Outcome-based agreements: Businesses are increasingly getting attracted towards this trend, as outcome-based agreements with call center partners help them in garnering proficient business outcomes. Not only it ensures enhanced revenues and sales, but also helps organizations in restructuring their non-core functions in cost-efficient way. Outcome-based agreements ensure organizational development, and therefore, plenty of decision makers have already embraced this approach. They prefer collaborating with service providers through outcome-based agreements, which clearly identifies business expectations and service providers’ responsibilities. Therefore, call centers must offer outcome-based agreements in order to attract potential clients from diverse sectors, and ensure favorable outcomes in cost-efficient manner. This will unquestionably help service providers in strengthening professional collaborations with clients. These types of agreements also clearly mentions outcome-based terms and conditions that can dictate business relationships.
Business Process Improvement: As this is predominantly focused on bettering or improving the business functions in terms of efficiency, quality, cost, and accuracy, it is expected that it would become an influential call center outsourcing trend soon. Businesses no more are content with efficient accomplishment of outsourced services only; they want much more with their service providers. They expect call center partners to take efficient steps that can ensure improved quality of services. In recent years, it has been observed that several businesses discontinued availing services from their strategic call center partners, primarily because those outsourcing partners did not ensure efficient Business Process Improvement (BPI) strategy. This makes it mandatory for call centers to design and implement effective BPI strategy so that their clients are ensured consistent improvement in the quality and standard of outsourced services at minimal investment.
Multiple Outsourcing Partners: It is so true that nowadays each business firm prefers collaborating with one outsourcing company in order to achieve their strategic business objectives related to or linked with non-core functions. However, this would soon be a matter of past, as several companies have already started roping in multiple agencies for different business functions. For instance, if a company which is planning to seek assistance of outside company for telemarketing campaigns, then it does not ask it existing helpdesk service provider or data verification service provider to manage and monitor telemarketing initiatives. By collaborating with domain specific outsourcing companies, businesses have been able to realize their process specific goals in much more efficient and cost-effective manner. Therefore, it is expected that this trend would soon become much more popular, and call center companies must start paying special attention to this outsourcing trend.
Cost-cutting and innovations: It is no surprise that call center outsourcing ensures increased cost-efficiency. However, several businesses have started expecting their call center partners to take every necessary action that can ensure cost-cutting and minimized operational expenditures. As the business world would become much more unpredictable and competitive in the years to come, the significance of cost-cutting would become much more apparent. Herein, call centers should need to encourage innovations that can help in minimizing the expenditures on outsourced business functions. This objective can be achieved by embracing latest technologies and tools, which help service providers in accomplishing, managing, and monitoring several functions. Therefore, call centers must willingly make invest in latest technologies. Not only this, call centers must pay attention to developing round-the-clock work culture. This will ensure efficient utilization of available resources and time, and can help businesses in achieving higher cost-efficiency.
Call center companies must pay special attention to these emerging trends that can govern the fate and prospect of every outsourcing company.
