offshore outsourcing tag
6 result(s) displayed for offshore outsourcing (1 - 6 of 6):
Curing the Pareto Illness
One of the most serious illnesses to strike organizations is the Pareto Principle: the notion that 20 percent of customers create 80 percent of the value, which is embedded in CRM methodology. To maximize profits the object is to focus resources on retaining and attracting the top 20 while giving minimal least-cost service to the bottom 80.
The Pareto Principle offers firms short-term gains through cost reductions while building greater loyalty and hopefully revenue from elite buyers. Yet it inflicts the medium/long-term pain from rising expenses, shrinking customer bases and individual income and spending declines.
NBC's Outsourced: Amusing, Little Edgy, Mildly Inaccurate, Has Possibilities
As one who has covered and worked in the contact center industry for the past 15 years I admit I had my reservations about NBC's new show Outsourced...Yet NBC to its credit balanced these issues that touch on the edge i.e. the bricks being thrown into and collected in the now-vacant Kansas City contact center for Mid America Novelties. It did so by focusing on the cultural clashes in both directions: accents, food, ways of life, interactions and yes humor.
Automation Dooming Indian Outsourced Contact Center Jobs?
Well thanks to technologies such as electronic order entry, improved IVR, speech recognition but more importantly web self-service and more recently outbound notifications there is a growing realization that automation could doom many jobs, such as in contact centers, even in India, long the land of low-cost offshore outsourcing.Does this mean that offshoring will end? Well...no. As India's companies and employees become more expert and proficient with technology, expect them to develop and refine automated solutions...at less cost than their North American counterparts.
The Missed Lesson Of Outsourcing to India, and Ireland
One more company, this time Primus Telecommunications Canada is repatriating its customer care from an unnamed outsourcer in India back home. There is irony in this news. New Brunswick, and Ireland, helped begin the move to nearshore/offshore contact center operations from the U.S. and other countries like the U.K. by offering their communities as berths with plenty of willing, able, educated, and low-cost labor. Unfortunately, New Brunswick, and by extension much of Canada (and other countries) that sought out contact centers had missed the lesson of Ireland, and that is to aggressively capitalize on them as gateways to higher-value/higher-paid IT jobs, a lesson that India has learned well.
Offshoring and Homeshoring
There has been a lot of fanfare lately of contact center work being brought back to the U.S. from other countries, most notably India. Yet unless the additional demand is managed effectively, the result could be higher costs, less service, and more automation and fewer jobs. There will still be offshoring, though at lower levels because many firms are satisfied with its cost/quality equation. There will also be if fewer live agents because self-service cannot replace people where high thought and touch are needed; some of those individuals will be traditional centers mainly because some organizations don't want or see the need to change.
Yet a growing percentage of agents will be at home, because there is no place like it to supply quality, cost-effective customer care and sales.
Feeling The Love From Offshore Outsourcing
Here's a piece on TMCnet today that takes a look at the pitfalls, both obvious and hidden, of offshore outsourcing and how to overcome them. First, it's important to identify the problems. My favorite snipped from this article was that...
