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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:Outsourcing a call centre to India - different perspectives - by naA 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: 255 ) 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: 208 ) Outsourcing SLA: The Fine Print (Service-Level Agreements) - by na When outsourcing any part of your Web effort, the service provider is only as good as its service-level agreement. Here's how to make sure yours makes the grade. (Added: 27-Jun-2005 Hits: 173 ) Riding the Outsourcing Wave - by Brendan B. Read Outsourcing internationally saves companies huge sums of money - but there are risks. Here's advice on how to ride the wave. The benefits of outsourcing customer contacts to a domestic service bureau - low operating costs, quick ramp up times, and ease of adding and dropping programs, services and markets - are substantial. The benefits are still greater when outsourcing to an offshore company. (Added: 19-Jul-2005 Hits: 239 ) Diversified Services Essential to Maintaining Revenues in the Outsourced Contact Center Markets - by na Service providers in the outsourced contact center markets are beginning to show concern regarding their client's heavy reliance on offshore services. Despite the benefits of cost savings, outsourcers are advising clients to adopt a more selective approach while sending customer service operations offshore. The emerging trend among top-tier contact center outsourcers is RightShoring or BestShoring where only well-defined and routine transactions sent offshore. (Added: 19-Jul-2005 Hits: 267 ) 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: 285 ) Related Categories:
Communicating With Customers Pages Updated On:
28-Jan-2008
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18:26:07
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