Outsourcing

Author: CCa2z

Date: 24th October 2009

Outsourcing is a process by which companies partner with third party specialist organisations, who undertake the processing of a function on their behalf.

Outsourcing is undertaken for two major reasons;

  • The reduction of costs and overheads.
  • The provision of a specialist service which the outsourcer can provide outside a company's core competency.

The outsourcing can relate to all or part of a function.  Some contact centres may handle customer service for a particular region and may outsource other regions.  Calls maybe overflowed to an outsourcer at a given level of calls.

Dependent upon a call centre's working window, it may outsouce calls out of hours - 18:00 to 08:00hrs.  This is a reason why outsourcing is often undertaken abroad, to 'follow the sun'.  

Outsourcing is not restricted to contact centres but occurs industry-wide.


Share this
email this page to a friend print this page