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ECT News Community   »   CRM Buyer Talkback   »   Re: South Africa Topples India in Offshore Call Center Poll

Re: South Africa Topples India in Offshore Call Center Poll
Posted by: Anonymous 2004-12-08 22:45:27
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Cape Town, South Africa has been voted the top offshore contact center location, knocking India into second place. Marketing services specialist Ion Group asked marketers to rate locations according to call-handling quality. South African call centers received a score of 51.1 percent for attributes such as high-quality call handling standards, a strong technological infrastructure and linguistic capabilities.

Re: South Africa Topples India in Offshore Call Center Poll
Posted by: ISN 2004-12-08 22:46:31 In reply to: Anonymous
When an English company serving British and other European clients reports that their clients prefer South African customer service centers over South Asian ones, that does not argue in favor of Americans following suit. Standards of customer service for the U.K. are so different from the U.S. that some U.S. project management firms will avoid South Asian centers with British managers, preferring Indian or Pakistani managers for supporting U.S. customers. For European customer service, the experience of InternationalStaff.net is that Dubai is superior to South Africa. They have a safe environment, favorable tax structure, and recruit the best agents from South Asia, the Philippines, and several African countries. This British article’s comments on the Philippines having sweatshops is misleading. There are plenty of call center sweatshops in the U.S. We call them boiler rooms.
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