Outsourcing call center w działalności przedsiębiorstwa

• Main Authors: Andrzej Małachowski, Jacek Małachowski
• Format: Article
• Language: English
• Published: Wydawnictwo Naukowe Uniwersytetu Szczecińskiego 2015-01-01
• Series: Ekonomiczne Problemy Usług
• Subjects: call center; outsourcing; call center outsourcing; new technologies
• Online Access: https://wnus.edu.pl/epu/pl/issue/48/article/1342/

The article presents the scope and form of call center outsourcing and its impact on the efficiency and effectiveness of the enterprise. Synthetic measures are proposed: the efficiency and effectiveness of the call center, which also are indicators of the effectiveness and efficiency of outsourcing call center: organizational, functional and technological. In the next part of the article included basic statistics for the outsourcing of call/contact center. The final section presents the benefits and shortcomings of outsourcing call/contact center and indicated the main directions of development of call/contact center and call center outsourcing.