Call center outsourcing, or any type of offshoring activity, has positive and negative effects on US employment, according to a research conducted by the University of California, Berkely (UC Berkely) and the Massachusetts Institute of Technology (MIT).
If you ask if outsourcing to the Philippines or any other offshoring location leads to loss of managerial control, the answer depends on the type of contract you sign, the kinds of services you outsource, and ultimately, the level of dedication you apply on the undertaking.
Facing the situation where ongoing costs keep surfacing even after finances have been settled is one of the fears that keep businesses from outsourcing to call centers in the Philippines or any other offshore destination. This is understandable, especially because these charges “add an average of 25% to the price of the engagement,” according to […]
Yes, the accent of a customer service representative does have an impact on the customer’s satisfaction. This is what a Zendesk research revealed, underscoring that “The problem with foreign call centers are the foreign accents.”
In a previous post, we shed light on a misconception that holds American businesses back from sending operations to an overseas location. We refuted the belief that outsourcing kills American employment. There, we explained that what really happens is the opposite—businesses that outsource a part of their overall operations are able to generate more jobs […]
An environmental study recently revealed a location shift trend among call centers in the Philippines, and Davao City appears to take center stage in the movement.
“Building a roadmap is not cheap.” This was what Information Technology and Business Process Outsourcing Association of the Philippines (IBPAP) President Jose Mari Mercado said, referring to the set of plans and goals for call centers in the Philippines and other firms offering outsourced services in the country.
Outsourcing makes good sense for a large business with too much in their hands and in need of expert assistance from an outside source. While those who successfully entered this venture are all for it, some of them discourage small companies and startups from investing in this strategic move. Some startups, however, went ahead anyway […]
In a previous post, we presented an overview of why Asia remains to be the world’s go-to region for business process outsourcing (BPO). There, we named some of the continent’s popular outsourcing destinations and their areas of expertise. Now, we will go a bit deeper into the topic and compare how Asia’s major BPO players, […]
