Business transformation in the contact centre

Latest Datamonitor white paper commissioned by Teleperformance UK reveals new trend to generate large and immediate cost savings for           in-house contact centres

Contact Centre Business Transformation has emerged as a viable option to generate large and immediate cost savings from day one, according to a Datamonitor white paper published today; Contact Centre Business Transformation: Delivering Cost Savings and Improved Service Quality.

Contact Centre Business Transformation is where an enterprise enters into a partnership with an outsourcer, with the express purpose of improving its CRM-related business performance. This is achieved by re-engineering its processes through the transfer of the contact centre facility (infrastructure and human capital) from the enterprise to the outsourcer and is designed specifically to reduce costs and remove commercial risk, while improving the quality of service provided to end-users. 

Peter Ryan, Lead Analyst Call Centres and BPO at Datamonitor comments: “In light of escalating costs and service demands we are seeing a focus on new and innovative contact centre operating models. Business Transformation has emerged as a viable option to generate large and immediate cost savings.”

Teleperformance, who commissioned the report following its own experience in the growth of this area, has first hand experience of business transformation and the business benefits it brings, with its most recent example for the multinational technology corporation, Dell. 

Jeff Smith, Chairman and CEO of Teleperformance UK comments: “We are aware of the business challenges faced by companies running in-house contact centres and the key strategic issues they face such as reduced budgets, attrition and the capital expenditure necessary to keep up with technology. Business Transformation is a viable option. It is not only proven to deliver cost savings to our clients, but more importantly, to improve service quality to our clients’ customers.”