£706 million spent on customer service outsourcing in the first half of 2016 as UK companies respond to changing consumer behaviour, according to the Arvato UK Outsourcing Index
UK businesses are increasingly integrating digital and traditional customer service channels to adapt to changing consumer behaviour, according to the Arvato UK Outsourcing Index.
Analysis of customer service outsourcing deals signed in the first half of 2016 (H1 2016), found that 83 per cent of contracts covered multi-channel services, compared with just 50 per cent in the same period in 2015.
The Arvato UK Outsourcing Index, compiled by business process outsourcing (BPO) provider Arvato and industry analyst NelsonHall, also found that total spend on outsourced customer services reached £706 million in H1 2016, a sharp rise on the £62 million worth of deals agreed in the first half of 2015.
Debra Maxwell, CEO of CRM Solutions, UK & Ireland, Arvato, commented: “UK brands are increasingly alive to the fact that it’s no longer acceptable to dictate to customers how and when they should make contact.
“As companies seek to provide a seamless customer journey, outsourcing providers have responded with contact centre models that integrate traditional phone and email support with newer channels, such as web chat, video and social media. As our research shows, this is becoming the norm in the UK market, to the benefit of consumers.”