Outsourcing has gone hand in hand with call centres for decades. Whether for budgetary reasons entirely, to provide a better service or to reap efficiency gains, many large organisations have opted for outsourcing their call centre function at one point or another.
For this Market Report we spoke to industry leaders such as the Customer Service Director of boohoo.com and the Customer Contact Centres Project Director of Air France – KLM about the changes in the industry and how organisations can improve their customer service – even if they’re outsourcing their contact centre to an external provider.