The Ultimate Guide to Contact Centre Outsourcing

Outsourcing has gone hand in hand with call centres for decades. Whether for budgetary reasons entirely, to provide a better service or to reap efficiency gains, many large organisations have opted for outsourcing their call centre function at one point or another.

But as the call centre has evolved into a contact centre, where other channels of customer communication (such as web chat and social media) are aggregated within the customer service team, how has this impacted the outsourcing industry? Are there any trends customer service leaders should jump on now? And what are the pros and cons of outsourcing vs in-house?

For this Market Report we spoke to industry leaders such as the Customer Service Director of boohoo.com and the Customer Contact Centres Project Director of Air France – KLM about the changes in the industry and how organisations can improve their customer service – even if they’re outsourcing their contact centre to an external provider.