Thought leadership

The proportion of customer service outsourcing contracts specifying multi-channel communications leapt up by 55% year-on-year in 2014, signalling that UK organisations are now routinely taking an integrated approach to customer management, new research has revealed.

The arvato UK Outsourcing Index found that 62% of customer management outsourcing agreements signed in 2014 included multi-channel services, compared with just 40% in 2013.  

The index, which tracks the volume and nature of outsourcing agreements in the UK market, identified £238 million of new customer relationship management contracts in 2014 across the public and private sectors.

Debra Maxwell, managing director, arvato UK, said: “Until relatively recently, contact centre outsourcing in the UK was typified by voice and email services. Our research shows that in 2014 it became the norm for web chat, video and social media support to be integrated with these more traditional channels. 

“It’s clear that brands have grasped that in an age when their customers are routinely buying goods and making enquiries across multiple devices and channels, they can’t afford not to take an integrated approach, and they’re calling on their outsourcing partners to deliver this sophisticated work.”

The arvato UK Outsourcing Index is produced by business process outsourcing (BPO) partner arvato UK and industry analyst NelsonHall. The full-year index for 2014 identified a total of £6.65 billion of UK business process and IT outsourcing deals in 2014, 37% of which came from the public sector and 63% from UK-based businesses.


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