In brief
Outsourcing, especially of contact centres, has traditionally been the preserve of larger operations where the scale and potential benefit, especially through offshoring and labour arbitrage, has justified the effort and transformation costs.
However, one of the benefits of the transformation opportunities created by Covid has been that customer management outsourcing models are now more flexible and cost effective for smaller operations. Furthermore, technology developments mean the potential benefits go well beyond cheaper heads and facilities and extend into providing access to wider proven toolsets such as AI and speech analytics.
These benefits build on the traditional benefits of converting fixed costs to variable ones and are not just limited to offshore operations. Additionally, more innovative commercial frameworks are ensuring that organisations are getting much more than “their mess for less”, through enabling partnerships which generate true benefits for all parties.
Crucially, the perception has been debunked that outsourcing of customer service operations is not suitable for premium brands and service, with many such larger organisations already benefiting.
Our whitepaper covers:
- The history – how customer management outsourcing has benefited larger organisations for the past 20+ years
- What’s changed – how technology and mindsets have evolved to enable smaller organisations to access the commercial and service benefits of customer management outsourcing
- One size doesn’t fit all – how and why different models exist to meet the range of needs for different organisations
- Where to start – how to understand the potential costs, benefits and timescales involved in driving service transformation through customer management outsourcing
