Research from analystDatamonitorthree
years ago predicted that speech-enabled self-service technology
will compete with offshore contact centre customer service
agents.
Today, the analyst said its prediction came true as
Lloyds TSB,
the UK’s fifth largest bank, announced it is to close its contact
centre in Mumbai, which typically handles overflow calls when UK
agents are busy.
Lloyds TSB said the widespread use and success of its automated
speech-enabled phone self-service system has eliminated the need
for additional agent capacity in Mumbai.
Daniel Hong, lead analyst of voice business research at
Datamonitor, said, “As we roll out the tape over the next several
years, cost pressures and globalisation will undoubtedly continue
to create strong tailwinds for offshoring.
"However, speech self-service will also proliferate and in many
instances compete with offshoring as companies scramble to assemble
the optimal blend of automation and agents for customer care.
However, he added that speech technology will not replace the
need for offshore contact centres for a lot of companies.
Peter Ryan, senior analyst of contact centre outsourcing
research at Datamonitor, added that Dell’s recent expansion into
the Philippines is a sign that customer care from foreign locations
is still a model that works.
Click for Datamonitor report
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