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Contact Center Outsourcing
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The overall research objective of this research service was to investigate the current and future outsourcing trends in the North American contact centers. Nearly half of the respondents outsource some customer care activities. Large contact center organizations are greater users of outsourcing than medium and small contact center organizations. Companies that outsource have about half of their outsourced agents in North America, and India has the highest share of outsourced offshore agents. On the whole, companies that outsource contact center functions use an average of 3 outsourcers. For companies that do not outsource and do not plan to outsource, quality and security concerns are the top restraining factors.
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