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Outsourcing is becoming a hot topic on the market, as companies try to reduce costs

In Russia, the contact centre outsourcing sector has been attractive for vendors, mainly thanks to the improved infrastructure and ability to offer more advanced services. As the domestic economic climate has positively affected outsourcing growth in Russia overall, the contact centre outsourcing market has a potential for a substantial growth.

The competition on the Russian outsourcing market is fragmented, with no local leaders and a few international players. "The market and technology developments in Russia are similar to those in Europe. This includes contact channel integration, agent performance optimization, and self-service improvements.

These trends, however, fall 5-6 years behind the rest of Europe. In spite of this lag, companies providing outsourcing services will operate on the cutting edge, utilizing the latest, state-of-the-art technologies, as they will not have to rely on the contact centre 'legacy' technologies," notes Iwona Petruczynik.