It is being said that UK companies are losing out £55 million yearly during contact centre outsourcing. As per Exony, better management of outsourcing providers can help the companies to save this money and bring about overall improvement. Exony has highlighted ten areas where the companies could seek improvement and hence savings to the tune of 4.5% per annum. The areas highlighted are accurate forecasting and resource administration so that service level agreements are met and optimum billing methods.
Here are some statistics which would make the picture more clear to you:
Industry statistics show that 14 per cent of the UK’s 5,935 contact centres and 581,000 agent positions are outsourced[1]. Exony calculates that improving organisations’ ability to measure and manage their outsourcing providers would save £675 per annum for each of these 81,340 outsourced agents, making an annual total saving of £54.9 million in the UK alone. This would pay for an additional 3,660 customer service agents[2], dramatically improving efficiency and cutting call waiting times.
Certainly if proper steps are taken then companies could save this big amount and result in further improvements for their company and the customers in the long run.
Via crm2day
