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Digitisation, Data Protection & Automation Key Trends in Contact Centre Survey

The digitisation of customer touch-points and the move toward non-voice contact centre channels was one of the main themes quantified in the 2017 Front-Office BPO Omnibus Survey by Peter Ryan of Ryan Advisory. 

Over 300 enterprise contact centre decision makers were polled for the survey that was conducted in Australia, Canada, the UK and the US. Respondents indicated that on average their deployments included a sizable proportion of workstations that were enabled to handle digital interactions.

In terms of non-voice channels being used, respondents indicated the deployment of a wide swath of communications mediums. These include both legacy and emerging channels that pervade captive contact centre operations.

The majority of respondents were pessimistic about their capacity to invest in their contact centre operations in 2017 and 2018. Among key investment priorities, the most prominent related to agent management, data protection and automation.

Over the past year, agent attrition has been manageable and, while cited as a challenge, it was trumped by data protection management demands, developing agent training programmes and compliance requirements.

Respondents also voted for their top offshore destinations with Canada, India and Malaysia coming in first, second and third respectively, while Portugal, New Zealand and South Africa were tied at fourth place, followed by the Philippines in fifth position.

The survey underpinned the need for outsourcers to be conscious about their standing in the broader enterprise community. As a business model, outsourcing is not viewed favourably among decision-makers, which could limit market expansion efforts.

There are a number of competitive advantages that outsourcers can bring to the table when aiming to win new business. Among the most important are emerging digital channel management capabilities and data protection provisions. However, back-office BPO capabilities and vertical experience also count for a great deal in the eyes of enterprise contact center decision-makers.

Announcing the global release of
The 2017 Front-Office BPO Omnibus Survey

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Global insights within this research report:

  • The leading global BPO destinations of 2017
  • Competitive advantages outsourcers must have to win business.
  • Top-of-mind investment priorities for BPO buyers in 2017.
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A recent Webinar revealed more.

View the webinar below.



The webinar included a Panel
Discussion with:

  • Peter Ryan (Global Analyst)
  • Traci Freeman (South Africa)
  • Declan Maguire (United Kingdom)
  • Mauricio Velasquez (Colombia)
  • Vadim Anikanov (Russia)
  • Jens Butler (Australia)

Click Here to View the Full Webinar

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