Contact Centre Outsourcing – an innovative way of translating service outputs into major business value

Many organizations have been pushed by competitive pressures to move to contact centre outsourcing. This helps save on the cost for higher profit margins. Contact centre outsourcing services fall into the major categories like sales, customer service, and travel operations.

According to an IT outsourcing study that was made considering global clients, more than 3 quarters of the global companies plan an increase of their IT outsourcing. Software outsourcing is a major part of it. These are mainly conducted through contact centers that are set up at low cost locations which bring down the overall project pricing to minimal costs. So the primary motivation behind this trend of outsourcing is quite clear, cost savings. The attraction of a high quality labor at a very low cost is also a tempting factor for companies to take up outsourcing as a business strategy. Outsourcing is also a luring offer to maintain a greater number of services at low budget. Outsourcing leads many organizations to make a savings of up to seventy per cent in the IT budgets. Outsourcing can result in a return on investment of significant value. This leads to the making of software outsourcing a success. Software development is a complicated activity. It is not only a development of the technical skills but also involves a general understanding of the priorities in business and ability where the tradeoffs can be balanced.

The rigorous process, the quality focus, the state of the infrastructure, and the skilled resources conform to the best practices and the international standards. The contact centers at the outsourcing organization provide services to the world’s reputed airlines and clients from the travel industry.

 Learn more about IGT's Baggage Claim Services.

The contact centre services of the different outsourcing firms involve sales, travel operations and customer service.

Sales involve the handling of reservation requests reservation and customer enquiries regarding fares, flight details and so on. There are trained service agents who are experienced in cross selling and up selling techniques and that help maximize revenues and increase conversion ratios for clients. The contact services activities involving customer service requires handling of booking status, requests of cancellation and redemptions, and so on. The outsourcing agents are trained in customer servicing to ensure maximum customer satisfaction. The outsourcing companies also provide processing, servicing, and updating of flight details for booking in groups and client specific applications.

The outsourcing companies also operate Reservation Queue process that is voice based and which involves outbound calls to the UK and US. The system involves calling all zones in UK and US, the management of schedule change, urgent queues, waitlist, and verification of address. The customer oriented service at the BPO ensures the compliance and following of procedures and corporate policies with immaculate service. There are engagements on the various voice processes at the contact centers which are backed by communications, world class infrastructure and voice logging technology.

Thus by setting up measurable goals the BPO contact center outsourcing service is able to translate the output into business value for all major organizations.