Labor cost and other related expenses are among the major reasons why most business today would rather prefer offshore outsourcing
I think or at least from a UK perspective, people are getting fed up with overseas call centers. If I'm looking for a supplier such as a bank etc, if they are using UK based call centres, then for me it becomes an influencing factor. From my corporate days, looking back, I wonder how efficient it was to outsource work to say India, and what the total cost was, when you factor in set up costs, ongoing education, high attrition, and rising Asian salaries. Be interesting to see some real numbers from a Blue Chip of say 10 years worth of outsourcing, and what the real costs were, versus the intended savings, and any impact to sales/customer service. Anyone else fed up with overseas call centres and outsourcing, or do you think it is viable and has a positive impact?
“I think or at least from a UK perspective, people are getting fed up with overseas call centers. If I'm looking for a supplier such as a bank etc, if they are using UK based call centres, then for me it becomes an influencing factor. From my corporate days, looking back, I wonder how efficient it was to outsource work to say India, and what the total cost was, when you factor in set up costs, ongoing education, high attrition, and rising Asian salaries. Be interesting to see some real numbers from a Blue Chip of say 10 years worth of outsourcing, and what the real costs were, versus the intended savings, and any impact to sales/customer service. Anyone else fed up with overseas call centres and outsourcing, or do you think it is viable and has a positive impact?” Sometimes I won't even bother calling for help if its over seas, The same goes for 0845 numbers I would usually just google the company and find a local number Thanks, Kevin.Wiles
“....From my corporate days, looking back, I wonder how efficient it was to outsource work to say India, and what the total cost was, when you factor in set up costs, ongoing education, high attrition, and rising Asian salaries. Be interesting to see some real numbers from a Blue Chip of say 10 years worth of outsourcing, and what the real costs were, versus the intended savings, and any impact to sales/customer service......” Would be interesting but ultimately if the cost goes higher the work will just move to another lower cost country. It's part of the global world we live in. I'm sure there could be customer satisfaction issues but the cost savings for the big companies are worth the loss of "some customers" (presumably).  Also, the apathy of many customers may mean that many are not lost even though they may not like it. |
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