In the market, the call center industry has been present for so many years already and its extensive presence in the industry has promoted innovation and expansion within the industry. In the market, this has brought about changes especially now that the companies are constantly looking for ways on how to conduct their processes seamlessly and more efficiently. The part of its innovation as well is the emergence of and virtual call centers and its acceptance into mainstream contact center processes. Xerox company Affiliated Computer Services announced that it has entered into a agreement to acquire European customer service providers. This will be the first time ACS which has locations across the different countries including the Philippines that is acquiring a European contact center. The acquisition is expected to further strengthen the global capabilities of ACS, especially that Unamic/HCN’s expertise in the contact center field spans across several such as Dutch, French and Turkish.
As the Latin Americas contact centers have also been expanding into a new territories. The Convergys announced that it has opened a new facility in Columbia. They have chosen the particular location because of its talent pool graduates from the top notch universities and colleges as well as their bilingual nature. With having to monitor employees scattered across the globe. The virtual contact centers have further developed and are gaining attention in the market. The data monitor is a market research firm. The industry increased by 23 percent in the previous year. This could mirror the growing demand for the virtual contact center. The same article provides that the United States government has pushed for this kind of work model to address the high unemployment rate of the country. Allowing the businesses to gain access to skilled employees. The Forrester Research states that they can see more and more Americans that will engage in the kind of business as it presents many advantages to have average worker such as eliminating long commutes. It is having a work life balance and bigger savings.
To conduct the business on a virtual scale with the growing demand for virtual call centers, ServCorp is a provider of a virtual office solutions and serviced offices, this is recently expanded into the Philippines with an office that will provide their clients an opportunity to conduct the business on a virtual scale. The Philippines has been named one of the top destinations for the call center outsourcing services in the world.
REFERENCE:
http://www.blog.infinit-o.com/contact-center-developments-encompass-businesses-conducted-virtual-scale/
