In the CRM outsourcing space, a new industries emerging. The independent consulting research and analysis firm. In terms of demand, the new report released on the October 12, this is advised that healthcare government and utilities are slated to have the strongest growth in customer relationship management. This will be driven by the need to reduce operating costs in the face of an increase increase in the number of calls from the public seeking advise on schemes such as unemployment benefits. At a time of economic uncertainty, they believe that government decision will view outsourcing overhead heavy contact centers as a wise move. The call center services have already been increasing in demand as mentioned in a previous article. The counties such as the Philippines, Australia and Chile have all indicated increase in revenue, seats and employment amongst the contact center industry.
The Business is very profitable and they see that it will grown and expand in the future. The other companies such as Convergys and SItel have also announced Mprgan and Chase and international hotelier Hilton Worldwide are both shifting their call center support services offshore specifically the Philippines. In line with the shift towards the healthcare space, Xerox company ACS announced that it is now one of the larrgety providers of customer services in the pharmaceutical, biotech and healthcare services after it acquired Florida-based healthcare teleservices company. ACS is helping pharmaceutical companies make every customer interaction count in a market that spends up to $12 billion per year on marketing to its stakeholders. This pushes the company in an excellent position to answer the increasing demand in the sector.
Within a company, harris Interactive highlight the effective use of CRM but while the call center outsourcing services are on the rise. In the report about the customer experience impact report 2010, the companies who are able to provide superior service to their clients will likely enjoy a higher revenues from their customer services as compared to companies who are not able to delivers superior service, poorly delivered customer service which includes contact center services could result in a higher customer attrition this is mainly due to rude staff of delayed issue resolution.
The most interesting though is that while an unpleasant customer experience will likely alienate from customers a superior customer service delivered to the customer would results in a greater satisfaction and more effective word of mouth marketing by your customers. The report emphasizes that people will be willing to pay more in order to have superior customer service. The numbers are significant, in their age when everyone an opinion and there are ever increasing ways to make yourself heard. The number show that while the demand for customer relationship management services is undoubtedly increasing and moving towards different industries, it is still essential to remember that aside from answering that demand BPO providers must be able to provide excellent customer service outsourcing.
REFERENCE:
http://www.blog.infinit-o.com/crm-outsourcing-excellent-customer-service/
