Call center outsourcing is a popular resource among many businesses and according to multiple sources, the industry is steadily growing. A global call center outsourcing market 2020-2024 report projects that the market is poised to grow by $13.67 billion during the next couple of years.
The expansion of the outsourcing industry is happening all over the world and shows no sign of slowing down. As another report shows the global business process outsourcing market is expected to register a CAGR of 8.5% from 2021 to 2028. It is believed that the industry is benefiting from the increasing demand for business agility. In a search of ways to stay relevant during changing business dynamics companies turn to outsourcing as a way to decrease operational costs and concentrate on core tasks.
Deloitte says outsourcing has gained popularity in the Middle East, particularly Dubai and is projected to $6.8 billion by the year of 2023.
Another report suggests that the call center outsourcing market in Europe is poised to grow by $3.02 billion during 2020-2024.
Those numbers are a true testament to the rising popularity of the outsourcing industry. Moreover, statistics show that the call center has gone through a transformation due to the Covid-19 impact.
The pandemic has changed not only the way businesses operate but also customers’ behavior. With a sharp shift to digitalization, businesses were getting swamped with customer inquiries that created delays in communication. As a result, consumers started reaching out to businesses through other channels, like chats, emails and social media. This increased the demand for virtual functionality and accelerated the digital transformation of call centers.
Let’s look at some of the call center trends that are emerging from the COVID-19 outbreak
When the pandemic hit, many call centers had to move to the cloud sooner and faster than they planned to. Cloud-hosted capabilities offer a greater level of flexibility and availability as agents can access a system from wherever they are and at any time.
Here, we’re not talking about technology replacing agents. Instead, AI is bound to facilitate representatives’ jobs. Indeed, AI-driven automation can route a customer to the right agent which will help to resolve a ticket faster. Another type of AI application is sentiment analysis when AI scans customers’ comments, identifies the problem and suggests solutions.
Today, customers more than ever expect brands have self-service capabilities due to their convenience. Not only does a self-service fulfills that demand but it also expands a company’s service capacity without hiring more employees. With cloud software brands can provide self-service options through chatbots and knowledgebase.
A lot of companies today are rethinking the way they conduct business as they try to recover from the pandemic crisis and adjust to new changes and trends in their industry. As a result, many agencies turn to business process outsourcing services to reduce expenses and increase their business efficiency. But those are not the only reasons more and more organizations choose to outsource their customer support services. Here are more.
Companies have their low and high seasons. Outsourced call centers can provide flexibility and scalability during unstable or unusually busy times. Those agencies can quickly ramp up the team of agents needed to cover an increased ticket volume or scale back the number of reps whenever the high season is over.
Outsourced call centers specialize in providing quality customer support. So they know all the in and outs of their industry. They know what makes a call center system efficient and what slows it down. They know what solutions to apply and which agents to assign to a particular case. Most outsourced call centers work with different industries and therefore, have seen it all. Their experience helps them to deal with any kind of circumstances and react fast to critical situations.
Access to the latest tools
Technology advancements enable better service and customer support is not an exception. Usually, due to high competition, outsourced call centers acquire the latest technology and solutions to get ahead. Such tools affect every area of call center operations, including management, interaction, data analysis and more. So it generally levels up an agency’s services.
Even though many organizations have a need to provide 24/7 customer service to their clients not all of them have the opportunity to do that. That’s why they turn to external providers (outsourced call centers). Customer support outsourcing vendors provide coverage of all time zones which allows brands to stay in touch with their customers 24/7.
There is no doubt that customer service is one of the most essential parts of any business and should be in top priorities. However, it should not impede the main business focus. Companies sometimes try to deal with customers with their own resources that are very limited. They make their employees help out with customer service distracting them from their core responsibilities, which results in low business productivity. Outsourcing to call centers resolves that problem by allocating all matters related to customer service to external experts and allowing the company’s staff to focus on product development.
Considering all benefits listed above, it is not hard to understand why we see a tendency of more and more organizations turning to outsourcing. With the impact of the pandemic, brands are searching for ways to become more agile and adaptive to their industries’ changes. A call center is one of the key solutions and that’s why its popularity is growing among businesses.
Call center outsourcing company WOW24-7 is ranked among the top customer support agencies in the world. It provides professional customer service for brands worldwide using the latest technology advancements. With over 15 years of experience, WOW24-7 has gained expertise in delivering quality omnichannel support for companies from different industries including SaaS, E-Commerce, Venture Capitals, Telecommunication and FinTech providers, Tourism, Software, and Hardware Development businesses.
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