Offloading internal contact centres drives significant benefits, says report
Wednesday, March 10, 2010
Contact centre business transformation is a viable option to generate immediate and significant cost savings, according a Datamonitor whitepaper.
The transformation practice involves an enterprise-outsourcer partnership with the express purpose of improving CRM-related business performance whilst reducing risk and costs.
According to Datamonitor and Teleperformance, who commissioned the report, transformation can be achieved by re-engineering processes and transferring contact centre facilities to the outsourcer.
Peter Ryan, lead analyst for call centres and BPO at Datamonitor, comments, “In light of escalating costs and service demands we are seeing a focus on new and innovative contact centre operating models. Business Transformation has emerged as a viable option to generate large and immediate cost savings.”
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