Organisations Offshoring contact centre services say their decision to send functions overseas has had a positive effect on their operations, according to a new callcentres.net study.

The Global Financial Crisis and the Imperative to Outsource, commissioned by Convergys, found that organisations involved in Offshoring agree that Offshoring is an effective strategy for reducing the challenge of maintaining operational costs and the challenge of employee turnover.

"Speaking to respondents, we found that legacy view points were being replaced by a more contemporary view of how Australian organisations can benefit from business process outsourcing," said callcentres.net managing director Dr. Catriona Wallace.

In this time of economic downturn, Australian organisations rated acquiring and retaining customers as their most significant challenge, followed by increasing productivity; upgrading or implementing new technology and then, revenue generation. One third of respondents regard outsourcing as one of their top 10 strategic priorities for the next 12 months. "In Australia, 65% of organisations do indeed engage in some form of business process outsourcing,"

Dr. Wallace said. "These include customer interaction activities, back office applications and form processing, IT, finance and HR management."

Australia and New Zealand were both rated higher than India, The Philippines, China and Malaysia in terms of the top three factors influencing the decision to offshore. Source: callcentre.net contact news