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The first negative article I ever read about the pitfalls of outsourcing
offshore came from Nadji Tehrani�s
Publisher�s Outlook in the
August 2003 issue of Customer Inter@ction Solutions Magazine titled:
�Offshore Outsourcing in Perspective.� This article singled out India as a
problem area for contact center outsourcing and followed up on a much more
positive article in the August 2001 issue of the same magazine titled: �Go
Inbound Young Man And Keep All Eyes On India.� After reading the
former, many people lauded the fact that Nadji decided to say something
negative about outsourcing offshore. Many representatives of economic
development authorities representing offshore outsourcing had less than
kind things to say. As always, we invite feedback from people with
dissenting opinions to be published in our �letters� section in the
magazine.On November 24, 2003 an article appeared in
the
Wall Street Journal and the
Fox News web site that began,: �After an onslaught of complaints,
computer maker Dell Inc. (DELL) has stopped using a technical support
center in India to handle calls from its corporate customers.� Now you
don�t have to be a genius to realize that there are obviously some
legitimate problems with outsourcing contact center business to �certain�
other countries. I have heard a number of complaints about Dell�s customer
service coming out of India. It is great to hear that they will be
bringing some of the calls back into the states. This is good news for
American workers.
I have had a chance lately to meet with a number of
teleservices outsourcing companies and one meeting that was especially
interesting was with Denise Knaack and Beth Hart of
Colwell and Salmon, a company that runs a boutique outsourcing company
that has agents in India and the US. The company prides itself on
high-quality outsourcing at reasonable prices and tells me that they make
sure that their Indian agents are as good as they can be and even offer
Indian agents to come to their Albany headquarters to train and American
workers to go train in India. This is a great strategy as it really
empowers agents to feel like part of the team and can only increase morale
by orders of magnitude.
Denise points out that you could have quality
problems in the US as well. She is right. I should point out that the
above mentioned negative article points out that U.S.-managed
international outsourcers generally provide higher quality levels than
those with no U.S. training. If you are going to take away anything from
all this it is that you should probably not trust a company you don�t know
with your customer relationships. Your safest bet when outsourcing is to
work with a company that is well known in this country and has won some
sort of third-party award such as the TOP 50 (outbound,
inbound) or the
MVP Quality Awards. What is your opinion?
Please talk back to me in
our forums.
Rich Tehrani is TMC's president. He welcomes your comments.
Participate in our forums.
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