Contact Center Outsourcing
Lessons from the Enterprise
Enterprises strive for service excellence to win new accounts and to serve existing customers, establishing long-term purchasing loyalty. The contact center, as the focal point of communications, is a strategic asset in achieving this goal. Customers have ever-rising expectations of service quality, and enterprises need to invest heavily in systems and staff to meet their demands. An alternative for these enterprises is outsourcing, in which some or all of the contact center operation is managed by one or more third-party organizations. This white paper examines three aspects of outsourcing:
- The business and technology factors driving the trend
- The communications infrastructure needed to support a multitenant contact center
- The experience of outsourcing, as illustrated in case studies from enterprises in diverse industries
These examples demonstrate that outsourcing firms offer a wide array of services and, through strategic client relationships, provide enterprises with both financial and customer service benefits.