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Call Centers Outsourcing

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It is forecasted that by 2013 the number of outsourced call center agents working oversees will be doubled. Due to recent research the number will be growing at least until 2015. If correctly utilized, this data can define the priorities of call center deployments.

South Africa, North Africa, Eastern Europe, South America, and India are slowly becoming densely populated with bona fide organizations providing call centers outsourcing services. It is anticipated that a number of abroad-outsourced agent positions available in Africa and the Middle East will increase up to 22% from 2012 to 2013. By 2013, 40,000 of abroad-outsourced agents will be located in the area.

Companies are seeking to reduce their expenditures at all costs.

Therefore, new locations that have relatively cheaper labor costs are becoming extremely popular in in Europe, the Middle East, and Africa. French companies focus mainly on North Africa, Tunisia and Morocco in particular. Dutch and English organizations put a great emphasis on South Africa.

Another good location for call center outsourcing within EMEA is Eastern Europe, especially such economically stable countries as Poland and Czech Republic. 20,000 abroad-outsourced agent positions will be located in Eastern Europe by 2013 that are likely to provide services for Austria and Germany. For Spanish and British organizations, South Africa and India are major foreign markets. According to the report, the shift to these locations is expected, however, the growth of domestic outsourcing in the market will improve the economy of these countries too. Outsourcing in a great way depends on the vertical market. Those organizations that are engaged in the technology and telecom sectors tend to outsource. The high demand to reduce costs will make such companies invest more in future. Financial service companies do not progress constantly as they are quite conservative, especially when it comes to outsourcing. Although, taking into account the size of the financial call centers market, this type of market is thought to be the largest one. “The number of organizations looking for outsourcing their call center functions is increasing dramatically. The main reason for this is that they are not dominating in their businesses”, states Robin Goad from Datamonitor. “Yes, abroad outsourcing is expanding at an extremely high speed. However, the base for it is relatively small.” Regardless of the fact that cost savings are of great importance, the possible risks are too high for the majority of organizations, and as a result only the minority remains interested in the outsourcing. Organizations are still capable of saving money and improving productivity by investing in a domestic provider. We now may see the appearance of a combined outsourcing model that aims at keeping high value of call center activities within the same country or in-house. However, companies would like to shift labor intensive traffic offshore and low value to the next level. If the American company is to set up a new business in Europe, the first question to be asked is: is it needed to establish a pan-European center or is it better to position the center in a single county’s market? The pan-European center needs you to adopt a multitude of language systems. We will likely need specific software and switches to deal with skill-based routing as well as a voice processing system for providing language-based prompts. Phone network option will give you a helping hand in identifying the country of the inbound call. It is beneficial while the caller is likely to get the answer in his/her native language without speaking to a voice machine first. What options do you have in Europe? Well, they are as follows. The quality of telecom is similar in most of the countries, so basically they are different in terms of multilingualism, pricing, incentives and domestic regulations that improve call center’s activity. Historically, two camps exist in Europe: those that see no point in attracting call centers and those which put all their efforts to do the opposite. Germany and France chose the first path for some reason; however, the Netherlands, Ireland, Belgium, and the UK formed the core of the second group. French and Germans have understood their mistake and are now trying to attract call centers, especially those that are likely to serve lucrative pan-European market. On the other hand, the UK is bearing fruits as it now has a well-formed call center market. The recent research results prove that approximately 5000 call centers focus on British customers nowadays.

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