| Over the last ten years many companies have | | | | yours with a high level of professional service. |
| decided to outsource their contact center operations | | | | Whether it's insurance claims processing, banking or |
| to India in order to make cost savings through lower | | | | selling mobile telephones. There are some pretty |
| operational expenses. | | | | fantastic outsourcing business models in India. Staff are |
| However, in recent times we have noticed a reverse | | | | generally graduates, speak very good English and |
| trend taking place. Customer complaints about poor | | | | receive a high standard of initial and ongoing training. |
| service have led many businesses to bring back their | | | | Where possible you should visit the facilities and |
| call center service to their home country. It seems that | | | | experience the everyday working environment for |
| the low quality of customer service has far | | | | yourself. A number of Indian outsourcing businesses will |
| outweighed the anticipated cost savings and is actually | | | | offer a trial period for you to assess the the service. |
| having a negative affect on the business. Is the climate | | | | This is a great way of dipping your toe in the water |
| of outsourcing to India changing? | | | | without making a huge commitment. |
| Well it all comes down to choosing the right provider. | | | | Outsourcing your operation to India can indeed be very |
| Ensuring that staff are properly trained and well looked | | | | cost effective if you choose wisely and spend time |
| after is key to making outsourcing a viable alternative. | | | | reviewing the offering yourself. At the end of the day |
| You need to dig deep and investigate the various | | | | it's all about people and the perception your customers |
| outsourced offerings. | | | | have of your business. The staff, wherever they are |
| As in most things you must look for credentials. That is | | | | based and if they are outsourced or not, are all |
| to say a call center outsourcing business that has a | | | | representatives of your business and customers will |
| great track record of providing similar businesses to | | | | believe they are your business. |