This is Ziptone's dossier on outsourcing in customer contact. On this page, you will find an overview of all relevant articles on outsourcing customer contact. This dossier is closed and is no longer updated.
Also check it out Dossier: offshoring Suriname.
Last update: May 13, 2026
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Best practices
Everything you need to know about customer contact outsourcing – Outsourcing is not new. Companies have long been outsourcing certain processes – such as security, catering and cleaning. Nevertheless, 'outsourcing' gained momentum around the turn of the century. “Business process outsourcing” became fashionable when it became clear that many thousands of well-trained people became available every year in countries such as India and the Philippines. This basic article discusses the context of outsourcing customer contact and the most common motives.
Outsourcing customer contact for the first time Those who choose to outsource for the first time usually arrive at one or more of the following motivations: cost savings, increased flexibility, or achieving improvement and innovation. But achieving these goals doesn't happen automatically. We've compiled some tips for first-time outsourcers.
What are the success factors of good cooperation in outsourcing? Outsourcing a business process is a strategic choice in which costs and competences play a central role. Access to economies of scale, not having to invest in specific assets, access to specialized knowledge and experience, and being able to scale up and down flexibly are motives that specifically belong to 'outsourcing 1.0' and primarily relate to output. Increasingly, the objectives when outsourcing processes are focused on outcomes. In this approach, 'outsourcing 2.0', communication, collaboration and change are important competencies, as is the ability to work together on clear and shared objectives.
Outsourcing with impact: from output- to outcome-based collaboration – Anyone who wants to achieve more by outsourcing customer contact than simply relocating work can opt for a collaboration based on outcomes.
Research and analysis
Six Reasons to Watch Suriname's BPO Sector – Analysis Outsourcing customer contact in Suriname? The Surinamese BPO market is struggling with increasing tightness. Six developments to keep an eye on.
Africa: Emerging Region for Customer Contact Outsourcing Ziptone lists five emerging BPO countries: Benin, Cameroon, Ethiopia, Rwanda and Togo. Wages start at 45 euro cents per hour.
Facility contact centers in Suriname: 8 players added in 12 months – The BPO market for facility contact centers in Suriname has grown significantly last year. Last year, Ziptone's market overview included 18 parties in the field of customer contact, of which 16 ultimately turned out to actually be active with a facility contact center. This year there are at least 29 companies active.
Customer contact outsourcing to Suriname: who does what? Ziptone mapped out which parties in Suriname are active with outsourcing of customer contact. An overview of the main players.
Efficiency and cost savings main goals outsourcing customer contact – When choosing a new partner, quality is the most important criterion, but that is not the main goal of outsourcing customer contact.
British facility customer contact has 175.000 employees – market report – The British contact center industry association CCMA has presented a concise market report on the UK customer contact outsourcing market. Spoiler alert: despite an average turnover rate of 44% and an average absenteeism rate of 9%, the British facilities sector manages to achieve cost savings for outsourcers of 5 to 20 percent.
Offshoring: customer contact on the move! – Ziptone lists existing and emerging customer contact offshoring destinations. Where are prices rising and where is new potential? Attention to South America, Asia, Eastern and Southern Europe and special attention to South Africa and Suriname, two important emerging destinations.
Who's calling please? Near and offshoring go hand in hand with digitization – Tightness on the labor market and ongoing digitization: the perfect storm for near- and offshoring of customer contact.
Outsourcing and data security: closing point or starting point? - analysis – At the corona test line, after no more than a few days of training, large groups of employees went to work for ten euros gross with systems that turned out to be insufficiently secured. The GGD has dismissed previous signals from its own organization about inadequate application security. Were the correct risk assessments made when it was decided to use systems whose data security was not in order? Part 2 of an analysis.
Latest updates
HelloFresh: AI and Real-Time Chat Translation from Manila – Day 3 of CCW2025 Using AI in customer contact? Data management and processes must be in order, as Lidl, HelloFresh and a fiber optic provider show.
No chatbot for Rituals for the time being – Outsourcing, primarily to deal with the holiday peak, is no obstacle at all for Rituals to be declared the most customer-friendly company in the Netherlands.
“Mercedes-Benz opts for outsourcing Customer Assistance Center Maastricht” – 380 jobs will disappear at the Mercedes-Benz Customer Assistance Center in Maastricht. They will be moved to Teleperformance in Greece.
Ankie Straathof: “Are there enough game changers in your team?” Straathof has been responsible for customer care at the Bijenkorf for more than 12,5 years and has been in the customer contact field for 30 years. De Bijenkorf has outsourced and insourced.
Help, the doctor is drowning - about (un)reachable general practices – General practitioners and zbc's can outsource part of their telephone traffic to HMCC. Part 10 in the series 'unusual contact centers'.
The revenue model of facility contact centers is under pressure More than one in three organizations intends to automate a quarter to half of the customer contacts that are now carried out by employees within two years. What does that mean for the FTE-based revenue model of facility contact centers?
Benefit from other people's scale and expertise – Not every contact center has sufficient scale to keep a full-fledged WFM team up and running. At the same time, WFM is not something you do on the side. Jesse de Jong, workforce management professional at PlanMen about the motives for outsourcing WFM.
Why you shouldn't outsource workforce management There are good reasons not to outsource workforce management (WFM). Day management in particular works better if there are short lines of communication with the shop floor. Outsourcing WFM can also make it less easy to access WFM data. PlanMen explains.
Any suggestions for additions to this file? Email the editor.
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Opposition party Groen does not foresee a smaller, but a larger workload because an external call center is less well informed than its own staff.