Anonymous

UK

IT Consultant

The actual cost of the Call Centre agent should only really be a minor factor when deciding on offshore outsourcing, other key factors are the suitability of the process being outsourced? The "accent factor", will your Customers accept an accented voice, is the accent acceptable for your requirements? e.g. many people feel that a South African accent is aggressive and do not respond positively when selling. Workflow, many processes are paper based, this "paper" has to appear offshore and making this process electronic, has to be implemented first.
Offshore outsourcing can save money and improve service, but this has to be managed and the full repurcussions and implications have to be understood by the business, you cannot just "throw your problems over the wall", if you do your problem will still be there, but no longer within your control, and your outsource venture will fail.