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

technorati tags:call+center, call, center, call+center+outsourcing, outsourcing

I've Been Away But Now I am Back With Call Center Stories!

Hello my fellow call center friends!

My apologies!

I have completely neglected my blog over the past couple of months. I was actually offshore doing some consultant work but now that gig is over and I am back in the saddle again.

I have a lot of new call center stories and information that I want to share with you. So I am going to try to update this blog three times a day. Hopefully I can keep up.

You may want to add this into your news reader. The link is:

http://callcentercafe.blogspot.com/atom.xml

Just copy and past into your favorite news reader. Or you can simply come by when you have a break in your day.

I have some really exciting news about Collaborative Leadership and Employee Inclusion. Have you heard of these terms before? Well you'll love this process to lead your teams. I will share more information in upcoming blogs, but I can tell you this.

This system is out of this world. It never fails. If you follow it you truly understand the meaning of working smarter not harder. You'll get better results from your employees and you'll do it with actually doing less work.

Talk to you very shortly!

Suvivor

technorati tags:call, center, outsourcing, customer+service