“To survive or succeed in the downturn, retailers will be looking for efficient ways to generate revenue by managing the demands of the customer, while at the same time making cost savings across the organization”, says Christine Bardwell, retail technology analyst with Datamonitor and the report’s author.
“Many are looking to technology and services to help cut the cost of managing inventory, non-critical business processes and store operations.
Although retailers are outsourcing in a recession, the types of contracts have changed; large scale infrastructure overhauls are less common — instead retailers are requesting a mixture of services on lower value contracts, or transformational deals over longer periods of time.”
However, call centre operations are more likely to be kept in-house in the current environment, thanks to renewed emphasis on customer service in many organisations.
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