2007: A Challenge for Call Centers

Filed in archive Outsourcing News on March 7, 2007

Call centers are considered as one of the most common outsourced task for companies. In fact, it is also regarded as the first tasks to be outsourced.

For this year, Datamonitor predicts that it would be the year of "challenges" for the call center industry. Peter ryan, an analyst for Datamonitor explained this statement saying that "the call center industry is now looking to adopt more third-party customer care services than ever before. This means that their horizontal functions will be shifting to more profitable requirements. Additionally, the need to satisfy demand from multiple contact channels as opposed to strictly voice-based services will be crucial for success over the long term."

This means that the call center industry is not just keen on performing one particular function but other tasks as well. Personally, I see this as the development of the whole call center industry and of course, when there is development, there is change. Hopefully, outsourcing providers would be able to accommodate the changes and could work out a strategy beneficial for both companies and outsourcing vendors.