By Stephanie Overby
Call center jobs have been a huge casualty of outsourcing, but recent research is showing that some of these roles are coming back onshore thanks to a shift in focus to customer experience and advances in technology. If your call center or help desk is currently outsourced, read on to see if a change in strategy might be in order.
Stephanie Overby writes, “There has been a notable increase in contact center onshoring activity in recent years, according to new research from outsourcing consultancy and research firm Everest Group. In 2015, the percentage of contact center contracts with significant onshore delivery climbed to 53 percent, up from 49 percent in 2013 and just over a third (35 percent) in 2010.
“‘The call center outsourcing value proposition has transformed over the years from labor arbitrage-driven cost containment to focus on delivering business outcomes such as high customer retention,’ says Everest Group’s research program director Skand Bhargava. ‘The focus on driving best-in-class customer experiences—along with technological advancement such as advanced analytical solutions, automation and multichannel solutions—is driving the move towards higher onshore delivery.’
“Indeed, so-called ‘enabler technologies’ accounted for about half of the reported investments by contact center providers from 2014 to 015—with analytics, automation and multichannel tools the biggest areas of spending, according to the Everest Group report. ‘CRM and communication technologies have become table stakes with most, if not all, providers including them within their portfolio,’ Bhargava says. ‘In order to differentiate themselves in the hyper-competitive call center outsourcing landscape as well as cater to enterprise needs, service providers have invested in enabler technologies.’”