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In-depth marketplace report by Rhema Group questions conventional out-sourcing and off-shoring strategies

The need to improve levels of customer service and at the same time to cut customer service costs is an ongoing challenge for most large organisations, particularly if they have a  global presence.  Over the last ten years there has been an exponential increase in the use of out-sourced and often off-shored customer contact centres, but how effective is this?

The reduction in costs is not always accompanied by a rise in customer satisfaction. So today conventional out-sourcing and off-shoring strategies are increasingly being questioned by organisations and some are even reversing previous decisions and are now in-sourcing and in-shoring in response to the loss of customers to competitors.

Their early identification of new trends in delivering cost effective customer service activities, led Rhema Group to undertake an in-depth study of the market-place.  Six months of research have resulted in the production of a comprehensive 70,000-word report detailing both current and future trends.

The contents include findings and conclusions on:

• The use of leading edge technologies and infrastructures within best practice Customer Service Centres.

• The link of Customer Service Centres to E-Commerce portals.

• The developing role of the Customer Service Centre in the areas of Pro-active Selling and Customer Relationship Management.

• The deployment of regional and global Customer Service Modules for optimum impact.

Rhema Group MD Jeremy Francis stresses: “The new era of ‘virtual’ customer service centres is fast approaching.  No more will organisations be limited by geographical locations and cultural differences with today’s technologies capable of linking all involved in delivering customer service to a complete, shared view of the customer and their needs.  It is now possible for organisations to take a real step change in their approach to delivering customer service – one that can truly deliver higher levels of customer satisfaction and a substantial reduction in costs at one and the same time.”

A summary of the report findings is available from Rhema Group and copies can be ordered from nicky@rhemagroup.com, or call her on +44 (0) 1634 290805