Hits: 220 ) When the Customer Isn't Right - Offshore Outsourcing - by na Indian I.T. vendors have an unmatched commitment to customer service. But that positive can turn to a negative, when consultants who know what the customer is requesting isn't what they need don't speak up, instead giving customers exactly what they asked for. (Added: 12-Jul-2005 Hits: 330 ) Are You Ready for Outsourcing? - by Amelia LaRoche When should your company’s internal call center seek a partner? The lure of an external contact center’s 24/7 availability, glossy brochure showing smiling agents, expensive technology, and the promise of weekly reports, should all be pushed to the side until your company takes a long inward look. (Added: 19-Jul-2005 Hits: 184 ) Call Centers Tap People Who Want to Work at Home - by Sue Schellenbarger Now, working at home is taking a leap forward -- in the customer-service arena. Instead of sending call-center work to India or the Philippines, a growing number of consumer-products and -services companies, from Office Depot and J. Crew to Wyndham Hotels and Sears Holdings, are outsourcing work to people in their homes here. (Added: 6-Feb-2006 Hits: 229 ) Gartner Says 80 percent of Customer Service Outsourcing Projects Aimed to Cut Costs are Destined to Fail - by Laurence Goasduff Gartner research director Alexa Bona today presented 'The myths and realities of customer service outsourcing' at its Customer Relationship Management Summit 2005 in London. The presentation identified business risks associated with customer service outsourcing, contradicted a number of misconceptions surrounding the dominance of offshore call centres and offered key recommendations to make customer service outsourcing pay. (Added: 15-Feb-2006 Hits: 134 ) Related Categories:
Communicating With Customers Pages Updated On:
28-Jan-2008
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18:26:07
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