Do You Agree With Offshore Call Center Outsourcing?

call center outsourcing

Offshore Call Center Outsourcing is a big topic as of late.

Maybe because the issue has come up in the 2012 US Presidential Election.  Basically, the United States is in need of jobs growth and many believe that US Companies that engage in Offshore Call Center Outsourcing or sending tasks to BPO’s should be penalized.

Indian has enjoyed substantial growth in the past primarily due to United Kingdom and the United States offshoring but as of late the Philippine BPO industry has overtaken Indian in total jobs outsourced.  This is not surprising since the Philippines culture is more affinity to the US market.

The future of the BPO industry, US jobs and Call Center Outsourcing, is not know but I bet opinions are plenty.

I’m curious to find out what you think?  Leave a comment to express your opinion.

Recently I came across this article that has a member of the US Senate trying to make an impact and reverse the offshoring of jobs:

Casey To Introduce Bill To Protect Call Center Jobs - U.S. Sen. Bob Casey, D-Pa., announced Wednesday that he would introduce legislation to prohibit call center companies that ship U.S. jobs overseas from receiving federal money.

Read More…

I recommend you read this article and let me know what you think.  The article will open in a new window.

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To Your Success,

Greg Meares

PS – As a call center professional you know the value of both call center leadership training and customer centric call center tools. Make sure you learn more about both of these gems.

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  1. In the current financial climate our clients appreciate an investment in their local economy and this generates loyalty.
    There are also hidden in outsourcing that are sometimes underestimated or not fully considered. For example, ongoing support for the outsourced resources in different time zones, telecommunications, training and retraining.
    My company repatriated level 1 support from India to Australia in 2011 and we have increased customer sat in this area. We have also been able to increase the complexity of the tasks of the support analysts and therefore offer a more comprehensive service to our clients.

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