Nowadays, outsourcing means more than just cutting costs. It has emerged as a business strategy that lets brands expand their capabilities and market reach, with the goal of building the ideal customer experience.
This shift in perspective means it’s now harder for brand owners and customer relations managers to pick the right call center to represent their company. The underlying principle is that, once a company seeks the services of a customer support firm, the relationship between the two goes beyond a client–vendor one. They become, in essence, business partners.