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Now a day’s call center outsourcing is a hotly discussed matter in IT, accounting, digital marketing, HR, customer support, and development circles because many companies are facing a cash crunch due to lull in business for months together. Unsurprisingly, culprits are COVID-19 followed by the global recession. The previously cash-strapped businesses are now on the brick of sustenance crises which if left unaddressed would cause them to go under. Pinched by financial uncertainty, many businesses are turning to call center service providers to stay lean and ride out the storm.

The outsourcing process involves getting a third-party call center service provider to manage the day-to-day call center roles instead of hiring and training full-time call center agents for in-house management. The advantage of call center outsourcing is that businesses don’t have to worry about software and infrastructure expenses because third-party service providers are already well-equipped. The outsourcing party can decide whether to outsource a portion of call center operations or the entire functions. If a choice is made, SLA and NDA’s are signed and the selected functions are placed in the hands of a service provider.

Businesses worldwide are contemplating measures to shrink the workforce to avoid being wiped off the map. If your business is at risk of being guillotined, outsourcing customer service may be the only remedy. So, let’s dig into the call center outsourcing trends in 2020 and beyond.

The downsides of choosing a wrong outsourcing partner is a decline in service quality and it devalues the brand/business because the agents handling your customers could be uninspired or lack experience in ensuring client satisfaction. Also, most of the outsourcing partners in Sri Lanka manages processes in the form of a shared services where the contact center agents are loaded handling multiple companies processes simultaneously, these facts result in wiping out the productivity of the whole process and it does not really add any value to the client. 

Konnect BPO Technologies (PVT) Ltd. simply breaks this universal barrier by ensuring dedicated agents are allocated to enhance productivity and run the process smoothly with great loyalty shown towards the services provided for the respective client’s process.

Mr. Azath Zarook – Director of Konnect BPO Technologies (PVT) Ltd. Added “I strongly believe that the key to successfully managing a particular process is by providing a superior end-to-end customer service while adding great value to the respective brand and adhering to strict compliance policies. Hence we are among the industry leaders and doing what we do at our best with passion to help achieve our client's goals.”

Konnect BPO Technologies (Pvt) Ltd. is one of the leading BPO solution providers in Sri Lanka offering a wide range of uninterrupted high-end services and intense outsourcing solutions to all valuable clients to achieve their goals and be on top of the game in this highly competitive market.

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