Over the next 12 days in the run up to Christmas, right up to Christmas Eve itself, we offer you a fresh insight every day into how the world of outsourcing has changed almost beyond recognition from just five years ago.
The world is changing at a phenomenal rate. The power of the same-sized microchip doubles every 18 months. Medical knowledge doubles every eight years. While in the 18th Century global GDP grew at 1% a year, today it grows at 4.5% a year.
It is quite dizzying. The world of contact centre outsourcing is no exception. The assumptions that held true 5 years ago are now completely out of date, but too few corporate heads of customer service or marketing have kept up with this transformation.
Come with us as we look back at Outsourcing Past, see how it has changed into Outsourcing Present, and learn how new technology and the experiences of other companies point to your Outsourcing Future. It might not be the most exciting Christmas present you receive this year, but it might give you some ideas on how you can transform your customer service in 2012.
1) Outsourced solutions are no longer just for the simple tasks
Adactus Housing needed help with the wide range of call types they receive through their provision and management of affordable housing for rent and shared ownership in the North West of England. With over 25,000 tenants, the mix of routine and emergency maintenance and repair requests made during out-of-hours periods required an outsourcer with both the experience and technology to manage this complex service.
mplcontact has worked with Adactus to integrate existing key business processes into our call handling for them along with building in the flexibility for our agents to manage changes in tenant, property and service engineer details. And on top of that, we have incorporated a lone worker support facility to ensure Adactus protects their repair and maintenance engineers and meets health and safety regulations.
We have been able to provide this level of outsourced support through the technology which underpins all our outsourced services. It means we can quickly and easily integrate with client back office systems, allows our agents to accurately identify both the caller's issue and the resources required to resolve it and then automates the management and tracking of that issue through to closure.
It is the sort of relationship which the companies at the cutting-edge of the revolution in outsourcing have come to expect from their outsourcing partners. Those partners have the technology, the skilled agents, and the can-do culture to make them into valued and trusted partners that add significantly to the bottom line. Outsourcing has indeed changed beyond all recognition, and what is more it has changed for the better.
Visit us again tomorrow for the next insight into the changing world of outsourcing....