Today, contact centers process customer requests across various channels. Some examples of outsourced contact center operations include:
Inbound call center services:
Customer queries addressed to the organizations’ call center get re-routed to an outsourced center, where subject matter experts troubleshoot issues and provide the customer with solutions.
Outbound call center services:
Calls are made by the outsourced center, on request by organizations. These calls are mostly made for marketing, survey or debt-recovery purposes.
Customer complaints or requests are tracked, resolved and closed by technical support representatives working out of the outsourced center.
Email support service:
Support service extended through email. This could include technical support, marketing collaterals, campaigns, and survey questionnaires.
Chat support services:
Support service extended through chat. This is mostly for live, real-time technical support.
Everest Group: Contact Center Outsourcing (CCO) –
Annual Report 2013: Focus on Customer Experience Management