Displaying articles for: 07-29-2012 - 08-04-2012
By Mohammed Sadiq Ali, Director, Global Risk & Compliance
Application Business Services
I recently read an interesting Horses for Sources (HfS) article titled “It’s a miracle we’re yet to see any BPO/ITO security disasters.” It is indeed ironic that not much importance is given to security as part of the outsourcing process. There are enough constraints for CSOs to implement the latest security technologies to protect their organization from various security threats. When an organization makes a decision to outsource some of its work, business leaders usually either forget the necessity to involve the CSO or they pull them in much later in the game when there is a disaster just around the corner. But the bottom-line is that security should have a front-row seat at the outsourcing table.
The contact center is not just a function to address customer concerns. It can also open doors to sales and growth opportunities. Providing great customer service will increase retention and brand loyalty, which can drive additional sales. The contact center can also contribute directly to increased revenue by offering additional channels for customers to purchase products or services.