CRM Buyer Talkback
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Britain's biggest outsourcing group, EDS, warned today that many companies are badly served by moving their call centers to low-cost countries and would be better off shifting their back-office processing. Sam Kingston, commercial director of EDS's UK operations, said transferring call centers to India risked alienating customers. "The financial services industry has so far looked at offshoring on a straight wage/price arbitrage basis," he said.
Large process migration efforts, such as the ones referred to in this article, are usually characterized by unrealistic ramp up times, big staff numbers, and poor training efforts. Itís no wonder that customers are unhappy. Who would be? The big process migration trend in 2004 is for large U.S. programs (at both captive and merchant facilities) to be implemented with little or no accent training for Indian agents. Training takes time, time that could be spent on the clock, the reasoning goes. Our reaction at InternationalStaff.net has been to go in the opposite direction for clientsí programs. Launch with 5-10 agents at first, and then weed out a couple people before ramping up. Have the good agents mentor two new agents at a time, after the program stabilizes. Promote team leaders and supervisors from within the team. Stress training and quality assurance throughout. Correlate words with deeds.