New Off-Shoring Possibilities Are Popping Up Every Day
Author: Roger Sumner
Outsourcing contact center operations has long been cited for its pros and cons, but it’s not something that’s going away anytime soon. In fact, during the past decade or so outsourcing has expanded beyond country borders, giving companies the ability to tap into less expensive, highly-educated labor forces located anywhere in the world. India has long been a hotbed for off-shoring for just this reason.
But as labor costs continue to rise in India and churn remains high, companies are beginning to look to other countries, such as China, and regions, including Latin America, the former Soviet Block of European countries, the Philippines, and South Africa, which all provide access to a highly qualified, but rather inexpensive workforce.
As all of these regions enter or expand their presences in the global contact center arena, they will build new contact centers based on IP or wireless, rather than TDM, which is primarily used in many developed countries such as the U.S. And, they will have the opportunity to take advantage of the benefits of IP before many centers located within G8 countries, who will continue with their traditional telephony infrastructure until data requirements are too high or pricing issues emerge.
This is not only a wake up call to China, but to outsourcers located in all mature contact center markets. It’s time to step up to the plate and begin the transition to newer technologies, or face the fact that up-and-comers may likely surpass your capabilities. By leveling the technology playing field and deploying the right technology that leverages SIP and VoIP, you can gain the flexibility you need to tap into and effectively manage employees that work from their homes, are based in local contact centers, or reside in India, China, or any other market. The truth is that, if you have the right infrastructure, it doesn’t really matter where your labor base is located. What does matter is the quality of your service and how much it costs you to provide that service.
What is your company’s future outsourcing strategy?
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