{"id":1432,"date":"2014-11-11T10:15:00","date_gmt":"2014-11-11T10:15:00","guid":{"rendered":"https:\/\/cloudbposervices.com\/uncategorized"},"modified":"2014-11-11T10:15:00","modified_gmt":"2014-11-11T10:15:00","slug":"contact-center-outsourcing-soon-to-be-gone-for-good","status":"publish","type":"post","link":"https:\/\/cloudbposervices.com\/en\/contact-center-outsourcing-soon-to-be-gone-for-good\/","title":{"rendered":"Contact Center Outsourcing: Soon to Be a Thing of the Past?"},"content":{"rendered":"
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November 11, 2014<\/p>\n

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Call centers may become obsolete in just a few years. Online services such as help desks and intelligent websites could shift all aspects of customer service to the Web. So much for a multichannel approach; what businesses and customers may face in the coming decades is a reduction, a return to simpler times.<\/p>\n

This seems to be the prevailing mindset at the Australian telecommunications company Telstra ( \u2013 ). Its CEO, David Thodey, notably commented that traditional call center jobs would become obsolete within a few years. The company has been outsourcing much of its call center work overseas, and its customers are reportedly unhappy with that move. However, Thodey\u2019s comments in August to ABC.net<\/em> The issues surrounding Telstra's future may have raised even more concerns.<\/p>\n

\u201cThink about how you interact with a bank today,\u201d Thodey said to ABC.net<\/em>. \u201cYou don\u2019t go to the bank branch that often, and I think that\u2019s going to be the reality for many traditional service-related jobs. It\u2019s going to be handled more and more digitally, and I think as difficult as that is to face, we have to\u2026 offshoring is a temporary step.\u201d<\/p>\n

As right or wrong as he may be, his comments may have been somewhat premature. Business Insider Australia<\/em> reports that, , he said call center agents must be good at their jobs\u2014no matter where they are located. He said many of Telstra's jobs are in Perth and that these positions are justified \u201cbecause we\u2019re a multicultural society and the criticism often centers on language or communication skills.\u201d<\/p>\n

That is arguably a valid point that any call center owner could make. Agents should be able to communicate effectively with their customers; it\u2019s unlikely anyone would deny that. Thodey isn\u2019t completely backing down, however, and recently reinforced his August comments with this statement:<\/p>\n

\u201cI do fundamentally believe that contact centers will decline in the future,\u201d he said.<\/p>\n

\u201cMore people are going online, and they prefer it because it offers a better experience.\u201d<\/p>\n

Thodey\u2019s words are not the final word on the subject. Business Insider<\/em> It also states that David Tudehope, the CEO of Macquarie Telecom ( \u2013 ), has taken the opposite position and argues that offshoring call center positions is not always the best idea. He explains how an internal bidding process allowed the company to view its call center operations as a core part of its overall operations.<\/p>\n

\u201cWe thought that contact centers were noncore, but when we thought about it, if we believed customer service was the key to our business, how could we not run our own contact centers? It\u2019s a very important part of how we engage with our customers. Outsourcing it just didn\u2019t make sense,\u201d Tudehope said.<\/p>\n

There are likely many business managers across all industries who will take one side or the other in this debate. For some companies, offshoring may be the right course of action; for others, it will not be. Either way, if Thodey\u2019s prediction proves accurate, many call center employees could lose their jobs in the next couple of decades. Customer service operations could shift entirely from traditional call centers to remote workers who operate exclusively through online portals. Ultimately, though, it may be up to the public to decide the future of those positions because they are the ones who demand exceptional service. They may continue to demand services that only call centers can provide.<\/p>\n<\/div>\n

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November 11, 2014 Call centers may be obsolete in a handful of years. Online services such as help desks and intelligent websites could transfer all areas of service to the domain of the Web. So much for a multichannel approach; what businesses and customers may have on their hands in the next few decades is […]<\/p>\n","protected":false},"author":1,"featured_media":1261,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"site-sidebar-layout":"default","site-content-layout":"","ast-site-content-layout":"default","site-content-style":"default","site-sidebar-style":"default","ast-global-header-display":"","ast-banner-title-visibility":"","ast-main-header-display":"","ast-hfb-above-header-display":"","ast-hfb-below-header-display":"","ast-hfb-mobile-header-display":"","site-post-title":"","ast-breadcrumbs-content":"","ast-featured-img":"","footer-sml-layout":"","ast-disable-related-posts":"","theme-transparent-header-meta":"","adv-header-id-meta":"","stick-header-meta":"","header-above-stick-meta":"","header-main-stick-meta":"","header-below-stick-meta":"","astra-migrate-meta-layouts":"default","ast-page-background-enabled":"default","ast-page-background-meta":{"desktop":{"background-color":"","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""},"tablet":{"background-color":"","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""},"mobile":{"background-color":"","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""}},"ast-content-background-meta":{"desktop":{"background-color":"var(--ast-global-color-5)","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""},"tablet":{"background-color":"var(--ast-global-color-5)","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""},"mobile":{"background-color":"var(--ast-global-color-5)","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""}},"footnotes":""},"categories":[65],"tags":[],"class_list":["post-1432","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-contact-center-outsourcing"],"_links":{"self":[{"href":"https:\/\/cloudbposervices.com\/en\/wp-json\/wp\/v2\/posts\/1432","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/cloudbposervices.com\/en\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/cloudbposervices.com\/en\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/cloudbposervices.com\/en\/wp-json\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/cloudbposervices.com\/en\/wp-json\/wp\/v2\/comments?post=1432"}],"version-history":[{"count":0,"href":"https:\/\/cloudbposervices.com\/en\/wp-json\/wp\/v2\/posts\/1432\/revisions"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/cloudbposervices.com\/en\/wp-json\/wp\/v2\/media\/1261"}],"wp:attachment":[{"href":"https:\/\/cloudbposervices.com\/en\/wp-json\/wp\/v2\/media?parent=1432"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/cloudbposervices.com\/en\/wp-json\/wp\/v2\/categories?post=1432"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/cloudbposervices.com\/en\/wp-json\/wp\/v2\/tags?post=1432"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}