According to research from Datamonitor, enterprises can work with an outsourcer to run their own contact centre focused on improving their customer relationship management performance.
The report explained that this allows the firms to save money on infrastructure and human capital, as these are provided by the outsourcer, while reducing commercial risk and improving the quality of service delivered to customers.
Peter Ryan, lead analyst for call centres and business process outsourcing at Datamonitor, said: 'In light of escalating costs and service demands we are seeing a focus on new and innovative contact centre operating models.'
Jeff Smith, chairman and chief executive of Teleperformance UK, which commissioned the research, claimed that outsourced contact centres allow firms to balance reduce budgets with the need to access cutting-edge communications technology.
Earlier this year, Tink Taylor, managing director of online marketing agency dotMailer, claimed that email advertising will be integrated more with social networking over the coming year.
The report explained that this allows the firms to save money on infrastructure and human capital, as these are provided by the outsourcer, while reducing commercial risk and improving the quality of service delivered to customers.
Peter Ryan, lead analyst for call centres and business process outsourcing at Datamonitor, said: 'In light of escalating costs and service demands we are seeing a focus on new and innovative contact centre operating models.'
Jeff Smith, chairman and chief executive of Teleperformance UK, which commissioned the research, claimed that outsourced contact centres allow firms to balance reduce budgets with the need to access cutting-edge communications technology.
Earlier this year, Tink Taylor, managing director of online marketing agency dotMailer, claimed that email advertising will be integrated more with social networking over the coming year.
