Homeshore vs. Offshore: The Changing Landscape of Customer Service
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Over the past decade, nearly 235,000 contact center positions have been shifted offshore. However, companies are now rethinking the offshore equation due to shrinking talent pools, rising wage rates, real estate inflation, and growing customer backlash. With a renewed focus on delivering higher quality and more efficient customer interactions, many companies are now bringing their contact center positions back home literally. Recent research from Ovum, a leading research and consulting firm, indicates that less than 5% of enterprises in North America, Western Europe and Australia are planning to offshore their contact centers over the coming 2 years, while the leading virtual @home providers are growing in excess of 50%
During the webinar, you¹ll learn:
- Insights into the latest industry research, emerging trends and market statistics
- The customer, financial, political, and legal issues that are prompting organizations to turn away from offshore
- The value equation that is making @home the contact center industry¹s fastest-growing segment
Real world examples of how the virtual @home model delivers a proven ROI for the world¹s largest brands
Peter leads the BPO research within Ovum’s IT Services practice, having started at Datamonitor, Ovum’s parent company, in 2003. His within BPO/CRM includes company profiling, offshore and outsourcing, self-service technology and speech solutions, national and sectoral market segmentation/sizing, internal and external customer satisfaction, commercial online content analysis, and economic analysis. He has written extensively on call centers in EMEA, Eastern Europe, North and South Africa, and Canada, as well as on investment in voice applications and enterprise software market events.
Chad Lyne is Director of Strategy for Alpine Access, Inc., the leading provider of employee-based virtual contact center solutions and services. Recently named the best contact center and CRM outsourcer for client satisfaction by Datamonitor’s Black Book of Outsourcing, Alpine Access’ clients include ten of the Fortune 100 companies in the financial services, communications, technology, retail, travel, hospitality and healthcare sectors.