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Top : Outsourcing Contact Centers and Customer Service: More and more companies are outsourcing their customer service process and their call and contact centers. Learn about the pros and cons, dangers and successes.
Articles:
Gartner Says 80 percent of Customer Service Outsourcing Projects Aimed to Cut Costs are Destined to Fail - by Laurence GoasduffGartner research director Alexa Bona today presented 'The myths and realities of customer service outsourcing' at its Customer Relationship Management Summit 2005 in London. The presentation identified business risks associated with customer service outsourcing, contradicted a number of misconceptions surrounding the dominance of offshore call centres and offered key recommendations to make customer service outsourcing pay. (Added: 15-Feb-2006 Hits: 571 )
Outsourcing a call centre to India - different perspectives - by na
A lot has been speculated about how India is the passing, current or next big thing in call centres. But in a rapidly maturing market what is really going on on the ground? In the latest of our series of internatinal focus articles, three LimeBridge alliance members involved in the Indian market give their views.""The most striking thing about the Indian call centre industry is how the market appears different to different geographies and to different industries. (Added: 19-Jul-2005 Hits: 800 )
Are You Ready for Outsourcing? - by Amelia LaRoche
When should your company’s internal call center seek a partner? The lure of an external contact center’s 24/7 availability, glossy brochure showing smiling agents, expensive technology, and the promise of weekly reports, should all be pushed to the side until your company takes a long inward look. (Added: 19-Jul-2005 Hits: 645 )
Shifting Work Offshore? Outsourcer Beware - by BusinessWeek
Quality and security woes can eat expected savings (Added: 22-Jun-2005 Hits: 675 )
Another Look at Outsourced Call Centers - by n a
The reputation of call-center agents has plummeted in India over the past year, said Vishal Manchanda, who heads the India office of Arlington, Va.-based Cvent, an online event management firm. "It used to be if you said you were a team lead, a girl's family was impressed," he said. "Now, increasingly, it's being nullified. It's like the dot-com bubble which burst.... An associate or an agent is just a spoke in the wheel." (Added: 6-Feb-2006 Hits: 762 )
Outsourcing Market Losing Some Steam - CCT Outsourcing - - by n a
While some areas are growing at a healthy rate -- such as revenue from business-process outsourcing deals -- other areas suffer from anemic growth rates. For example, over the past few years, the value of traditional I.T. outsourcing deals has been marked by steadily declining, single-digit growth rates. (Added: 6-Feb-2006 Hits: 575 )
Call Centers Tap People Who Want to Work at Home - by Sue Schellenbarger
Now, working at home is taking a leap forward -- in the customer-service arena. Instead of sending call-center work to India or the Philippines, a growing number of consumer-products and -services companies, from Office Depot and J. Crew to Wyndham Hotels and Sears Holdings, are outsourcing work to people in their homes here. (Added: 6-Feb-2006 Hits: 1700 )
To Outsource or Not to Outsource - by William McKinney, Theresa Enebo, and Michael Ringman
There are considerable benefits to outsourcing your contact center services, including increased cost efficiency, access to cutting-edge technology, improved customer satisfaction, and greater functionality. There are also some crucial factors to consider when making the decision to outsource, such as internal transition challenges, the potential for lost jobs, and cultural differences in some offshore contact centers.""Learn more. (Added: 19-Jul-2005 Hits: 849 )
Compensation and the Remote Agent - by Basil Barnett
Employers in labor-intensive industries struggle every day with the salary vs. service dilemma: how to create a compensation structure that will motivate their workers without undermining the economics of the business. Customer contact centers and contact center agents are often at the center of this debate.""Building, maintaining and operating a contact center is an expensive proposition, with the costs for bricks, mortar, benefits, and wages clearly visible on the balance sheet. Poor customer service is expensive, too, but the costs are more difficult to measure. They are manifested in the call not answered or resolved, the sale not made, the unhappy customer lost to the competition. (Added: 19-Jul-2005 Hits: 644 )
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