“US Contact Center Verticals: Outsourcing” looks at the structure, growth, technology, HR and commercial issues found in contact centers within the US outsourcing sector which includes full-service contact center outsourcers and BPOs.
It contains data from multiple large-scale surveys of hundreds of contact centers carried out since 2010, and is the definitive study of this vertical market’s customer contact operations.
The outsourcing sector is predicted to grow over the next four years as other sectors reduce their expenditure on non-core activities, look to improve multichannel operations and offer complex functionality to customers without making the associated capital expenditure or providing ongoing technical support.
Outsourcers’ use of live telephony has dropped significantly since 2016 (from 81% to 63% in 2022), with a big jump in email and web chat handling taking a large chunk out of the live telephony proportion.
Outsourcing agents are paid around 15-20% less than the industry average, which may be a reason for the relatively high attrition rates which tend to be two or even three times higher than the US contact center industry as a whole. Of course, the temporary contract-based nature of outsourcing also impacts upon this.
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