Offshore Outsourcing is it Dangerous?

Having spent time in US domestic centers and offshore, I come in contact with more and more folks that want to debate the call center outsourcing question.

Funny thing is that most of the negativity is directed at India. Both sides like to throw darts at each other. A Couple of months ago I was reading an article written by an Indian journalist, but for an American paper.

In her article she posed the question that the rudeness of US and UK customers was forcing high attrition and absenteeis, in the Indian call centers.

Apparently, she has never worked in a call center because if she had she would realize that these two issues are common place for the industry. I felt obligated to respond to her article with my opinion.

In it I basically told her that the empoyees in the Indian call centers were just whinning at that these issues are all characteristics of the call center industry. Sometimes customers are not nice expecially if your calling them for payment!

But the Indian call centers are faced with another dilemma. FRAUD and theft. Security has now become a big issue.

Read the article below to see what I am talking about and leave a comment on this blog with your opinion.

This news article came over today:

Concern Mounts Over Data Fraud at Indian Call Centers

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