Quite a number of the businesses and the processes fall under the umbrella of the contact center outsourcing. The customer service call centers and sales outsourcing. The good thing though is that the days whatever contact center solutions a company may need. There is usually a contact center that is willing and able to accommodate the needs. The industry is certainly growing and expanding with the new contract deals that is being signed, new emerging destinations across various continents, increasing employment and more service offerings, the contact center industry is alive and well. In looking at it from a global perspective, a heat map would show a great amount of the red areas, showing that there are numerous locations ripe for or tapped by the contact center industry.
In Russia, the contact center industry according to a market analysis conducted by Frost and Sullivan shows a high probability of an upward movement in terms of growth as innovations of the contact center solutions providers are put into effect. The Russian contact centers are now doing whatever they can do address the issues that the market has posed, it is mentioned in the article that voice support is the primary solution being sought for in the country but solutions providers are seeing a trend that the companies which consider outsourcing are no longer looking for a partner that can provide voice support alone. They are now seeking solutions that are a combination of the two different, although it is not entirely a different, solutions that are a combination of two different. Although it is not entirely different.
On the other hand it has established a contact center in a near shore locations, which is the United Kingdom specifically in Manchester. The United Kingdom is the top of the choice for the call center services in the Europe as they have a rich talent pool that is multi-lingual and this is one key factors that attracts call center solutions providers. The leading contact center solutions providers, such as the Accenture and Convergys have established locations across the European continent. The Frost and Sullivan released the another research report that studies that contact center trend across the Asia Pacific region and the analysis reflected a positive outcome. The research showed that despite of the global economic crisis. The Asia Pacific region reaped a numerous benefits from the crisis as the companies affected by the crisis looked for the cost efficient transactions. The companies were seen to have found many of their requirements among the outsourcing companies in the Asia Pacific region. The companies preferred outsourcing partners in the Asia Pacific for its legal talent pool of he workers fluent in English and regional language skills. The industry also experienced a low point that these past few weeks. The outsourcing company HCL Technologies issued an ultimatum to its employees, either to accept a set of changes to their working conditions or lose their jobs in Northern Ireland as a series of changes. It includes the changes in the salary scale, leave allowances and the healthcare benefits.
REFERENCE:
http://www.blog.infinit-o.com/contact-centre-industry-experiences-highs-lows/
