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Customer service is still treated as a cost-only activity, with offshore outsourcing of support services increasing to its highest ever level over the next few years.
Customer service is still treated as a cost-only activity, with offshore outsourcing of support services increasing to its highest ever level over the next few years.
A report by analyst Nelson Hall predicts that the BPO (Business Process Outsourcing) market will be worth $450 billion by 2012, a figure which includes activities such as HR, finance and recruitment as well as customer service operations.
The predictable explanation for the explosion in outsourcing deals is the current economic depression, which is forcing cost cutting by businesses staving off the effects of falling revenues.
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