Offshore call centres here to stay, says Computer Business Reviews.
I wonder where is the news.
The recent comeback of some centers from India to inshore or nearshore location, as well as the political pressure against offshore centers are grabbing the headlines. But declaring offshore centers dead is as wrong as declaring that all centers will go offshore.
The call center market offers today more options than ever before. And every delivery model (inshore, offshore, nearshore, whatevershore) has its advantages and drawbacks. There is no one model that is better for everything.
Buyers should spend some time researching the right partner and location for their call center needs. This is some research they need to make:
- Is the process to be outsourced documented and standardized? If it’s not inshore may be better. Or find a prtner with a strong and proven methodology for starting up and running new services.
- What are the skills needed (language, technical, …)? Assess the skills in the potential location/partner you are evaluating. Ask to be involved in the recruitment process.
- How much time and effort are you prepared to invest in starting up and managing the operation? Small and lean providers may be cheaper and more flexible, but may require a stronger support from the client.
makewell
on Sep 24th, 2009
@ 9:02 am:
Now a days everywhere technology is required. Not only technology but advance technology.In order to maintain and provide good customer service call centers also require good and fast call center software . Because if call centers will not be technology upgraded they can not maintain their good service and yes not any customer wants poor service.