As today’s worsening economic conditions have companies looking for as many ways as possible to save on costs, call center outsourcing has become a popular and viable way to continue delivering service while at the same time, lowering operating costs.
Anticipated cost savings has long been the key driver behind call center outsourcing. According to an ICMI study, 65.1 percent of all call centers surveyed cited cost reduction as the most common driver of outsourcing decisions.
ICMI study respondents also reported significant satisfaction with the outsourcing services they were receiving. The majority reported that they were either somewhat satisfied at 49.2 percent or very satisfied at 39.7 percent. Only a small 1.6 percent was very dissatisfied with their outsourcer.
Source: TMC Net
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