Do You Agree With Offshore Call Center Outsourcing?

Offshore Call Center Outsourcing

Offshore Call Center Outsourcing is a big topic as of late.

Maybe because the issue has come up in many of the US Presidential Elections. 

Basically, the United States is in need of jobs growth and many believe that US Companies that engage in Offshore Call Center Outsourcing or sending tasks to BPO’s should be penalized.

India has enjoyed substantial growth in the past primarily due to United Kingdom and the United States offshoring but as of late the Philippine BPO industry has overtaken Indian in total jobs outsourced.

This is not surprising since the Philippines culture is more affinity to the US market.

The future of the BPO industry, US jobs and Call Center Outsourcing, is not know but I bet opinions are plenty.

I’m curious to find out what you think? Leave a comment to express your opinion.

Offshore Call Center Outsourcing Articles

Offshore Call Center Outsourcing is often in the news.

Why Call Centers Once Outsourced Overseas Are Coming Back to the U.S. In recent years, however, this trend has seen something of a reversal. Rather than increasingly leaving the U.S., many businesses are now bringing their call centers back to the U.S. What’s behind this trend, and what does it mean for call center outsourcing?

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Why Do Customers Hate Your Offshore Call Center So Much? For many years companies have been outsourcing different parts of their business. This isn’t a problem in itself it can even bring value to the company. Some brands outsource their IT department to specialized IT firms for example. They benefit from their expertise and knowledge without having to handle everything in-house. Outsourcing doesn’t always mean lower costs and lower quality. The problem is different with call centers as outsourcing often means offshoring to save money on what is considered a cost center.

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To stay competitive, US call centers are training workers to be super agents.  It has also been happening in the service sector. US companies have shipped thousands of call center jobs to countries like India and the Philippines, where labor is cheap and English skills are good enough to answer basic questions from halfway around the world.

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Enjoy these articles and let me know what your thoughts are on Offshoring Call Center.  If you're interested in this article then these may be of interest.

To Your Success,

Greg Meares

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About the Author: Greg Meares

As a Sr. Consultant for Performance Connections, Inc., Greg's primary objective is to provide value to organizations that are focused on raising brand awareness. Additionally Greg works on improving the customer experience, through business process re-engineering, and call center best practices. Greg is an industry expert and is often called upon to provide his analysis and solution oriented approach to improving performance in the BPO and Call Center industry.

1 Comment

  1. In the current financial climate our clients appreciate an investment in their local economy and this generates loyalty.
    There are also hidden in outsourcing that are sometimes underestimated or not fully considered. For example, ongoing support for the outsourced resources in different time zones, telecommunications, training and retraining.
    My company repatriated level 1 support from India to Australia in 2011 and we have increased customer sat in this area. We have also been able to increase the complexity of the tasks of the support analysts and therefore offer a more comprehensive service to our clients.

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