The CCMA (Call Centre Management Association) has launched a report detailing trends and data in contact centre outsourcing in the UK.
Addressing the impact of global outsourcing, digital trends and working models, the UK Contact Centre Outsourcing Report makes it clear that the UK outsourcing industry remains superior in its ability to deliver world-class customer experiences.
The report provides insights into buyer trends, data related to the current UK BPO (Business Process Outsourcing) landscape, and guidance on the outsourcing procurement process.
It includes five reasons why organizations are outsourcing all or part of their contact centre operations:
- Cost and economics for delivering exceptional customer experiences
- Plugging gaps in internal capabilities
- Flexibility and transferring risk around business continuity and demand volatility
- Right-shoring and balancing commercials with experiences
- Infrastructure and interaction technology capabilities
“Here at the CCMA, we are aware of the current trend in outsourcing offshore,” explains Leigh Hopwood, CEO at the CCMA.
“However, in the UK there is a strong and growing industry that has an exceptional reputation for providing high-quality customer experiences for clients and their customers. This is coupled with the increasing attention given to looking after colleagues working on the frontline. This is good news for our industry.”
According to global outsourcing industry advisor Peter Ryan, “for UK outsourcing from a CX angle, the market has never been more opportunistic.”