Objectives of Outsourcing The objectives for outsourcing often are derived directly from the motives for outsourcing. These motivations can be grouped into a few summary categories:
Organizational transformation:- using outsourcing to improve information systems services and related business processes Efficiency:- the desire to obtain information systems services at a lower cost
Effectiveness:- the desire to obtain better service
Flexibility:- agility
What is Call Center ? ď Ź
A call center is a physical place where customer and other telephone calls are handled by an organization, usually with some amount of computer automation. Typically, a call center has the ability to handle a considerable volume of calls at the same time, to screen calls and forward them to someone qualified to handle them, and to log calls. Call centers are used by mail-order catalog organizations, telemarketing companies, computer product help desks, and any large organization that uses the telephone to sell or service products and services. Two related terms are virtual call center and contact
What is Call Center Outsourcing ? An organization might outsource its call center because it is cheaper to contract a third-party than it would be to build its own in-house call center facility and management team. Call center outsourcing is an improved way for extending the global reach of businesses and increased service hours. With 24 hours assistance and the ability to meet the need of the customers outside of the business time zone, it is possible to deliver services to customer's desire.
Why an Outsourced Call Center is a Good Idea
Thinking of taking that leap to an outsourced call center? There are many reasons call center outsourcing makes good business sense. Here are just a few:
Set up for Any Purpose
Diverse Call Times
Save on Equipment
Let Someone Else Train Your Experts
Multiple Language Support
Benefits of Call Center Outsourcing ď Ź
A recent development among top global companies in Europe and America is to outsource call center services or business process outsourcing to developing countries in Asia, especially to India. When outsourced, the call center operations are handled by an offshore company with its own staff and physical infrastructure. The explosion of internet and communication technologies has propelled the phenomenon of outsourcing to a global scale.
Cons of outsourcing the call center overseas:
Cultural Barriers
Security / Privacy Issues
Regulatory / Training Issues
Separation of the Team
References
http://onlivecommunications.com/