Channel shift driving customer contact BPS

Capita’s win at Carphone Warehouse (see Capita rings £160m deal at Carphone Warehouse) is just one of a number of customer contact deals we have seen recently in the UK. Last year Serco signed big deals with Shop Direct and Freeman Grattan Holdings, and last December, US-based pure play Sitel won a deal with airline Flybe, which saw it take on Flybe’s existing customer service agents in Exeter.

The common factor with these deals is that they are all with consumer-focused service organisations. This is an area facing intense competition and downward pressure on prices from an ever more internet savvy consumer. It is unsurprising that these organisations are looking at outsourcing more of their non-core activities. What is particularly interesting is that it is the customer services function, which appears to be the first to go.

Subscribers to TechMarketView's Foundation Service can read the analysis in UK HotViewsExtra here.

Posted by John O'Brien at '15:55' - Tagged: bps   contactcentre   customerservice