Why Is Contact Center Outsourcing Moving Onshore? | Market Insights™
June 23, 2015
3 indicators of the increasing preference for onshoring in contact center outsourcing
3 indicators of the increasing preference for onshoring in contact center outsourcing
Philippines and India hold leadership positions for English language contact center work
Contact Center-as-a-Service (CCaaS) will challenge traditional CCO value levers
Benefits:
Leading contact center outsourcing (CCO) providers are more likely than other providers to be using a balanced mix of high-, medium-, and low-cost delivery regions
Emerging CCO Trends: new geographies, SMAC solutions, customer experience labs, multi-channel solutions, industry-specificity
Value-added services in CCO are gaining quickly, with customer analytics and customer retention having maximum growth
Non-voice channel growth has led to increased adoption of multi-channel contact center solutions
As CCO matures, buyers demand more than labor arbitrage, resulting in changing solution characteristics
Contact Center Outsourcing (CCO) average Annualized Contract Value (ACV) doubled in one year
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