From Techtarget.com
Pummeled by cheaper labor costs abroad, the North American contact center outsourcing industry can expect a resurgence in the next two years, according to a recent study.
Backlash against offshore outsourcers, the emergence of home-based agents and vertical market expertise will all contribute to the growth in the North American market, according to the 2006 North American Contact Center Outsourcing Market Report from West Orange, N.J.-based DMG Consulting LLC. In fact, the Canadian contact center outsourcing market is projected to grow by 5% to 8% to meet increased demand in 2006.
Fluss predicts it will take offshore outsources 5 to 10 years to gain the expertise of American firms. However, many offshore firms are doing it 'right' and cutting costs by 25% to 60%!
"Offshore outsourcing is not a fad that is going to pass," Fluss warns. "It's one of the single biggest activities that can reduce costs from 25% to 60% if you do it right. North American outsourcers watched this happen and have finally responded."
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