What Is the Future for Multishore Outsourced Customer Contact?

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Executive Summary

Navigating the challenges of the current economic situation means that enterprises across industries must develop strategies for ensuring Long-term customer satisfaction, while at the same time reducing operational costs. While many have succeeded by adopting outsourced customer contact solutions, this business model is constantly evolving. Specifically, many outsourcing clients are reaping the benefits of an offshore strategy, taking advantage of Locations where quality agents are plentiful, and price points are attractive. This is not to say that all domestic outsourced deployments should be blindly abandoned; rather, using an offshore strategy, onshore workstations can be reduced significantly, thereby ensuring Lower operational costs for the client, white not sacrificing customer satisfaction Levels.

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