Already firmly established as a major business, technology and customer imperative, contact center outsourcing will see continued growth over the next decade, according to a new report by Aberdeen Group, a leading IT market analysis and consulting firm.
“The outsourced contact center (OCC) industry has been buoyed by the ongoing financial and economic pressure on companies to cut costs, and fueled by the increasing level of network and infrastructure capacity,” said Christopher Fletcher, Aberdeen Vice President and Managing Director, Customer Relationship Management and author of the report, “The Customer Contact Center: Technology, Trends and Investment Plans 2003-2004.”
“In addition to the short-term financial and business implications for users and vendors alike, the outsourcing of contact centers either to domestic outsourced providers or to companies with contact center facilities located offshore has significant economic and social impact. Political and legal concern relating to the outsourcing of contact centers, and in particular to the shifting of contact center jobs and investment to locations outside of ones national borders is growing and will continue to provide significant social concerns to voters, businesses, and the government.
The largest increase in the use of OCC services is expected in contact centers with between 250 and 1000 agents: each of the three segments in this range, with agent populations ranging from 251-500 agents, 501-750 agents and 751-1000 agents, expecting their use of OCC services to increase by more than 33 percent in the next 18 months.
“The Customer Contact Center: Technology, Trends and Investment Plans 2003-2004” provides a global perspective on outsourced contact centers. 51 percent of the contact center executives that participated in the study are located outside of the U.S; participants from Europe accounted for 18 percent of the total; 16 percent were from the Asia/Pacific/Australia/New Zealand area; 7 percent were from Canada and 6 percent were from Latin America and Africa/Middle East.
Copies of The Customer Contact Center: Technology, Trends, and Investment Plans 2003-2004 can be downloaded at no charge by registering on Aberdeen's Web site. Visit www.aberdeen.com to obtain a copy of this report.
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