|
Call it a multi-billion dollar
opportunity. Call it the second wave. Call it changing global
business dynamics.
No matter where your opinion lies but one thing is for sure, you
cannot ignore the phenomenon of contact center services, known
to us in its various forms—telemarketing to technical support to
receivables management to customer service.
When we started exploring the state of this industry, we had
a very simple question in mind: the same that we have put for
you above. Is this industry experiencing a boom or going sick?
After talking to almost all the companies who matter in this
business, we still do not have a clear answer. Not that we did
not get the information. Most of the companies have shared
information generously, something that is not a very common
experience for us normally.
Yet, the reason why we cannot answer that simple question is
that a large part of the industry is divided almost equally
between players who are running against time to handle the fast
growing business and companies who have huge facilities with
almost nil business. Then, there are the odd middle-of-the-road
companies which are just managing to survive. So what do you
call the state of the industry?
|
