Follow on Google News News By Tag Industry News News By Place Country(s) Industry News
Follow on Google News | 30 Percent of The Top 100 Global Outsourcing Companies are in Central and Eastern EuropeMarketing Insiders Group gathered prolific international BPO experts at the 2nd European BPO Forum edition, which took place on April 22nd in Vienna, reuniting 9 countries and 12 speakers from 2 continents, who offered valuable outsourcing insights.
By: Marketing Insiders Group “Eastern Europe has evolved into an important link in the global outsourcing chain and a more attractive destination for companies around the world. The second edition of the European BPO Forum established a multidisciplinary and comprehensive platform for professionals in the industry and enriched the outsourcing community, providing useful insights and data. On top of that, the conference gained its reputation as a strategic field of interaction and gainful partnerships” Rising stars on the outsourcing map: the Balkan countries Eastern and Central Europe are gaining ground as a viable location for outsourcing, challenging the Western Europe’s position on a global level. Central Europe is often chosen as an offshore destination due to its mature industry and highly skilled players, at a cost even 50% lower than Western Europe. Nonetheless, the cost advantage increases even more in Eastern Europe. The low cost criteria is not the only advantage in the region, as Balkan countries also provide a highly educated and specialized workforce. In the A.T.Kearney Global Services Location Index for 2014, which measures the offshoring potential in 51 countries, two Balkan countries rank among the top 20 - Bulgaria (9) and Romania (18), with Poland occupying the 11th position. The Balkan region also offers the possibility to outsource in many locations in the same country, each of them offering a vast pool of talent. On top of that, second-tier cities are becoming more and more competitive, offering better location costs, convenient labor expenses, skilled labor force, sound business environment (source: Call Communications) The latest developments in the outsourcing industry reveal a paradigm shift regarding customer interactions. “Social represents the greatest revenue opportunity for the outsourcing community”, according to Conversocial, a social customer service software provider. With a 30 percent yearly growth, social is now the fastest growing Digital Channel, covering an important sector in the customer service industry, given the fact that digital interactions account for 35 percent of all interactions. This year, social media represents up to 11.5 percent of interactions in contact centers (source: Dimension Data’s 2015 Global Contact Centre Benchmarking Report; Business Systems). "Everything is in the public domain. How do we restore trust between us and our customers? Dismiss your call center. Don’t think about outsourcing, move from the idea of call center, and embed a consistent experience Omni channel", stated Richard Kenny, EMEA Marketing Manager, Plantronics. "Social is difficult. It’s text based, it’s public, only one error can go viral. The opportunity is the gap between the number of the customers’ questions and the number of the responses of the companies to the customers. The outsourcing world has a great opportunity to fill this gap", stated Joseph Rice, Director, Channel & Business Development, Conversocial. These valuable insights and many more were presented at the 2nd edition of the European BPO Forum, which was designed as a networking and learning platform. The attending guests and speakers joined a remarkable business voyage on April 22nd in Vienna (Studio 44 der Österreichischen Lotterien - Rennweg 44, A-1038 Wien), mapping the following strategic coordinates: This year’s edition can be described as a multicultural approach towards the outsourcing industry, with professionals from 9 countries: Romania, Germany, Austria, Luxembourg, Serbia, Macedonia, Poland, UK and Canada - who offered savvy evaluations and predictions. Here are the main trends that were presented at the conference, which will bring a predictable difference in the outsourcing industry: social customer care, proliferation of digital interactions, smartsourcing, omnichannel, Human2Human versus B2B or B2C, aggregation of marginal gains, unified communications, and intelligent commerce through human relations. “The second edition 2015 provided a professional speaker and country mix including the topics: managing BPO strategic culture, 3.0 leadership tools, hi-tech business optimizations, and coping with challenges in the Balkan region. A great strategic mapping for new dynamics and the current fast change in customer care” said Maria Hoffrichter- For more information about conference participation terms, sponsorship and speaking opportunities, please contact us via mobile: +43 720 880 246 or e-mail: oana.olteanu@ End
Account Email Address Account Phone Number Disclaimer Report Abuse
|
|