The proliferation of new contact centre delivery locations globally has done little to allay fears of wide-spread price and attrition increases for outsourcing vendors.

Among the key domestic markets from where contact centre outsourcing services are delivered, a new report estimates that the UK, the Netherlands and France rank among the most expensive in terms of fully-loaded price per agent per hour (including wages, benefits, telephony / technology, property, mark-up and other expenses).

Continue reading “Will Hope of Career Opportunities for Contact Centres Make Employees Stay?” »

The ability to provide wide ranging contact centre services across verticals and geographies has long been the goal of players in this space. To do so with high levels of customer satisfaction is an even more ambitious goal. However, a new report, reveals the five players that have proven themselves capable of doing so.

Continue reading “New Report Reveals Top Global Contact Centre Outsourcers” »