Global Remote Services (GRS) reports why call centre outsourcing is undergoing radical change
According to industry sources, call centre outsourcing is hitting record levels in Europe, with more contracts than ever before, and by some counts volumes are ahead of those in the US as a whole.
A focus in Europe on smaller deals is being driven by increased use of multi-sourcing and the impact of automation. European buyers are seeking shorter and smaller contracts with niche providers as well as avoiding larger, longer-term contracts as they plan their digital strategies.
This past year, analyst firm, Gartner has deemed customer experience the new battlefield for marketers. The analyst firm has predicted that by 2017, 89% of marketers expect customer experience to be their primary differentiator.
Paolo Marcattilj, CEO of Global Remote Services (GRS), a leading European provider of multi-lingual contact centres and BPO...