2011 saw considerable consolidation in tier one of the outsource market with large public sector BPO organisations acquiring contact centre outsourcers of scale. One, Capita, announced last year as a record year securing contracts worth £1.6bn following pressure for the public sector to cut costs.
Liam Smith, strategic director at outsourcer Ant, comments; “In 2012 we will see the arrival of new ‘super-BPO’s’ however they will have to start closing their doors to new clients as they focus on the large and lucrative public sector contracts. For clients who still need to build their customer base and generate more revenue from their existing customers, they will start to look for partners with a solid compliance reputation who can offer niche services that are scalable. This will actually create an opportunity for the mid-tier outsourcer who has solid compliance systems and technology platforms, and can provide that scalability”.
Liam also predicts trends led by compliance and technology that will keep customers and a reverse in offshoring. More details can be found at; Predictions for 2012.
Ant is one of the UK’s leading contact centre outsourcers working with some of today’s major household brands.
Notes to editors:
• Independent news article re outsourcing dated 19.11.11;
• Photo attached of Liam Smith, strategic development director at Ant.
• Ant is one of the UK’s leading contact centre outsourcers. Please visit www.antmarketing.com
• For media enquiries please contact Tina Stanley, TSA PR +44 (0) 1491 410250 or email firstname.lastname@example.org
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