Cash-Strapped Studios Slash Films from New Zealand to Canada

By: Valerie Milano

HOLLYWOOD,CA(Hollywood Today) 2/9/2010–Ovum, a global analysis and consulting firm, reports that in a recent survey the tighter budgets of 2010 will have a direct effect on contact center outsourcing providers across North America, New Zealand, Australia and Western Europe. Only 1 in 5 businesses felt their budgets would grow.

According to Peter Ryan, Lead Analyst, based in Canada, “This placed tremendous pressure on enterprises that maintain in-house contact centers, as limited cash on hand means that they are unable to invest in new and leading-edge technology, and agent management will be compromised in terms of investing in ongoing training or increased staff incentives. These will result in the erosion of the end-user relationship over the long-term”.

With this in mind, the role of contract center outsourcers has changed since 2008 when the recession began. Today businesses are looking for partners who can develop new sales opportunities and maintain customer loyalty.

Outsourcers offering a superior level of service will go beyond the standard service call. Creating sales by offering add-ons and upsales of additional products and services increases sales while encouraging customers to stay rather than seek other providers will reduce the actual cost of the contract service center and increase profitability.

Although budgets will remain tight, taking advantage of all the tools in the box can result in improved sales and happy, loyal end-users.