Self-Service Options May Displace Offshore Agents
by CRM Magazine

Cost savings will prompt organizations to offer customers better ways to serve themselves.
By Phillip Britt

Speech-enabled self-service technology will compete with offshore call center agents, because the technology provides a more cost-effective approach to service low-level transactions, according to a report from London-based research firm Datamonitor.

According to the report, using an offshore call center can save 25% to 35% per call compared to a U.S. location. Yet a speech-enabled call center can handle the same call for 15% to 25% of the cost of an India-based call center. Businesses that already have offshore call centers can look to drive greater cost savings by implementing speech-enabled self-service solutions.

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