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Submitter: Bull Marketing & PR [View SourceWire PR = Company=20 Listings]=20
Release Date: 16-03-2006=20
298 views on SourceWire=20
View all releases submitted by Bull = Marketing &=20 PR=20
Use Tech=20 Response Source to send requests to all PR = contacts.=20

=91Rightshoring' =96 a new solution

The debate around = onshore/offshore call=20 centres usually raises the issue of the savings to be made by = operating in=20 the low-cost economies of India, the Philippines or South Africa. = Such=20 benefits are counter-weighed by voice quality problems, = consumers=92=20 reluctance to give banking details and other personal information = to=20 overseas call centres, and the difficulties arising from agents = working in=20 different cultures and time zones.

However, as companies = move=20 towards adopting a =91rightshoring=92 policy a new solution is = growing in=20 importance: the hosted contact centre. According to European = Telcos and=20 Contact Center Offerings, the latest report from industry analyst=20 Datamonitor, the number of hosted agent positions is expected to = grow=20 substantially in the next three years.

The hosted option =
An=20 all-IP hosted contact centre offers a novel approach, with no need = to go=20 offshore to make significant savings. By eliminating the capital=20 investment, implementation costs and maintenance overhead required = for=20 on-premises equipment, a hosted solution, with affordable monthly=20 usage-based pricing, enables companies to control expenditure and = maximise=20 profits.

Offering rapid set-up, complete scalability and = no need=20 to recruit specialist IT staff, hosted contact centres provide the = ultimate in flexibility. In addition, all the benefits of the most = sophisticated call-routing features, state-of-the-art data centres = and=20 advanced security systems are available, even to smaller = operations.=20

As for locating agents, an IP solution enables multiple = sites to=20 be managed seamlessly as a single virtual contact centre. So, = whether=20 agents work in small branch facilities, at home or even offshore, = all they=20 need is internet access.

Enhancing customer service=20
Interactions with front-line customer service agents can have = a=20 significant impact on consumers=92 perceptions of a company or = organisation,=20 on customer satisfaction and, therefore, on company profits. For = example,=20 if customers change suppliers as a result of their negative = experience=20 with offshore call centres, operational cost savings may be = negated by the=20 loss of business.

As Datamonitor highlighted in its = report,=20 provision of an efficient and valuable customer service has become = a more=20 important benchmark between competitors in recent years. Robin = Goade,=20 Datamonitor=92s principal analyst, expects the growth in dedicated = hosted=20 seats to be focused in banking, insurance and the public sector. = The=20 impetus within the public sector is seen to arise from = governments=92=20 efforts to appear more transparent and accessible. CosmoCom = believes one=20 of the main factors behind expansion of local government call = centres is=20 the increasing demand by residents for telephone support in order = to=20 access further information relating to their council tax and local = services.

With a hosted contact centre from a vendor such = as=20 CosmoCom, both public and private sector organisations can utilise = the=20 latest technology to provide multichannel communications = integrating=20 telephone, voicemail, email, web chat and video telephony. This = extremely=20 cost effective and efficient way to enhance service levels and = meet=20 consumers=92 expectations is likely to be a key driver in the move = towards=20 hosted solutions =96 wherever customer service agents are located. =

About CosmoCom
Headquartered in New York, CosmoCom = partners=20 include service providers such as BT and France Telecom. The = flagship=20 product, CosmoCall Universe, is an all-IP, virtual contact centre=20 platform, self-hosted or hosted by a network service provider. By = unifying=20 all communication channels =96 including telephone, videophone, = email,=20 voicemail and Web chat/voice/video/collaboration =96 and a range = of advanced=20 contact centre functions, CosmoCall Universe empowers = organisations to=20 achieve higher levels of customer service while reducing costs.=20

For more information, contact:
Delia Bull
Bull = Marketing=20 and PR
Tel: 01753 858063

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=91Rightshoring' =96 a new solution