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Utilities Outsource Contact Centers
Spurred by pandemic induced social distancing rules, utility investments in outsourced customer contact centers grew 15% in 2021, according to management consulting firm Avasant. Rapid changes in technology, security challenges, and a shortage of qualified staff were reasons for the change. Another factor is energy companies are moving away from a view of a contact center as a cost center and toward one positioning it as a strategic business enabler.
Utilities Outsource Contact Centers
The global contact center outsourcing services industry grew 15% between 2020 and 2021. Lockdowns and social distancing made it difficult for enterprises to keep their contact centers operating at capacity, and outsourcing closed the gap. The pandemic has
Source: avasant.com
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