Ask the Experts: Outsourcing your contact centre operation

The global contact centre outsourcing market is expected to grow at a CAGR (Company Annual Growth Rate) of 4% between 2021-2028*. Gartner predicted growth in this sector as contact centre operations look to reduce their costs.  

Outsourcers are able to deliver contact centre services at a lower cost because they can benefit from the economies of scale in technology. The challenge has been perceived to be delivering a quality customer experience that is on brand and whether this is better when delivered in-house or by an outsourcing partner.  

You may be considering outsourcing all or part of your contact centre operation. You may already have one or more BPO partners. This is an opportunity to get under the hood and find out why, how and when is it best to outsource and how can you get the most from your outsourcing partnership. 

We’ve invited TTEC to join us for an hour to answer your questions. During this interactive session, we’ll be finding out:  

  • What should you look for when selecting an outsourcer? 
  • Other than price, how are outsourcers demonstrating their value to their customers?  
  • How can BPOs deliver the same or higher quality CX as their in-house counterparts? 
  • What do outsourcers need from their clients to enable them to meet, or exceed expectations?  

*DataM Intelligence Analysis 

About the speakers

Ed Creasey

Ed Creasey is Calabrio’s Director of Pre Sales for the International market. He brings 28 years’ experience in the Contact Centre and Customer Experience industry. Ed has worked in pre-sales, consulting and operations across a wide range of organisations and market sectors, throughout the world. He has been delivering thought leadership and leading pre-sales and consulting teams for Analytics, Employee Engagement, CX and Robotics. He has a passion for engaging audiences, helping customers solve their business problems and delivering happy, reference-able clients who receive a rapid return on their investment. Previously, Ed has been Nexidia’s, then NICE’s, Director of Consulting for 12 years.

Graeme Gabriel

With over 30 years of experience of the contact centre industry, from Agent, to Team Manager, Back Office Manager, ACD Administrator, Forecaster and Scheduler as well as Head of Planning. He has spent the last 20 years engaged in training and consulting across Europe and the Middle East, helping organizations implement and reengineer WFM processes and see benefits realization from multiple platforms.

 

Graeme Meikle

Graeme Meikle is a Senior WFM Consultant and Project Manager for Calabrio. He has been there for over 2 years, helping to deploy WFM software using the best practices that he has learnt throughout 20+ years of Planning and Telephony experience. Working throughout a range of industries from Banking, Insurance, Communications and Private Health Care, he has learned and demonstrated how to maximise the benefits of a Workforce management team.

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Where and when?

Date: Thu 14 Oct 2021

Time: 12:00 pm - 1:00 pm

Location: Online

Who is it for?

Customer service and sales leaders looking to outsource all or part of their contact centre operation 

Why should you go?

If you’re looking at your contact centre outsourcing options and need some help, come and ask your questions  

How much is it?

Free to attend

Book your place(s)


Please book places on this event for the following people:

Attendee 1: (If the organiser is also attending please add yourself as attendee 1)

Attendee 2:

Attendee 3:

Attendee 4:

Attendee 5:

Attendee 6:

By completing this form you agree to the CCMA using your personal data in accordance with our Privacy Policy. We use your data to personalise and improve your experience on our digital platforms, send you relevant communications, provide products and services you request from us, and to carry out profiling and market research. You have the right to object, unsubscribe or be deleted from our database. Please contact info@ccma.org.uk.

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