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Study puts price on offshore service savings
Specifically, the new research calculates how much a financial services firm can cut costs by outsourcing its contact center. Article | 25 Sep 2003
Not every contact center outsourcer has a handle on social and mobile channels, according to a Constellation Research analyst.
Although it may seem like a cost saver, several factors can instead turn the initiative into something that costs more than the existing in-house contact center.
Proposed federal legislation would slow the exodus of call center jobs, but analysts question the intent behind it and effectiveness.
Contact centers will see overhauled programs for certifications next year that address the full range of channels, with emphasis on social media technology.
Specifically, the new research calculates how much a financial services firm can cut costs by outsourcing its contact center. Article | 25 Sep 2003