This study focus on the performance, operations, technology and HR aspects of 204 US contact center operations. The result is the 2nd edition of the largest and most comprehensive study of all aspects of the US contact center industry.

To access the full report, please click here

Outsourcing Chapter

This chapter looks closely at the use of outsourcing, whether being served by domestic operations, looking further afield to offshore contact centers, or increasingly a mixture of both (sometimes referred to as rightshoring: restructuring a company's workforce to find the optimum mix of jobs performed locally and jobs moved abroad). A judicious use of outsourcing can assist a contact center with its operational and strategic goals:

• hitting performance targets (through helping with call spikes)
• providing a better customer service (through offering an out-of-hours service)
• quickly ramping up to assist with outbound sales campaigns
• measuring customer satisfaction with regular outbound surveys.

Because we believe you will find this report interesting we offer one of the chapters to download from here .

"Education and quality research is a core belief of the ATA. ContactBabel’s research, especially their benchmarking report, is reliable and beneficial to the growth of business. Companies are interested in accurate, timely and relevant benchmarking information to improve operations in contact centers, and our partnership with ContactBabel delivers on that need.”
Tim Searcy CEO, ATA