Outsourced Call Centers Losing Feasibility? 268
Daniel Pronych writes "BusinessWeek is running an article about how outsourcing call centers in India are no longer an 'inexpensive option' for American companies. These shops are now striving for better outsourced work from the U.S. and Europe multinational companies; many are fed up with U.S. clients trying to continually lower prices. New Delhi-based EXL Services, for example, terminated a contract with Dell Inc. because EXL was losing money in the deal."
Might both lose (Score:5, Informative)
Maybe if they didn't skimp on the facilities (Score:4, Informative)
Re:Witty bit of wisdom (Score:3, Informative)
Here [hd.org]
Re:Besides rising wages... (Score:4, Informative)
One day, I get yelled at for my call times. Not because they are too long, but because they are TOO SHORT. 'You are to average between 7 and 11 minutes per call,' they said. I argued that I was fixing the customers' problems and that they were all leaving happy, with the exceptions of those that had to be elevated to 'second level'. 'It doesn't matter,' they said. 'Spend more time getting their information. Ask them some personal questions to stretch the time out.'
Not once did they suggest I wasn't helping the customer. My real problem was that I never got stuck on those 2 hour phone calls because I knew what I was doing and simply fixed the problem right away. I knew all the really tricky problems, like the taskbar that just WON'T move. (Boot into safe mode and back again and it'll fix itself. It IS actually possible for it to get stuck. It happened to a PC in the call center once.)
So in the end, it's not about short calls. It's about calls that are the right length and look like you helped the customer while keeping the call time down far enough to make money.
Re:More government tax on corporations who outsour (Score:3, Informative)
Re:More government tax on corporations who outsour (Score:1, Informative)
The deeper government (and its special "right" to employ coercion as a business model) is entangled in the market, the further away from capitalism the market is.