Recently, the Harvard Business Review and blog had a fascinating article entitled “Stop Trying to Delight Your Customers” that was written by three executives (Matt Dixon, Karen Freeman and Nicholas Toman) from the Corporate Executive Board. In the article and accompanied blog post, the authors noted how many customer representatives are taught to use a checklist mentality when interacting with customers in order to be consistent. However and all to often, this tailored and low effort approach turns customer interactions into robotic interactions that fail to build customer loyalty. Read more
Written by JohnU · Filed Under BPO Blogs | 1 Comment
Outsourcing has turned into a popular strategy used by businesses today. The reason: outsourcing offers an inexpensive strategy for completing all or part of the bpo task. Currently, outsourcing has emerged as the most recent trend in business. Read more
Written by Jacob Cherian · Filed Under BPO Blogs | 7 Comments
Just when the Indian BPO industry had seemingly shaken off the impact of the US economic crisis last year came the latest bad news from Europe. Will this new situation impact adversely on the Indian outsourcing industry. Well it’s a little early to say. The fact of the matter is that there is very little outsourcing carried out on behalf of the countries impacted. To that extent there is negligible loss of business so far. Read more
Written by Vipin Labroo · Filed Under BPO Blogs | Leave a Comment
The Wall Street Journal has noted a phenomena that human resource managers have not heard in a while: Employees telling them that they are quitting. In fact, it was reported that the Bureau of Labor Statistics has determined that in February, the number of employees who voluntarily quit their jobs had surpassed the number being fired or discharged for the first time since October 2008. Moreover, a poll conducted by human-resources consultant Right Management at the end of 2009 had revealed that 60% of workers said they intended to quit their jobs when the job market got better. Read more
Written by JohnU · Filed Under BPO Blogs | 2 Comments
BPO hiring hasgained momentum After nearly a couple of years’ sluggish employment prospects, the BPO/ITES sector has seen the return of hiring to almost pre-crisis levels. Read more
Written by Vipin Labroo · Filed Under BPO Blogs | Leave a Comment
HCL Technologies, India’s fifth-biggest IT services company has been awarded a $500 million IT outsourcing deal from Merck Sharp and Dhome (MSD) based in the U.S. The contract with one the drug-making giant is indicative of the comeback of large-scale agreements within the IT sector, particularly in India. Read more
Written by Jacob Cherian · Filed Under BPO Blogs | Leave a Comment
Recently, two interesting and cautionary tales involving employees of a Manila based third party call center and a client based in New Zealand has come to light. In the first incident, five New Zealand Telecom customers had complained about receiving obscene messages, including one living in Wanganui who was sent a text message that said “f*** you customer” after she had complained about delays in receiving text messages. This customer then complained to the town mayor on his Radio Live talkback show which triggered an investigation that ultimately traced the messages to four employees based in the Manila working for Sitel on the New Zealand Telecom account. These employees were suspended pending a further investigation. Read more
Written by JohnU · Filed Under BPO Blogs | 11 Comments
Despite media accounts and political initiatives to force companies to buy American services and not to outsource work offshore, believe it or not there are plenty of companies who are choosing to buy and/or hire Americans without being forced to do so. In fact, the LBO Wire recently noted that call center group CCT Group Ltd. (which owns Cyber City Teleservices and is backed by HSBC Private Equity Asia Ltd.) has bought fellow call center provider Interactive Response Technologies Inc. for the purposes of offering clients (CCT’s clients include DirecTV, Dell Inc. and Activision while IRT’s clients include T-Mobile, AT&T and Office Depot) what they are apparently happy to pay extra for: American voices and the perception of quality. IRT manages US-based call centers that employ Americans while CCT manages call centers based in the Philippines and Panama and according to a CCT representative, clients are willing to pay US$27-$28 per hour for a US-based service while an offshore service will cost them around US$13-$14 per hour. Read more
Written by JohnU · Filed Under BPO Blogs | 6 Comments
Viewed broadly outsourcing comprises of the following information technology, human resources, engineering, customer service, legal services, knowledge based services, R&D and so on. Countries like India took to outsourcing like a fish takes to water because of certain natural advantages like low costs, a vast pool of technically proficient manpower and wide spread familiarity with the English language. Read more
Written by Vipin Labroo · Filed Under BPO Blogs | 2 Comments
Although the U.S. market is still huge as far as outsourcing is concerned and Europe is an income generator for software outsourcing to India, the downturn in the global economy has made some waves in the domestic market and other new locations. Read more
Written by Jacob Cherian · Filed Under BPO Blogs | Leave a Comment
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