Call center outsourcing is more than just hiring a company to handle your overflow. It's a complex and intimate relationship. The core of that relationship is the tension that exists inside a lot of companies who come to realize that though their customers are their most important asset, handling their interactions is way beyond their core competency. That's when you bring someone else in, preferably an expert with robust infrastructure and solid experience. In recent years, outsourcers have been growing larger. The biggest ones sport broader geographic footprints, many more agent stations, and a wider range of services offered beyond simple call handling. Of late there is also a new collaborative model emerging that brings outsourcers even closer to their clients: asset acquisition.
Asset acquisition is simply the purchase of one company's non-core functions by another.
Source: CRM Daily
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