Call Center Outsourcing

Written by Andrew Kozlov
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Call center outsourcing has exploded in popularity over the past decade. The way call center outsourcing works is that domestic corporations farm inbound telephone reception jobs overseas to countries like India or China. The labor market in developing companies is much cheaper. Moreover, contrary to conventional wisdom, outsourcing actually tends to help developing countries and their people.

When a domestic customer dials into your service center, her call will be routed to an overseas representative, who will then expedite the request according to a set of stated parameters. Telecom outsourcing managers make up decision trees which receptionists refer to when responding to client calls. These decision trees save both parties--receptionist and customer--from the hassle of longer queues.

The Pros and Cons of Call Center Outsourcing

Of course, outsourcing is not without its critics. A growing number of American industries are concerned about corporate outsourcing because they feel that the movement of jobs overseas deprives Americans of domestic work opportunities. Proponents of outsourcing argue that, by sending low-wage jobs overseas, companies open up more mid and upper-level job opportunities at home.

Although the political debate may be complicated, the economic arguments tend to come down in favor of outsourcing (in most industries). Companies which outsource pay less for resource centers and generate fewer customer complaints. Moreover, as decision tree technology improves, customer handling times will likely decline precipitously.

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