Contact Center-World

Outsourced Customer Service
•Outsourced customer service is a subset within the much broader business process outsourcing (BPO) industry and is usually defined as a business arrangement wherein a company contracts an outside supplier to perform a service rather than accomplishing it in house.
•Services can range from simple call handling to handling complex business processes, such as technical support and customer self-service through interactive voice response (IVR) applications or the Web.
•Suppliers specialize in handling high volumes of inbound and outbound calls for customer care, retention, and acquisition as well as help desk, technical support, collections, and telemarketing/telesales for business clients.
•Outsourced customer-service clients hire, in most cases, the use of both required technology and employee services, including managers, agents, and process experts.
Source: Frost & Sullivan analysis.

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