The secrets of Outsourcing Experts Group’s success on the financial market
OEX Group is searching for new tools dedicated to the financial sector. Adam Kotrych – an expert from Voice Contact Center company – presented at the Congress of Call Contact Center Management the potential outsourcing solutions in the sustainable development of the financial sector in Poland.
During the Congress organized by Business Media Solutions specialists from the outsourcing sector were debating in two separate sessions: ”The recruitment and motivation in Call Center" and "Contact Center as a Profit Center ”. A lecture given by Adam Kotrych, President of Voice Contact Center, a company representing the Group Outsourcing Experts, raised a significant for the market and topical issue of complex business processes in a comprehensive customer service. The main theme was the sale of financial products with the use of an external potential, including call and contact centers.
As Adam Kotrych assures: "The banking sector, insurance and financial services and the debt collection market are, from the point of view of outsourcing companies, highly prospective sectors, presenting a high growth potential. On the other hand, the law signed by the President concerning outsourcing in the banking sector opens a way for this sector to use services of external companies. It is all the more tempting because outsourcing relieves the banks and the financial sector in a growing number of areas through solutions dedicated especially for them. Thanks to this, the process is being realized in a more efficient way and data safety, which is a key problem in that kind of business, is significantly higher”.
Competition in the financial market makes the outsourcing an excellent alternative for many companies in this sector to build competitive advantage and compete successfully for their market position. Such business model allows optimizing the costs associated with the staff, maintenance of infrastructure and office space. Therefore, institutions in the financial sector are increasingly eager to use services rendered by specialized outsourcing companies, supporting their current activities. The survey conducted in 2010 by IPSOS to order of a Group company ArchiDoc OEX has proved that 77% of the surveyed companies in this industry have already used back-office outsourcing services, which means an increase by as much as 18 percentage points since 2008. The main areas where this solution is applied are: administration (41%), customer service (36%) and sales and marketing (34%).
“We have focused on entities in the financial sector due to the fact that more and more often, they see the benefits of outsourcing call and contact centers. Experience of the Group resulting from the cooperation with financial and insurance companies as well as banks shows that the call center can be used at many stages of selling a financial product. There are also a number of possibilities of a flexible combination of the product with other outsourcing services, such as document management, sales and marketing support, and logistics. It is this element of synergy that shows a competitive advantage of the Outsourcing Experts Group"- says Konrad Rochalski, President of Outsourcing Experts.
ArchiDoc from the Outsourcing Experts Group provides back-office outsourcing services already to 9 major institutions in the financial sector. According to development plans, at the end of 2011 almost one third (33%) of company customers will be entities from the financial industry. This market is not saturated yet, therefore ArchiDoc assumes that with its experience and competence in the field of outsourcing solutions related to managing documents, the company will perform orders of this kind for at least 14-15 businesses from the banking and financial sectors in the next years.
Currently, in the company’s portfolio there are already 3 out of 4 major Polish banks which take advantage of the modern way of handling clerical processes in the external model.