Outsourcing has had a difficult year in North America. There are many explanations, some point to quality concerns, some to governance concerns, and some to a reduction in value caused by the combination of labor shortages and currency fluctuations. All of these represent a change in the risk-reward analysis that many […]
In E.M. Foerster’s “A Passage to India,” the conflicts between British aristocracy and the Indian professional class was explored. It was a difficult story, highlighting pride, prejudice and institutionalized bias.
These days, however, passages to India (and Singapore, Argentina, Belgium and Thailand, among others) mean something entirely different for hundreds of thousands of people (about […]
Multiple service center locations cross-trained and able to ramp up for temporary volume spikes, or as mitigation pertaining to disaster recovery, is smart business and well worth the financial impact. Your customers expect service, and in today’s global world, that service is often required to be 24/7. To meet the demands of your customers in this […]
In the Tier 1 Call Center space, the Philippines has proven to be an excellent location for outsourcing. Generally speaking, acceptable political stability (excepting Mindanao in the far South), a large population of English speakers with a far less discernible accent than India or elsewhere in the developing world, and a large base of college-educated […]