Customer Service Outsourcing and the On-Demand Economy

March 05, 2020

The On-Demand Economy is a new dynamic affecting customer service outsourcing.

But first some perspective, as outsourcing continues to expand in scope and scale globally.

The global technology research and advisory firm Information Services Group (ISG) says that outsourcing is growing, with some countries adopting this more quickly than others.

Partly, this reflects the maturity of outsourcing industry participants as trusted partners to their clients.

But it also reflects the reliance on complex staffing models and enabling technologies to deliver new and better levels of customer service, with the annual global value of outsourcing now standing at more than $50 billion.

In the On-Demand Economy, customer urgency is heightened because any customer service contact relates to, for example, a ride ordered through Uber, a timed delivery from Amazon, or a food delivery promised within the hour.

One report defines the On-Demand Economy “as the economic activity created by digital marketplaces and technology companies to fulfil consumer demand via immediate access to goods and services.

As the On-Demand Economy grows, customers inevitably expect a fast, fully-informed response from Customer Service, when required.

The biggest winners in this new economy have changed consumer expectations forever. Now customers expect an instant response, all from the comfort of their sofa and convenience of their smartphone.

The On-Demand Economy is present and will continue to grow as technology and access improves.  And it’s something that Customer Service leaders, and outsourcers like SYKES, must respond to.

Simply, as the On-demand Economy grows, customer expectations will shift.  Their increasing expectation of instant access to products and services will be accompanied by instant help if they have a product or service issue.

That means that a partner like SYKES must be able to meet those expectations.

Doing this is achieved in two ways. First, creating a flexible, professional team of people to help customers they’re interacting with. This requires operational agility that places a heavy demand to meet expectations.

Second, the adoption self-service, automation and AI makes the customer journey easier, therefore driving greater customer satisfaction, while lowering costs for clients.

Success encourages more companies to outsource, recognising that they do not have the skills in-house to adopt, develop and deploy those technologies.

SYKES’ focus on raising standards of performance and delivering against metrics is evidence that the importance of bringing both classic contact centre services and new technology solutions is recognised.

For more about how we can help your business thrive in an On-Demand Economy, please get in touch.

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