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Multishore Contact Centers On The Rise |
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Many organizations weigh the option of moving their contact centers to offshore locations to lower their cost of operations. Some companies open up offices in offshore locations directly, while others go through call center outsourcers. In their effort to drive down costs, many companies base their decisions to move offshore on labor costs and ignore other critical factors, such as the value of interaction, migration expenses, and political and cultural differences. But more organizations are becoming aware that offshore centers may not be the appropriate solution for all types of interactions. What is now emerging is increased interest in deploying centers at varied geographical locations to serve diverse functions and to deliver the right mix for customers. To balance cost savings with customer satisfaction, companies retain onshore operations for high-value and complex interactions, while moving less-critical activities to nearshore or offshore locations.
http://www.forrester.com/Research/Document/Excerpt/0,7211,34410,00.html |
