Call Center Outsourcing Expected to Increase

New statistics on global outsourcing trends indicate that the practice will continue to grow in the coming years and months. This is definitely not a new topic for our industry, as you can see from our related posts on call center outsourcing.

The statistics show that companies spent $113 million on call center outsourcing during 2005, and that number went up to $123 million in 2006. The total outsourcing expenditures are expected to continue growing during 2007 and reach $145 million in 2008.

A fascinating discovery in the report is that countries who outsource more of their call center work tend to have more active outsourcing industries. While one company may be giving call center duties to an offshore call center, a call center outsource company could be handling inbound calls for an overseas operation. Business works in such a fascinating way.

The article does provide the great caveat that outsourcing doesn’t work for all companies. So there is a small number of companies bringing their call centers back in house. But still other companies are experimenting with different outsourcing models to save costs and provide better customer service.

In the end, outsourcing all comes down to what works best for your business.

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Posted by Andrew Flusche in Call Center Outsourcing with 2 comments.