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Outsourcing of contact center operations has often been shown to save the organization money, while also improving productivity and efficiency.
Outsourcing of contact center operations has often been shown to save the organization money, while also improving productivity and efficiency. When that outsourcing happens to be offshore outsourcing, even further savings have been known to be realized, despite the controversy that such a practice can cause.
According to Avaya (News - Alert) research, industry statistics show that organizations spent $113,6m globally on call center and business process outsourcing (BPO) services in 2005, and another $123,4m in 2006.
This number is expected to increase to $133,2m this year and $145,4m in 2008. Avaya points to customer relationship management and human resources as the most popular business processes to outsource. Following closely behind are financial services, such as retail banking, insurance claims and then billing and debt collections.
North America definitely has the largest share of the BPO market, followed closely by Europe, Asia Pacific and central and Latin America, Middle East and Africa, according to Avaya research. Interestingly, many of these markets that outsource services also are home to expanding outsourcing industries.
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