With the rise of the technology sector and the startup ecosystem, outsourcing has become a window of opportunity for companies to acquire and retain development talent and teams as the supply of developers is not enough to meet the demand.
The alternative is to handle multiple costumer communication channels–calls, emails, web chats, and text messages–in-house. But establishing a multichannel contact center is an expensive proposition. It requires a major investment in facilities, equipment and technology–not to mention the cost, time and energy needed for staff training and ongoing operations.
Fortune 500 enterprises and government agencies need to stay focused on core competencies, so these types of large organizations often outsource call center functions to specialized service providers.
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