Customer relationship outsourcing remains a key sector for both technology vendors and the call center market as a whole. For technology vendors, outsourcers are often the early adopters of technology and because of their visibility, they provide a proving ground for new features. For in-house call centers, they represent potential substitutes and the public standard by which their cost and effectiveness are judged.
Customer relationship management (CRM) technologies have radically changed the agent-customer interaction. These and other drivers have placed the call center, once thought of as a no-glory, cost-generating necessity, in the spotlight. The new emphasis on the call center is good news to service providers. CRM provided the necessary tools for outsourcers to give themselves a makeover. Traditional outsourcers, who used to be known for overflow and telemarketing activities, can now use CRM technologies to climb up the value chain.