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Our Views and Opinion
The General Industry Compensation Report published by professional services firm Towers Watson says Lower-skilled and process-based jobs in the UK remain vulnerable in the face of continued popularity of business process outsourcing (BPO) to central and eastern European countries.The General Industry Compensation Report published by professional services firm Towers Watson says Lower-skilled and process-based jobs[…]
Gone is the age when the customers used to have only one way of complaint redressal, a toll free number , with an IVR announcing several options and a long wait before the call could actually be transferred to a call center representative. The customer used to go through this agonizing process till, social media[…]
An average american thinks that outsourcing is all about handling phone calls for technical support and chasing people with outstanding credit card payments. The fact of the matter is this a highly flawed notion. the business process outsourcing industry in india is $16 billion business (as per nasscom) and is growing in all the imaginable[…]
Infosys – the Indian answer to Accenture is in the news for all the wrong reasons. First the company’s profit in the three months missed analysts’ estimate, notably, 3rd time in four quarters. The company which used to say that it will grow faster than the industry, has forecasted a gloomy picture of less than[…]
In the call center industry trends are changing quite fast. This is because the expectations of the customers are changing quite fast too. They are becoming more demanding and making vendors more accountable.It is not that previous trends in the call center services are no longer viable. They are, but the same has to be[…]
iGate’s ex CEO, Phaneesh Murthy, the guy who hit the headlines in the month of April for advocating the game changer “result based billing model” was again in news in the month of May for all the wrong reasons. He allegedly sexually harassed his female colleague and did this for the second time in his[…]
I read this comment below a news story reporting about a fortune 500 company thinking about pushing their call centers back to United States. The commentator said – “When you outsource in a way that results in quality suffering, it eventually erodes your bottom line, i.e., loss of ‘good will’. Sure, the company saves money[…]
On the Internet, the way people perceive you is the way you are. After all, they can’t see your face, so whatever is said or commented about you, must be true, right? This then becomes your online reputation, and as a business, your reputation can either make or break you. That’s why so many businesses[…]
The global economy has changed in many ways in the last half decade and so have the underlying platforms behind information and computer technology. Combined, this has dramatically affected the relationship between clients who need Business Process Outsourcing and providers who dial it in. In many ways we’re seeing the birth of the second generation[…]
Outsourcing a contact center isn’t an easy decision. There are many stages and several factors involved. Despite of addressing all the concerns, many a times that relationship fails. It fails, primarily because of mismatched expectations in terms of performance, communications, margins and so on. Below are the top 4 reasons why call center outsourcing fails?[…]