| The trend of outsourcing call center services and | | | | experienced by 21 percent in abundance. |
| operations is on the rise. The strategy of outsourcing | | | | 3) The call flow was handled efficiently and in better |
| business needs at minimal required expenses is seeing | | | | way than the in- house team even at peak hours and |
| the best of times. In a survey, it was revealed even | | | | regardless of call traffic. (22 percent in majority and 27 |
| now, when call center outsourcing is at its extreme | | | | percent said as on an average basis). |
| cost drives the decisions of key potential leaders of an | | | | 4) 24 percent saw and observed moderate |
| organization. 65.1 percent of the participants from | | | | improvements in flexibility and scalability of work while |
| various North American organizations were | | | | 19 percent reported a noticeable boom in the work |
| outsourcing because their call centers were providing | | | | methodologies. |
| quality solutions at affordable rates. In this survey 41.3 | | | | 5) 30 percent noticed a moderate increase in |
| percent said that they are outsourcing because their | | | | productivity while the number of abundant growth was |
| in-house team was unable to handle the workflow. 27 | | | | limited to 10 percent. |
| percent cited the 24/7 contact base with customers | | | | 6) 39.7 percent reported that they were very satisfied |
| as a reason for outsourcing. Another 27 percent were | | | | and pleased with the performance of their outsourcing |
| outsourcing to check if it could benefit them in any | | | | vendor. The percentage of somewhat satisfied |
| way. | | | | amounted to 49.2 percent. |
| However the respondents nodded in positive when it | | | | The survey presents the new global face of call |
| came to the output and results of call centers. | | | | center industry and its services. India, which has |
| The benefits cited in this survey were: | | | | become outsourcing specialist, is known for the quality |
| 1) 33 percent said that due to outsourcing their | | | | services regardless of the boundaries of nation and |
| operation efficiencies have increased where as the | | | | time. The vast population speaking English and other |
| costs have dropped down. 21 percent said that they | | | | foreign language, technically sharp minds and human |
| have same experiences in big quantities and too often. | | | | work force available at 50 to 80 percent low rates as |
| 2) 29 percent experienced and enjoyed the | | | | compared to U.S or U.K labor charges, draw the |
| convenience of being in touch with consumers all the | | | | attention of most of the companies of various industry |
| time in moderation whereas the same was | | | | segments. |