New research has found that IT outsourcing in call centres is on the increase due to budget constraints.

A study by IDC has found that this area expanded by 6.9 per cent year-on-year in 2008 and is forecast to represent 47.6 per cent of the IT services market by 2013.

Adam Lee, a market analyst at the organisation, claims that in times of economic instability many organisations such as call centres prefer managed and outsourced IT capabilities.

He states: “This is driven by end users’ favour for predictable periodic expenses and potential cost savings from vendors’ economics of scale.”

IT outsourcing providers can show call centres they can continue to fulfil their service level agreements by signing up to outcome-based contracts and price-per-mainframe capacity deals.

A recent report by Gartner has claimed that cloud computing allows software to be used flexibly in line with high and low levels of consumer demand.

Source: Drltd

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