How can local call centers protect themselves from being moved offshore to cheaper labor?
Dear Len, Good question. But the answer is not a simple one. Firstly, we need to look into why they are moved in the first place. In my eyes, there are two primary reason, firstly the money factor and secondly the effort factor. Let’s study the first factor. There is no way the local call centers, irrespective of wherever they are can beat the offshore call centers on the price perspective. India, Pakistan, Philippines, etc will always be cheaper; the sheer difference in the value of the currency itself is huge. Secondly is the effort factor. Most of the organizations who have outsourced would like to concentrate totally on their main line functions and have/ are outsourcing all their staff functions. This is pretty simple, for all of them would like to give 100% focus towards their primary business. Supporting and handling other activities takes that focus away. Now one big change which has happened as the call center outsourcing industry is maturing is the point of quality. Quality i
