Businesses use contact center outsourcing to alleviate agent understaffing, expand customer service and reduce costs, but loss of control and service inconsistency are concerns.
Most CX leaders can find themselves evaluating whether it makes sense to rely on outsourcing to handle the tasks of an internally run contact center or to invest in completely new service requirements.
In the business process outsourcing (BPO) model, companies partner with a third-party provider to handle back-end or front-office business processes, such as legal, accounting and customer service. Benefits include operational scalability, global coverage, increased service hours and expanded expertise. Contact center outsourcing has traditionally been the largest component (about one-third) of the $350 billion global BPO market.
Examples of Outsourced Contact Center Functions
Continue reading at techtarget.com.
