Increase seen in IT outsourcing in call centres

Increase seen in IT outsourcing in call centres

It has been found by new research that due to the budget constraints, IT outsourcing in call centers is on the higher side.

An IDC study has revealed that the 'budget and outsourcing' gap widened by 6.9 per cent year-on-year in 2008; with outsourcing expected to comprise 47.6 per cent of the IT services market by 2013.

Adam Lee, a market analyst at the organization informed that that in times of economic instability many organizations such as call centers prefer managed and outsourced IT capabilities.

He stated, "This is driven by end users' favour for predictable periodic expenses and potential cost savings from vendors' economics of scale."

IT outsourcing providers can reach out to call centres by signing outcome-based contracts and price-per-mainframe capacity deals, and by continuing to fulfill their service level agreements.

A recent report by Gartner indicates that the cloud computing permits software to be used flexibly in line with high and low levels of consumer demand.