Contact Center Outsourcing: Key Trends and Procurement Best Practices

Many if not most companies claim that providing great customer service is one of their topmost priorities. Good thing because customers’ expectations regarding service quality have been rising steadily. To meet them, many companies are investing heavily in staff and systems dedicated to customer service. Within the banking, financial services and insurance (BFSI) sector, the quest for service excellence — with the twin goals of acquiring new clients while retaining existing customers — often results in a contact center becoming a strategic asset for the firm in question.

Outsourcing can be an efficient alternative for organizations in which at least some of the contact center operations are already being managed by more than one third-party firm. In this white paper, we will examine contact center trends, potential solutions and various sourcing models that are most suited to BFSI firms.