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Flexible Technology Upgrades Can Help Outsourcers Close Service Gap and Win New Business in Economic Downturn
Altitude Software (News - Alert) Sponsors Survey to 204 US Contact Centers on Use of Outsourcing
Lisbon, Portugal, February 3rd, 2009 Outsourcers are delivering reduced costs, more flexibility and specialist knowledge to US contact centers. But some perceived service shortcomings could be preventing them from winning more business in the current economic downturn, according to industry research now released.
These findings come from the US Contact Center Operational Review 2008 report by contact center industry analyst Contact Babel (News - Alert) and sponsored by leading global contact center solutions vendor Altitude Software. It analyzes the performance, operations, technology and HR features of 204 Contact Centers in the United States of America and brings new light to the US Contact Centers use of outsourcing services.
According to the report, when asked about the drivers for outsourcing, almost half of the respondents (47%) rate the cost-benefit ratio as the main factor, followed by the flexibility of quickly adding agents and running campaigns (35%), which directly results in better customer service and business results. The need to add specialized people to move forward (24%) and acquire specialist abilities unavailable in-house (e.g. foreign language or technical ability) (18%) are further highlighted as main drivers to use contact center outsourcers.
41% of respondents used outsourcers in some way in the last year, with almost a quarter (23%) reporting a less positive experience, citing lack of visibility or information, as well as service shortcomings. Outsourcing allows businesses to focus on their core business, to benefit from the experience and knowledge of specialist contact center operators. Outsourcers can take full advantage from business opportunities arising from the economic downturn, by providing significant cost benefits and a quality service delivery. Judicious investment in proven ROI technology is a way forward to successfully achieve this goal, states Steve Morrell, Principal Analyst at ContactBabel.
With an extensive track record of providing specialized solutions to contact center outsourcers, Altitude Software has recently updated its proven Altitude Unified Customer Interaction suite, the Altitude uCI 7.5, with a bevy of new features, delivering more flexibility and more value than ever to companies facing tough new challenges, enabling contact centers to go the extra mile to keep every customer and to chase every cent.
There is a clear opportunity for contact center outsourcers wishing to position themselves as the right business partner in the downturn. Altitude Software provides contact centers with the capability to develop flexible, productive, cost-effective high value-added operations in order to capture the best business opportunities arising from the economic crisis, says Mark Lepko, President of Altitude Software North America.
The Altitude uCI 7.5 now includes an enhanced agent desktop, able to achieve higher first call resolution rates. Also, the Altitude Voice Portal 7.5 enables intelligent self service, for both inbound and outbound, leveraging speech recognition and text to speech capabilities. The new campaign optimization features now available in the Altitude uCI 7.5 solution help contact centers become more competitive and effective in customer acquisition and retention.
The US Contact Center Operational Review 2008 is divided into nineteen separate sections each detailing a segment of the call center industry including Speech Technology, CRM, Outsourcing, Salaries and Recruitment, Multimedia and many other HR, and technological and business process areas. Each section presents an analysis of the surveyed data and wide-ranging statistics. The report also contains a Supplier Directory of organizations which provide services, products and solutions to the US contact center industry.
Flexible Technology Upgrades Can Help Outsourcers Close Service Gap and Win New Business in Economic Downturn
Altitude Software (News - Alert) Sponsors Survey to 204 US Contact Centers on Use of Outsourcing
Lisbon, Portugal, February 3rd, 2009 Outsourcers are delivering reduced costs, more flexibility and specialist knowledge to US contact centers. But some perceived service shortcomings could be preventing them from winning more business in the current economic downturn, according to industry research now released.
These findings come from the US Contact Center Operational Review 2008 report by contact center industry analyst Contact Babel (News - Alert) and sponsored by leading global contact center solutions vendor Altitude Software. It analyzes the performance, operations, technology and HR features of 204 Contact Centers in the United States of America and brings new light to the US Contact Centers use of outsourcing services.
According to the report, when asked about the drivers for outsourcing, almost half of the respondents (47%) rate the cost-benefit ratio as the main factor, followed by the flexibility of quickly adding agents and running campaigns (35%), which directly results in better customer service and business results. The need to add specialized people to move forward (24%) and acquire specialist abilities unavailable in-house (e.g. foreign language or technical ability) (18%) are further highlighted as main drivers to use contact center outsourcers.
41% of respondents used outsourcers in some way in the last year, with almost a quarter (23%) reporting a less positive experience, citing lack of visibility or information, as well as service shortcomings. Outsourcing allows businesses to focus on their core business, to benefit from the experience and knowledge of specialist contact center operators. Outsourcers can take full advantage from business opportunities arising from the economic downturn, by providing significant cost benefits and a quality service delivery. Judicious investment in proven ROI technology is a way forward to successfully achieve this goal, states Steve Morrell, Principal Analyst at ContactBabel.
With an extensive track record of providing specialized solutions to contact center outsourcers, Altitude Software has recently updated its proven Altitude Unified Customer Interaction suite, the Altitude uCI 7.5, with a bevy of new features, delivering more flexibility and more value than ever to companies facing tough new challenges, enabling contact centers to go the extra mile to keep every customer and to chase every cent.
There is a clear opportunity for contact center outsourcers wishing to position themselves as the right business partner in the downturn. Altitude Software provides contact centers with the capability to develop flexible, productive, cost-effective high value-added operations in order to capture the best business opportunities arising from the economic crisis, says Mark Lepko, President of Altitude Software North America.
The Altitude uCI 7.5 now includes an enhanced agent desktop, able to achieve higher first call resolution rates. Also, the Altitude Voice Portal 7.5 enables intelligent self service, for both inbound and outbound, leveraging speech recognition and text to speech capabilities. The new campaign optimization features now available in the Altitude uCI 7.5 solution help contact centers become more competitive and effective in customer acquisition and retention.
The US Contact Center Operational Review 2008 is divided into nineteen separate sections each detailing a segment of the call center industry including Speech Technology, CRM, Outsourcing, Salaries and Recruitment, Multimedia and many other HR, and technological and business process areas. Each section presents an analysis of the surveyed data and wide-ranging statistics. The report also contains a Supplier Directory of organizations which provide services, products and solutions to the US contact center industry.
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