Based on hundreds of surveys carried out with outsourcers, BPOs, telemarketing companies and the wider UK contact centre industry, “AI in UK Contact Centre Verticals: Outsourcing” identifies and quantifies the challenges faced by UK outsourced contact centres, and considers ways in which the need to manage costs and the requirement to provide high quality service on behalf of clients can be met, especially through the use of AI.

 

As businesses which tend to operate on low profit margins, businesses in the outsourcing sector keep a very close eye on their costs, and the rise in Employers’ NI and the National Living Wage is placing even greater strain on them.

 

Through our primary research, we have identified the four keys to success for outsourced UK contact centres:

  • Managing the cost of each interaction
  • Maximising sales outcomes
  • Ensuring security and compliance
  • Reducing agent attrition.

 

This report quantifies the challenges that outsourced contact centres are facing, and shows ways in which its criteria for success can be met through AI, while maintaining a high standard of service.

 

At a tightly-focused 30 pages in length, the research is exactly tailored for readers in the UK outsourcing and BPO sector who want to understand how they can move their contact centre forward profitably.

 

To download “AI in UK Contact Centre Verticals: Outsourcing” , as well as many other research reports, please complete the registration form below.

 

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