Business Process Outsourcing News and Information

Lot of acquisitions happening these days, captives are being sold to third parties, many late entrants escaping as the market is getting more mature and billing is not as lucrative as it was few years ago. But call centers can be profit centers despite all the hurdles all the executives discuss in all the board meetings.

Companies can reduce the cost of their call centres, while improving their revenue, through outsourcing or offshoring work, according to a discussion paper by management consulting firm AT Kearney.

The key is to get the right mix of in-house and outsourced calls, and then work with those outsourced providers to increase their revenue performance, argues the paper, Call Centres Can be Profit Centres.

A disproportionately small number of calls are high-value and should therefore be kept in house, said AT Kearney in a statement.

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