\u0423\u0432\u0430\u0436\u0430\u0435\u043c\u044b\u0435 \u043a\u043e\u043b\u043b\u0435\u0433\u0438!
\n\u0411\u043b\u0443\u0436\u0434\u0430\u044f \u043f\u043e \u0418\u043d\u0442\u0435\u0440\u043d\u0435\u0442\u0443, \u043d\u0430\u0442\u043a\u043d\u0443\u043b\u0430\u0441\u044c \u043d\u0430 \u0442\u0430\u043a\u0443\u044e \u0438\u043d\u0444\u043e\u0440\u043c\u0430\u0446\u0438\u044e:
\n\u00ab13\/07\/2009 Contact centre outsourcers outperform in-house operations
\nA recent report from ContactBabel reveals that outsourced call centres take less time to answer calls, have 10 per cent less talk time and answer more emails quickly than their in-house counterparts.
\nOther key findings include:
\n\u2022 Between now and 2011, growth in the contact centre outsourcing sector will be more than double that of the in-house sector
\n\u2022 The outsourcing sector answers 27 per cent of emails within an hour \u2013 three times more than the in-house sector manages
\n\u2022 Outsourcers that have diversified into full-service BPO will tend to have far higher profit margins than contact centre-only players. However, premium contact centre service providers (which have a much greater understanding and delivery of multi-channel interaction handling than is usual) are protecting their margins
\n\u2022 Traditional transaction- or resource-based outsourcing pricing is being replaced by a hybrid risk-reward model, based upon a detailed and transparent view of pricing and cost\u00bb.
\n\u0412 \u0432\u043e\u043b\u044c\u043d\u043e\u043c \u043f\u0435\u0440\u0435\u0432\u043e\u0434\u0435:
\n\u00ab\u041d\u0435\u0434\u0430\u0432\u043d\u0438\u0439 \u043e\u0442\u0447\u0435\u0442 \u0430\u043d\u0430\u043b\u0438\u0442\u0438\u0447\u0435\u0441\u043a\u043e\u0439 \u043a\u043e\u043c\u043f\u0430\u043d\u0438\u0438 ContactBabel \u043f\u043e\u043a\u0430\u0437\u0430\u043b, \u0447\u0442\u043e \u0430\u0443\u0442\u0441\u043e\u0440\u0441\u0438\u043d\u0433\u043e\u0432\u044b\u0435 \u041a\u0426 \u043e\u0442\u0432\u0435\u0447\u0430\u044e\u0442 \u0431\u044b\u0441\u0442\u0440\u0435\u0435, \u0438\u043c\u0435\u044e\u0442 \u043d\u0430 10% \u043c\u0435\u043d\u044c\u0448\u0435\u0435 \u0432\u0440\u0435\u043c\u044f \u0434\u043b\u0438\u043d\u044b \u0440\u0430\u0437\u0433\u043e\u0432\u043e\u0440\u0430 \u0438 \u043e\u0442\u0432\u0435\u0447\u0430\u044e\u0442 \u043d\u0430 \u0431\u043e\u043b\u044c\u0448\u0435\u0435 \u043a\u043e\u043b\u0438\u0447\u0435\u0441\u0442\u0432\u043e \u044d\u043b\u0435\u043a\u0442\u0440\u043e\u043d\u043d\u044b\u0445 \u043f\u0438\u0441\u0435\u043c, \u0447\u0435\u043c \u0438\u0445 \u043a\u043e\u0440\u043f\u043e\u0440\u0430\u0442\u0438\u0432\u043d\u044b\u0435 \u00ab\u0442\u043e\u0432\u0430\u0440\u0438\u0449\u0438\u00bb.
\n\u041a\u0440\u043e\u043c\u0435 \u0442\u043e\u0433\u043e:
\n\u2022 \u0412 \u043f\u0435\u0440\u0438\u043e\u0434 \u0434\u043e 2011 \u0433\u043e\u0434\u0430 \u0440\u043e\u0441\u0442 \u0432 \u0441\u0435\u043a\u0442\u043e\u0440\u0435 \u0430\u0443\u0442\u0441\u043e\u0440\u0441\u0438\u043d\u0433\u0430 \u0431\u043e\u043b\u0435\u0435 \u0447\u0435\u043c \u0432 2 \u0440\u0430\u0437\u0430 \u043f\u0440\u0435\u0432\u044b\u0441\u0438\u0442 \u0440\u043e\u0441\u0442 \u0432 \u0441\u0444\u0435\u0440\u0435 in-house \u041a\u0426;
\n\u2022 \u0410\u0443\u0442\u0441\u043e\u0440\u0441\u0435\u0440\u044b, \u043a\u043e\u0442\u043e\u0440\u044b\u0435 \u0434\u0438\u0432\u0435\u0440\u0441\u0438\u0444\u0438\u0446\u0438\u0440\u0443\u044e\u0442 \u0441\u0432\u043e\u0439 \u0431\u0438\u0437\u043d\u0435\u0441 \u0432 \u043f\u043e\u043b\u043d\u043e\u043c\u0430\u0441\u0448\u0442\u0430\u0431\u043d\u044b\u0439 \u0430\u0443\u0442\u0441\u043e\u0440\u0441\u0438\u043d\u0433, \u043f\u043e\u043b\u0443\u0447\u0430\u0442 \u0442\u0435\u043d\u0434\u0435\u043d\u0446\u0438\u044e \u0443\u0432\u0435\u043b\u0438\u0447\u0435\u043d\u0438\u044f \u0441\u0432\u043e\u0435\u0439 \u043c\u0430\u0440\u0436\u0438 \u043f\u043e \u0441\u0440\u0430\u0432\u043d\u0435\u043d\u0438\u044e \u0441 \u043a\u043e\u043c\u043f\u0430\u043d\u0438\u044f\u043c\u0438, \u0440\u0430\u0431\u043e\u0442\u0430\u044e\u0449\u0438\u043c\u0438 \u0442\u043e\u043b\u044c\u043a\u043e \u043a\u0430\u043a \u041a\u043e\u043d\u0442\u0430\u043a\u0442\u043d\u044b\u0435 \u0446\u0435\u043d\u0442\u0440\u044b. \u041e\u0434\u043d\u0430\u043a\u043e, \u0442\u0435 \u043a\u043e\u043c\u043f\u0430\u043d\u0438\u0438, \u043a\u043e\u0442\u043e\u0440\u044b\u0435 \u0441\u043c\u043e\u0433\u0443\u0442 \u043f\u0440\u0435\u0434\u043e\u0441\u0442\u0430\u0432\u0438\u0442\u044c \u043f\u0440\u0435\u043c\u0438\u0443\u043c-\u0441\u0435\u0440\u0432\u0438\u0441 \u043f\u043e\u0441\u0440\u0435\u0434\u0441\u0442\u0432\u043e\u043c \u041a\u043e\u043d\u0442\u0430\u043a\u043d\u043e\u0433\u043e \u0446\u0435\u043d\u0442\u0440\u0430 (\u0437\u043d\u0430\u0447\u0438\u0442\u0435\u043b\u044c\u043d\u043e \u0431\u043e\u043b\u044c\u0448\u0435\u0435 \u0440\u0430\u0437\u043d\u043e\u043e\u0431\u0440\u0430\u0437\u0438\u0435 \u043a\u0430\u043d\u0430\u043b\u043e\u0432 \u0432\u0445\u043e\u0434\u0430 \u043f\u043e \u0441\u0440\u0430\u0432\u043d\u0435\u043d\u0438\u044e \u0441 \u043e\u0431\u044b\u0447\u043d\u044b\u043c\u0438 \u041a\u0426) \u043c\u043e\u0433\u0443\u0442 \u0442\u0430\u043a\u0436\u0435 \u0443\u0432\u0435\u043b\u0438\u0447\u0438\u0442\u044c \u0441\u0432\u043e\u044e \u043c\u0430\u0440\u0436\u0443.
\n\u2022 \u0422\u0440\u0430\u0434\u0438\u0446\u0438\u043e\u043d\u043d\u043e\u0435 \u0446\u0435\u043d\u043e\u043e\u0431\u0440\u0430\u0437\u043e\u0432\u0430\u043d\u0438\u0435 \u0432 \u0430\u0443\u0442\u0441\u043e\u0440\u0441\u0438\u043d\u0433\u0435, \u043e\u0441\u043d\u043e\u0432\u0430\u043d\u043d\u043e\u0435 \u043d\u0430 \u0442\u0440\u0430\u043d\u0437\u0430\u043a\u0446\u0438\u044f\u0445 \u0438 \u0440\u0435\u0441\u0443\u0440\u0441\u0430\u0445, \u0431\u0443\u0434\u0435\u0442 \u0442\u0440\u0430\u043d\u0441\u0444\u043e\u0440\u043c\u0438\u0440\u043e\u0432\u0430\u0442\u044c\u0441\u044f \u0432 \u0433\u0438\u0431\u0440\u0438\u0434\u043d\u0443\u044e \u043c\u043e\u0434\u0435\u043b\u044c \u043e\u0446\u0435\u043d\u043a\u0438 \u0440\u0438\u0441\u043a\u043e\u0432, \u043e\u0441\u043d\u043e\u0432\u0430\u043d\u043d\u0443\u044e \u043d\u0430 \u0434\u0435\u0442\u0430\u043b\u044c\u043d\u043e\u043c \u0438 \u043f\u0440\u043e\u0437\u0440\u0430\u0447\u043d\u043e\u043c \u043f\u0440\u0435\u0434\u0441\u0442\u0430\u0432\u043b\u0435\u043d\u0438\u0438 \u0446\u0435\u043d\u044b \u0438 \u0441\u0442\u043e\u0438\u043c\u043e\u0441\u0442\u0438.\u00bb<\/p>\n
\u041c\u043d\u0435 \u0441\u0442\u0430\u043b\u043e \u0438\u043d\u0442\u0435\u0440\u0435\u0441\u043d\u043e \u2013 \u0434\u0435\u0439\u0441\u0442\u0432\u0438\u0442\u0435\u043b\u044c\u043d\u043e \u043b\u0438 \u0443 \u043d\u0430\u0441 \u0442\u043e\u0436\u0435 \u043d\u0430\u0431\u043b\u044e\u0434\u0430\u0435\u0442\u0441\u044f \u0442\u0430\u043a\u043e\u0435 \u0441\u043e\u043e\u0442\u043d\u043e\u0448\u0435\u043d\u0438\u0435 \u043a\u0430\u0447\u0435\u0441\u0442\u0432\u0430 \u0440\u0430\u0431\u043e\u0442\u044b \u0430\u0443\u0442\u0441\u043e\u0440\u0441\u0438\u043d\u0433\u043e\u0432\u044b\u0445 \u0438 in-house \u041a\u0426? \u0415\u0441\u043b\u0438 \u0434\u0430, \u0442\u043e \u0432\u0430\u0448\u0438 \u043a\u043e\u043c\u043c\u0435\u043d\u0442\u0430\u0440\u0438\u0438 \u043d\u0430 \u044d\u0442\u0443 \u0442\u0435\u043c\u0443? \u0421\u043e\u0433\u043b\u0430\u0441\u043d\u044b \u043b\u0438 \u0432\u044b \u0441 \u0432\u044b\u0432\u043e\u0434\u0430\u043c\u0438, \u043f\u043e\u0441\u043a\u043e\u043b\u044c\u043a\u0443 \u0432 \u0438\u0441\u0441\u043b\u0435\u0434\u043e\u0432\u0430\u043d\u0438\u044f\u0445 \u0440\u043e\u0441\u0441\u0438\u0439\u0441\u043a\u043e\u0433\u043e \u0440\u044b\u043d\u043a\u0430 \u041a\u0426 \u044f \u0432\u0441\u0442\u0440\u0435\u0447\u0430\u043b\u0430 \u043f\u0440\u044f\u043c\u043e \u043f\u0440\u043e\u0442\u0438\u0432\u043e\u043f\u043e\u043b\u043e\u0436\u043d\u0443\u044e \u0438\u043d\u0444\u043e\u0440\u043c\u0430\u0446\u0438\u044e: \u00ab\u0418\u043d\u0442\u0435\u0440\u0435\u0441\u043d\u043e, \u0447\u0442\u043e \u0432 \u0441\u0440\u0430\u0432\u043d\u0435\u043d\u0438\u0438 \u0441 \u0434\u0430\u043d\u043d\u044b\u043c\u0438 \u0437\u0430 2007 \u0433\u043e\u0434 \u0434\u043e\u043b\u044f \u0430\u0443\u0442\u0441\u043e\u0440\u0441\u0438\u043d\u0433\u043e\u0432\u044b\u0445 \u0446\u0435\u043d\u0442\u0440\u043e\u0432 \u0443\u043c\u0435\u043d\u044c\u0448\u0438\u043b\u0430\u0441\u044c \u0438 \u043f\u0435\u0440\u0435\u0448\u043b\u0430 \u043d\u0430 \u043a\u043e\u0440\u043f\u043e\u0440\u0430\u0442\u0438\u0432\u043d\u044b\u0435 call-\u0446\u0435\u043d\u0442\u0440\u044b, \u043a\u043e\u0442\u043e\u0440\u044b\u0445 \u0432 2007 \u0433\u043e\u0434\u0443 \u043d\u0435 \u0431\u044b\u043b\u043e.
\n\u041c\u043e\u0436\u043d\u043e \u043f\u0440\u0435\u0434\u043f\u043e\u043b\u043e\u0436\u0438\u0442\u044c, \u0447\u0442\u043e \u0432 \u0443\u0441\u043b\u043e\u0432\u0438\u044f\u0445 \u043a\u0440\u0438\u0437\u0438\u0441\u0430 \u0438\u043c\u0435\u043d\u043d\u043e \u043a\u043e\u0440\u043f\u043e\u0440\u0430\u0442\u0438\u0432\u043d\u044b\u0435 call-\u0446\u0435\u043d\u0442\u0440\u044b \u0431\u0443\u0434\u0443\u0442 \u0440\u0430\u0437\u0432\u0438\u0432\u0430\u0442\u044c\u0441\u044f \u043b\u0443\u0447\u0448\u0435 \u043e\u0441\u0442\u0430\u043b\u044c\u043d\u044b\u0445, \u0447\u0442\u043e \u043e\u0431\u0443\u0441\u043b\u043e\u0432\u043b\u0435\u043d\u043e \u043c\u0435\u043d\u044c\u0448\u0438\u043c\u0438 \u0437\u0430\u0442\u0440\u0430\u0442\u0430\u043c\u0438 \u043d\u0430 \u0443\u0441\u043b\u0443\u0433\u0438 \u0441\u043e\u0431\u0441\u0442\u0432\u0435\u043d\u043d\u043e\u0433\u043e \u0446\u0435\u043d\u0442\u0440\u0430 \u043d\u0435\u0436\u0435\u043b\u0438 \u043f\u0440\u0438\u0432\u043b\u0435\u0447\u0435\u043d\u043d\u043e\u0433\u043e.\u00bb (\u0410\u041d\u0410\u041b\u0418\u0422\u0418\u0427\u0415\u0421\u041a\u0418\u0419 \u041e\u0422\u0427\u0401\u0422 \u041f\u041e \u041c\u0410\u0420\u041a\u0415\u0422\u0418\u041d\u0413\u041e\u0412\u041e\u041c\u0423 \u0418\u0421\u0421\u041b\u0415\u0414\u041e\u0412\u0410\u041d\u0418\u042e \u041f\u0415\u0420\u0421\u041f\u0415\u041a\u0422\u0418\u0412\u042b \u0420\u042b\u041d\u041a\u0410 \u0421\u0410LL-\u0426\u0415\u041d\u0422\u0420\u041e\u0412 \u0412 \u0423\u0421\u041b\u041e\u0412\u0418\u042f\u0425 \u041a\u0420\u0418\u0417\u0418\u0421\u0410, \u041c\u0410 Step by Step, \u0434\u0435\u043a\u0430\u0431\u0440\u044c 2008 \u0433).<\/p>\n","protected":false},"excerpt":{"rendered":"
\u0423\u0432\u0430\u0436\u0430\u0435\u043c\u044b\u0435 \u043a\u043e\u043b\u043b\u0435\u0433\u0438! \u0411\u043b\u0443\u0436\u0434\u0430\u044f \u043f\u043e \u0418\u043d\u0442\u0435\u0440\u043d\u0435\u0442\u0443, \u043d\u0430\u0442\u043a\u043d\u0443\u043b\u0430\u0441\u044c \u043d\u0430 \u0442\u0430\u043a\u0443\u044e \u0438\u043d\u0444\u043e\u0440\u043c\u0430\u0446\u0438\u044e: \u00ab13\/07\/2009 Contact centre outsourcers outperform in-house operations A recent report from ContactBabel reveals that outsourced call centres take less time to answer calls, have 10 per cent less talk time and answer more emails quickly than their in-house counterparts. Other key findings include: \u2022 Between now […]<\/p>\n","protected":false},"author":1,"featured_media":77,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_jetpack_memberships_contains_paid_content":false,"footnotes":""},"categories":[5,7],"tags":[21,1172,16,8],"class_list":["post-80","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-blog","category-mnenie","tag-call-tsentr","tag-blog","tag-kontaktnyiy-tsentr","tag-mnenie-2"],"aioseo_notices":[],"jetpack_featured_media_url":"https:\/\/ivelychko.com.ua\/wp-content\/uploads\/2011\/09\/KTS-1.jpg","jetpack_sharing_enabled":true,"_links":{"self":[{"href":"https:\/\/ivelychko.com.ua\/uk\/wp-json\/wp\/v2\/posts\/80","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/ivelychko.com.ua\/uk\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/ivelychko.com.ua\/uk\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/ivelychko.com.ua\/uk\/wp-json\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/ivelychko.com.ua\/uk\/wp-json\/wp\/v2\/comments?post=80"}],"version-history":[{"count":2,"href":"https:\/\/ivelychko.com.ua\/uk\/wp-json\/wp\/v2\/posts\/80\/revisions"}],"predecessor-version":[{"id":543,"href":"https:\/\/ivelychko.com.ua\/uk\/wp-json\/wp\/v2\/posts\/80\/revisions\/543"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/ivelychko.com.ua\/uk\/wp-json\/wp\/v2\/media\/77"}],"wp:attachment":[{"href":"https:\/\/ivelychko.com.ua\/uk\/wp-json\/wp\/v2\/media?parent=80"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/ivelychko.com.ua\/uk\/wp-json\/wp\/v2\/categories?post=80"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/ivelychko.com.ua\/uk\/wp-json\/wp\/v2\/tags?post=80"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}