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What is the Future of Customer Management Outsourcing?


According to Gartner, the growing acceleration of digital, automation and analytics services is rapidly changing the fabric of business process services and outsourcing. By 2020, these realities will account for 45% of customer management outsourcers revenues.

On the other hand, voice-based interactions will plateau just under 55% of revenues. And although complexity will increase cost per call by 12% to 15%, overall margins will improve by 5% to 10%. Business process service leaders must capitalize on this change and take advantage of opportunities.

For Gartner, in order to exploit these market dynamics, customer management outsourcing leaders must:

  • “Adapt your service offerings to cope with the accelerating cycles of digital technology and service innovations and growth in multichannel, BPaaS, analytics, automated (RPA/AI) and selfservice. The use of self-service and multichannel interaction across consumer devices increases the variability and complexity of interactions.
  • Invest and develop consultative selling capabilities and centers of excellence (COEs) that will help reduce sales cycle time and enable more strategic sales engagements. Also, marketing leaders must focus their key messaging on customer experience based on scalable service delivery that is governed by cost discipline.
  • Also, invest in digital-technology infrastructure and services, and automation (RPA/AI) service that is agile and responsive to the changing needs of the end customers. Develop or deploy platforms and services that allow for multidevice interaction and integration across channels, as this will position you well for the emerging need.

Customer Management outsourcers are the most demanding users of contact center solutions. They need to provide customer care, telemarketing, debt collection or any other business application to companies from all industries, whether it is media, retail or banking.

Six of the top 12 customer management outsourcing companies are Altitude customers. Altitude has the vertical solutions and expertise, quality of delivery and strong relationships that drive your growth and margins Leading names like Teleperformance; Sitel, Transcom or Atento trust our solutions and services.

Get our complimentary Gartner report “Predicts 2017: The Future State of Business Process Services and Outsourcing”.

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