Significance of Outsourcing Telemarketing Services in the U.K.

Every prospect, once during his lifetime must go through the tough decision of choosing between outsourced telemarketing services and hiring In-house telemarketers. Though both seem pretty viable options, the winner can only be one and in the countries like the United Kingdom with a strong economy, opting the one that best serves your needs can take you long ways toward your road to success and vice versa.

Analysing past records, the trend of Outsourcing has been on the rise. In fact, U.K. has become the World’s largest Outsourcing market after the United States and has left In-house telemarketing services far behind long ago. The annual contract value of Outsourcing market in this country jumped 16 percent in 2012 to $3.75 billion. €1.4 billion worth of contracts were awarded to Outsourcing in the first quarter of 2017 alone.

Flattered already? Wait, there is yet more. Below are mentioned some of the key significant points as to why you should consider Outsourcing telemarketing services in U.K. (in case you are still harbouring any doubts)

• Friendly Government Policies and Stability –

The U.K. government greatly encourages and supports the outsourced telemarketing industry by applying various policies to assist start-ups and established companies alike. Political stability also plays an important role to ensure long-term contracts.

• Ideal Location for East and West –

The geographical location alone makes it a top priority among companies worldwide. With only a small time zone difference between Eastern (few hours behind) and Western (few hours ahead) countries, queries can be solved in approx. real time.

• Ranking Top in Outsourcing Surveys Worldwide –

U.K. has been ranked as the top in the various surveys conducted by the independent research firms due to its promising and competitive Outsourcing market. several of its cities have been listed in the Top 20 outsourcing destinations worldwide.

• Cost Effective in Long Run –

Though Outsourcing from U.K. may not be as cheap as compared to other Asian countries, the quality of the service delivered along with problem-solving aptitude and better collaboration due to its small time difference serves as highly cost-effective in the long run.

• English as a Native Language –

Another great advantage of Outsourcing your tele-calling services in U.K. is English itself which serves as the native language which provides great command over the fluency of the language along with a better understanding and deliverance of the customer’s demands than their non-native counterparts.

• Experienced and expertise-oriented service providers –

One of the main reasons why U.K. emerged as the top priority in providing Outsourcing facilities is the availability specialized firms with years of experience which are fully capable of handling any Outsourcing contracts from small businesses to large multi-national corporations.

Apart from the above-mentioned benefits of Outsourcing in U.K., the advantages of Outsourcing itself over In-house telemarketing include cost efficiency, working with experts with years of experience, brand awareness, transparency and feedback to name a few.

Considering the above points in mind, opting for outsourced telemarketing services is clearly a win-win situation and probably the best possible decision you can make in favour of your company.

Original Source: http://theoctopustech.co.uk/2018/01/significance-outsourcing-telemarketing-services-u-k/

Why Digital Transformation is Crucial for Contact Center’s Survival

If you are from the contact center industry, then you must have noticed many modernizations in this sector in the past few years. The industry is moving ahead with customer’s and client’s expectations to provide them a truly advanced service and solution that helps streamline their business processes. With the rising number of contact centers in the world, the real survivors will be those contact centers that are able to adapt digital transformation and take it a step further in the coming year.

Call centers have always been an industry that has utilized cutting-edge technology for themselves and their clients. In fact, in a country like India, call center companies are offering their employees and clients access to the kind of technology that at one point was only available to large-scale IT companies. That is also the reason that businesses outsource their various processes to these companies because they have the required technology and businesses do not want to spend their budget on.

Factors Making Digital Transformation Crucial

The below factors are the reason why fast adoption of new digital technologies and strategies has become necessary for contact centers around the world.

• Social Media

Social media has become a part of every consumer’s life and it has also become a part of business as well. The way companies are interacting with their customers has really changed due to the exponential rise of social media. Young customers expect their brands to be active on every single social media platform they use especially the more popular ones.

When businesses outsource their customer support processes to call centers these days, they are expecting those call centers to provide support on social media too. Handling customer queries and complaints about social media lead to better customer engagement and satisfaction which is the ultimate goal of companies today, as it should be.

• Rising Competition

The BPO sector is a highly competitive sector where every company is looking to gain a competitive edge over the other. Technology plays a big role in this competition as it can be the deciding factor when clients have to choose between two call center services providers. Adapting modern technology and latest digital trends will make your contact center stand out from the rest.

Competition is a huge motivating factor for BPO companies to take a long hard look at their existing digital strategies and compare them with others to see exactly where they stand. This comparison further leads to corrective action and a change in digital strategy.

• Demand for Omni-Channel

One of the major shifts in the call center trends is that of omnichannel demand being on the rise. As we have already discussed above, the changing behavior of the customers has caused a ripple effect in the industry, causing major shifts. Customers want their brands to be engaged with them on various channels and expect support on all of them.

There is a need for unification of the information among all these various channels like voice, email, chat and social media. A proper omnichannel support helps customers in such a way that if they communicate an issue over the phone with your service representatives, the next time they are chatting with an agent on your live chat, the records of their telephonic conversation would be present with the agent.

This way, customers do not need to repeat their issues to each new agent they communicate with on each different support channel. That is the real omnichannel support that is needed from contact centers today.

Moving Ahead:

The future as we at Octopus Tech see it will have all the top contact centers of the world racing towards the adoption and implementation of new digital technologies to meet the changing demands of their clients as well as their customers. It will not just be about who can adopt it faster but who can actually implement it better.

Original Source: http://www.theoctopustech.com/2017/12/digital-transformation-crucial-contact-centers-survival/