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Thursday, May 08, 2008

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Outsource IT Provider

From it's title "Is It Wise For Credit Bureaus To Outsource To Foreign Call Center Firms?".....for me, i think if its for the good and success of a Company why not outsource to foreign call centers. If there is a good benefit for the company and for its workers it should be outsource.

George

Dear Outsource IT Provider:
Thanks for your comment and opinion. It highlights the points in my blog posts:
a) Outsourcing must benefit all 3 -- the company, the workers, and consumers. It's no good if outsourcing benefits only one;
b) Since outsourcing is such a good benefit for consumers, companies should be more direct, honesty, and clear about when and what work they offshore outsource. Why hide something that's good?
c) Offshore outsourcing solutions must account for data breaches and breach notification. If not, then it's no good for consumers.
I notice that you work for a trade group to promote offshore outsourcing in your country. Tell us what your member companies do regarding data security to prevent data breaches, and breach notification for consumers by offshore outsourcing firms.

Offshore Outsourcing Company

Good informative post.....thanks for sharing.

Business process outsourcing

I appriciated to read this blog.it's more infomative news.Outsourcing allows companies to focus on other business issues while having the details taken care of by outside experts. This means that a large amount of resources and attention, that might fall on the shoulders of management professionals, can be used for more important, broader issues within the company.

offshoreadvisor

In this recession period the outsourcing market was stumbling upon and most of the small size organization entirely depends on the outsourcing job. In the outsourcing area, web design,logo design and graphic design are increasing their popularity. The buyers and providers are fixed on a deal and then the providers providing the proposed job to the buyer.

http://www.offshoreadvisor.com/

George

Off Shore Advisor:

Thanks for sharing your opinion. Since you seem to represent a trade group in your country, can you provide some facts to support your above assertion? And how does this vary between a recession and a growth economy? What size small organizations? And how exactly do you help prevent data breaches? And when your member organizations have a breach, how can US consumers trust that we'll be notified? Consumers (and not business executives) read this blog and are curious about what outsourcing firms do to protect their sensitive personal data.

George
Editor
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Reservations call center

Now a days outsourcing services are most important in every business organization.Why not to outsource if it help boost your business or company..Outsourcing is an important tool as it helps to maximize your revenue and minimize your expenses.

George

Reservations Call Center:

Thanks for your comment, which I found particularly self-serving. The point of blog series was to highlight the related issues: consumers deserve notice about where their information is sent; companies are obligated to disclose offshore data breaches; and not focus narrowly on maximizing profits (as you say, maximize your revenue and minimize expenses). A better balance must be found between these competing needs.

George
Editor
http://ivebeenmugged.typepad.com

Business Process Outsourcing

Now outsourcing became a huge business. Many organizations have found that outsourcing their calls globally offshore has been very beneficial and a positive experience to leverage costs and language specialization. The recent Contact Center Satisfaction Index 2010 (CCSI), published by the CFI Group North America, reinforces four critical reasons to keep outsourced call center services within the U.S.

George

Everyone:

The 2010 study which Business Process Outsourcing referred to can be downloaded from here in Adobe PDF format:

http://www.crmxchange.com/uploadedFiles/White_Papers/PDF/CCSI%202010_final.pdf

Some interesting data points:

Page 11: "The perceived location of the contact center is a critical driver of contact center satisfaction. For customers who thought the call was handled inside the U.S., CCSI is 79. But for those who thought the call was outside the U.S., CCSI was 21 points lower at 58."

Page 12: "In general, customer frustration with offshore centers yields poor scores across the board. Callers have a difficult time understanding offshore agents, which leads to an ineffective and inefficient process. On the positive side, however, agents do get credit for trying."

Page 3: "Not surprisingly, the IVR system scores the lowest at 61. There is no way to sugarcoat the fact that consumers continue to be extremely frustrated with the automated functions they encounter at call centers. In fact, nearly half (45%) told us they immediately tried to bypass the IVR options altogether in order to reach a live operator (up from 42% last year)."

Page 4: "Customers put the blame on the company that chose to connect them to a foreign
country in order to save money."

The report pretties up a situation that is far less than ideal. And, the report says nothing about the SECURITY of consumers data at these contact centers, offshore or onshore.

George
Editor
http://ivebeenmugged.typepad.com

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